Refund policy

Returns & Refunds Policy


At Etheringtons the Jewellers, we want you to be delighted with your purchase. We understand, however, that occasionally an item may not be quite what you expected.

For online purchases, we offer a 14-day change-of-mind returns policy, subject to the conditions detailed below.

Change-of-Mind Returns

Items purchased through our online store may be returned within 14 days of delivery, provided they meet the following requirements:

  • The item is unworn, unused and in pristine, original condition, without scratches, damage or signs of wear.

  • All original packaging, tags, certificates, instruction booklets and accompanying documentation are included.

  • Valid proof of purchase is supplied.

  • The item is not excluded under the conditions outlined below.

All returned merchandise will be inspected by Etheringtons the Jewellers before approval of a refund.

Refund Amounts & Non-Refundable Transaction Fees

Payment providers, including PayPal, Shopify Payments and credit card processors, charge merchants fees when processing purchases. These charges are often retained by the payment provider, even when the original transaction is refunded.

Where a customer requests a return or cancellation solely due to a change of mind, any payment processing fees that are not refunded to Etheringtons the Jewellers by the payment provider will be deducted from the customer's refund.

Only the actual, unrecoverable transaction fees associated with the original purchase will be deducted. The amount will vary according to the payment method used and the original transaction value. A breakdown of these charges can be provided upon request.

Where an order has already been dispatched, the original shipping cost incurred by Etheringtons Jewellers will also be deducted from a change-of-mind refund. This is typically approximately $20 for a small parcel, although actual freight costs may vary.

These deductions apply exclusively to voluntary change-of-mind refunds and cancellations and do not affect your entitlements under Australian Consumer Law.

How to Arrange a Return

To request a return, please email andrea@thejewellers.com.au within 14 days of receiving your purchase.

Please include your order number, contact information and a brief explanation of the return.

Once your return has been arranged, you may either bring the item into our store or return it using an appropriately insured courier service.

For change-of-mind returns:

  • Return freight and insurance are the purchaser's responsibility.

  • All return shipping charges must be prepaid. Cash-on-delivery parcels will not be accepted.

  • Items must be securely packaged and accompanied by a copy of the order confirmation or tax invoice.

If returning your purchase in person, please bring your proof of purchase.

Once the goods have been received and inspected, any approved refund will be processed using the original payment method, less applicable deductions.

Items Excluded from Change-of-Mind Returns

The following products are not eligible for change-of-mind returns:

  • Specially ordered jewellery and items sourced specifically for a customer.

  • Custom-made or individually commissioned jewellery.

  • Jewellery that has been engraved, resized, altered or otherwise workshopped at the customer's request.

  • Earrings, for hygiene reasons.

Important Information Regarding Clearance Items

Please note: As a retail store, some clearance items may be ex-display or ex-stock and may show tiny superficial marks from minor in-store handling. Clearance products are supplied as-is and are not eligible for change-of-mind returns based on minor superficial discrepancies. Please contact the store if you have any questions or require further clarification on this.

These exclusions do not restrict your rights in relation to faulty goods or other remedies required by Australian Consumer Law.

Faulty, Damaged or Incorrect Products

If your purchase arrives damaged, is faulty, is not as described or has otherwise failed to meet a consumer guarantee, please contact us so we can arrange an appropriate resolution.

Where a product does not meet the requirements of the Australian Consumer Law, you may be entitled to a repair, replacement or refund, depending on the circumstances.

Where a full refund is required by law, we will not deduct payment processing fees or original delivery costs. We will also meet reasonable return freight expenses where required under Australian Consumer Law.

Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this returns policy is intended to exclude, restrict or modify your statutory consumer rights.

Policy Conditions

This policy applies to eligible purchases made through our website. The change-of-mind conditions applicable to an order are those disclosed at the time of purchase.

Etheringtons the Jewellers reserves the right to amend this policy for future purchases.