Refund & Return Policy
Refund, Return & Exchange Policy Overview
Unconditional 30-day Refund Guarantee*
Please contact me as soon as possible after receiving delivery of your order to organise to return the item and arrange a refund. If 30 days have passed since your purchase, this offer will no longer be valid and you will not be entitled to a full refund or exchange under this guarantee.
This 1-month (30-day) unconditional money-back guarantee is given on all my ready made, original designs. *NOTE: This refund guarantee does not include custom-made or bespoke creations or repairs
Refunds
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
There are certain situations where only partial refunds are granted:
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- Jewellery with obvious signs of use
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- Any item not in its original condition, is damaged or missing parts for reasons not due to my error.
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- Any item that is returned more than 30 days after delivery
To complete your return, I require a receipt or proof of purchase.
Once your return is received and inspected, I will notify you by email that I have received your returned item and advise you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 days.
Late or missing refunds
If you haven’t received a refund within a reasonable time, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact me via email with the details so I can follow it up from my end.
Refunds on Gifts
If the item was marked as a gift when purchased, and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be forwarded to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to gift to you later, I will send a refund to the original purchaser and they will be advised of the return.
Exchanges
After 30 days items will be repaired, replaced or refunded, depending on the circumstances, in line with the Australian Consumer Law. As most of my designs are one-of-a-kind and you wish to exchange it for the same item, please send me an email at artist@maxinefaye.com.au to confirm that another item is available.
Shipping Returns
Before returning an item, please email me for the return post office address. DO NOT return to the Studio address without prior consent.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you request a repair or exchange, the cost of return shipping may be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning items, you may consider using a trackable shipping service or purchasing shipping insurance. I can not guarantee that I will receive your returned item through standard post. I am not liable for returned items lost in the mail.
Need help?
Contact me for questions related to refunds and returns.
