Returns Policy
WARRANTY
Our products come with a 6-month warranty from the date of purchase for all manufacturing defects. All products that are deemed to be faulty, as the result of a manufacturing fault, will be repaired and/or replaced at no cost to the customer.
Faulty Items/Manufacturing Defect Warranty does not cover general wear and tear, chain breakage, loss, or jewellery that has not been cared for (e.g breaks & tarnishing).
Repairs can take between 3-4 weeks.
In the case of a faulty item, please contact us with your order #, your full name and address, and photographic evidence with a brief description of the fault.
Customers are advised that mishandling and wear-and-tear during the course of normal use is not considered a fault, as all pearls are fair in nature and should be handled carefully.
Products that are no longer covered by the our 6-month warranty, or are damaged because of mishandling or mistreatment, will not be eligible for a replacement. Customers can opt to have their item repaired for an additional fee plus postage which will be invoiced to the customer via email and commenced once payment is received.
Please note that mishandling includes mishandling by the customer, shipping, accidents, exposure to the elements, abusive knock, normal wear and tear, ageing & natural tarnishing.
Customers are advised to read Akuna Pearls Care Guideline before purchasing any items.
SHIPPING
We are not liable for any late deliveries caused by Australia Post or other third-party courier companies. We are also not liable for the input of incorrect address or any completed packages signed as delivered, and refunds will not be issued in these cases. An additional payment of $9.99AUD for domestic orders, $19.99AUD for New Zealand and $39.99AUD for international orders will be required for any incorrect orders to be sent out again.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will 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 shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
HOW DO I CHANGE OR CANCEL MY ORDER?
Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made.
Any cancellation made after an order has been placed will be subject to a cancellation fee of 10% of the Total Price regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.
Please note that any orders that have already been packed or shipped cannot be canceled.
RETURNS & EXCHANGES
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@akunapearls.com.au.
We do not issue refunds for custom made items or incorrect size.
Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees (10% of the Total Price).
We will only accept returns for the following:
- Items in their original condition i.e. have not been worn, damaged & are returned with original packaging
- Items that are not earrings or studs due to hygienic reasons
To complete your return, we require a receipt or proof of purchase.
Should any item be returned not within the above frame, the goods will be shipped back to the customer.
You will be responsible for paying for your own shipping costs for returning your item. All returns are at the expense of the customer and under their responsibility until the goods are successfully delivered to us.
To arrange a return, please contact us at info@akunapearls.com.au.
REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify 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 a certain amount of days.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, 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 us at info@akunapearls.com.au.
SALE ITEMS
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.