In this Returns Policy:
“we”, “us” and “our” are a reference to Avenue J Jewellery;
“As New Condition” means the item must not have been worn; the item must be in pristine condition as sold with no damage, scratches or signs of wear. Original tags and labels must still be attached and the item must still be in original packaging (if any). Determination of an item being in “as new condition” is at our sole discretion.
“Special Exception Item” means:
- Gift Cards or Gift Vouchers
- Special order items that we do not usually stock
- Made to Order / Custom made or Altered Items
- Personalised Items
- Sale items or items sold at less than their original price
- Items sold on an “as is” basis
- Antique Jewellery
- Clearance Items
We will at all times, honour our obligations under the Australian Consumer Law. In addition, we will provide you with an exchange, refund or repair of goods subject to meeting the requirements of our returns policy which is outlined below.
Proof of Purchase
All returns, refunds, exchanges or repair requests must be accompanied by proof of purchase. Please take care to provide us with your correct contact details at the point of sale before we generate your tax invoice. We will not amend or re- issue invoices once they have been processed with the information originally provided at the time of transaction.
Change of Mind
Please choose carefully as we do not offer exchange or refund for Change of Mind except for any returns made in accordance with the Australian Consumer Law, or otherwise as required by law.
You may exchange items (except Special Exception Items) sold by us to you online or instore within 30 days of delivery. We will not accept a request for exchange if it has been more than 30 days since You may exchange items (except Special Exception Items) sold by us to you online or instore within 30 days of delivery. We will not accept a request for exchange if it has been more than 30 days since your purchase.
In order to commence this process, you must contact us on 07 5444 4422 or [email protected] to obtain a return authorisation. You will need to provide full details of the item, your Proof of Purchase, name and contact details and the reason for the return request.
You will then be required to return the item to our store.
The item must be returned in As New Condition, along with all paperwork (such as certificates or instruction booklets). Include the Proof of Purchase or order confirmation email with the item.
You must pre-pay for the cost of the return shipping charges. All returns must be by way of trackable registered mail or trackable door to door courier delivery with signature required on delivery. We will not accept C.O.D deliveries or items delivered or left unattended without signature (ATL). All items being returned must be insured for the higher of their replacement value or the amount paid as noted in the Proof of Purchase.
Deliver or Courier the item (with signature required on delivery) to:
Avenue J Jewellery
Shop 14 Zanzibar Mooloolaba Resort,
47-51 Mooloolaba Esplanade
Mooloolaba, Queensland AUSTRALIA
We don’t guarantee that we will receive your returned item. Signing for item’s delivery is not an actual confirmation of receipt of the item by us until we have inspected the item and formally notified you.
Refunds & Exchanges
All returned items are subject to inspection by us. Once your return is received and inspected, we will send you an email or phone to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If the item qualifies for a refund, then we will refund you the same way that you initially paid for your order excluding any delivery charges. If you originally paid by credit card, it may take some time before your refund is officially posted to your credit card. If you haven’t received your refund after 21 business days from our notification of approval, please remember to check with your bank or credit card company first before contacting us. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
We will pay for any return shipping costs if the return is the result of our error or the item is damaged or defective.
If you are eligible for an exchange, then we will notify you. Any items that you take in exchange for the item returned must be of equal or lesser value or you will be required to pay the difference before you can collect your item. If you require the item to be posted to you, then you will be responsible for the cost of postage and delivery. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
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.
We do not offer free return shipping on international orders. International customers are responsible for insured returned shipments, as well as all duties/taxes/tariffs that we might incur by receiving the return.
Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. If you believe an item is faulty, not of acceptable quality, does not match the description provided or is not fit for purpose, you may be entitled to a remedy under the Australian Consumer Law. However these consumer guarantees do not apply where the item was damaged due to abnormal use or misuse.
This returns policy is governed by the laws in force in Queensland, Australia. You agree to submit to the exclusive jurisdiction of the courts of that jurisdiction.