Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@oceansetch.com Please note that returns will need to be sent to the following address: P0 Box 333 Kellyville Sydney
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@oceansetch.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and worn earrings. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
This policy does not affect your rights under applicable consumer laws.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@oceansetch.com
If your item arrives faulty, damaged, incorrect, or significantly different to what was ordered, please contact us within 7 days of receiving your order with your order number and clear photos of the issue.
Exchanges & Store Credit
If you have ordered the wrong size or would like to exchange an item, we may offer store credit provided:
- the item is unworn and unused
- returned in original packaging
- returned within 30 days of delivery
- free from damage, marks or alterations
All return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
For hygiene reasons, earrings cannot be returned or exchanged.
Faulty Items
If an item is confirmed to be faulty, we will offer a replacement, repair, store credit or refund in accordance with Australian Consumer Law.
Please note that general wear and tear, tarnishing due to improper care, accidental damage, or damage caused by misuse are not considered manufacturing faults.
Return Approval
All returns and exchanges must be approved by Oceans Etch prior to being sent back. Customers must contact us and receive confirmation before returning any item.
Unless otherwise required by Australian Consumer Law, the cost of return postage is the responsibility of the customer.
Customers are responsible for ensuring returned items are securely packaged and sent using a tracked and insured postage service. Oceans Etch is not responsible for items that are lost, damaged or undelivered while being returned to us. Customers should retain their tracking information and proof of postage until their return has been received and processed.
Oceans Etch is not responsible for unauthorised returns, and such returns may be refused or returned to the sender at the customer’s expense.
Nothing in this policy limits, excludes or modifies any rights you may have under the Australian Consumer Law.
Contact
For all return enquiries, please contact:
info@oceansetch.com