Refund policy

Returns & Refunds Policy

At ORNATEO, we want you to feel confident and delighted with every jewellery purchase. If something isn't quite right, we're here to help.

This policy explains our change-of-mind returns, exchanges, refunds and your rights under Australian Consumer Law.

1. Change-of-Mind Returns — 14 Days

We accept eligible change-of-mind returns requested within 14 days of receiving your order.

To qualify for a change-of-mind return:

The jewellery must be unworn, unused and in its original condition.
All original tags, protective coverings and packaging must be included.
The item must not have been damaged, altered or used.
You must provide proof of purchase, such as your order number or confirmation email.
You must contact us within 14 days of delivery to request a return.

We reserve the right to decline a change-of-mind return if these conditions are not met.

These conditions apply only to voluntary change-of-mind returns and do not affect your rights under Australian Consumer Law.

2. Earrings and Hygiene Restrictions

For hygiene and safety reasons, earrings that have been worn or tried on cannot be returned or exchanged due to a change of mind.

Unworn earrings may be eligible for a change-of-mind return if they remain in their original condition, with any hygiene seals or protective packaging intact.

This restriction does not apply to earrings that are faulty, damaged, incorrectly supplied or otherwise fail to meet consumer guarantees under Australian Consumer Law.

3. Non-Returnable Items for Change of Mind

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

Jewellery that has been worn, used, damaged or altered after delivery.
Earrings that have been worn or tried on.
Items with removed or broken hygiene seals, where applicable.
Personalised or custom-made jewellery, unless we expressly agree otherwise.

These exclusions do not limit your statutory rights if an item is faulty or does not meet applicable consumer guarantees.

4. How to Request a Return

To request a return, please contact us at:

Email: contact@ornateo.com.au

Please include:

Your full name.
Your order number.
The item you wish to return.
The reason for your return.
Photographs if the item is faulty, damaged or incorrect, where reasonably available.

We will review your request and provide return instructions if the item is eligible.

For change-of-mind returns, please contact us and receive return instructions before sending your item.

Do not send returns without first contacting us, as this may delay processing.

This procedure does not restrict your rights under Australian Consumer Law.

5. Return Shipping Costs

Change-of-Mind Returns

Customers are responsible for return shipping costs for approved change-of-mind returns.

We recommend using a tracked postal service, as customers are responsible for ensuring change-of-mind returns reach us safely.

Original delivery charges are generally not refunded for change-of-mind returns, unless otherwise agreed or required by law.

Faulty, Damaged or Incorrect Items

If your jewellery fails to meet Australian Consumer Law consumer guarantees, ORNATEO will reimburse reasonable return shipping costs where required by law.

Please contact us before returning the item so we can assist with suitable return arrangements.

If you pay reasonable return postage for an item confirmed to be faulty, please retain your postage receipt so we can arrange reimbursement.

6. Faulty, Damaged or Incorrect Jewellery

Please inspect your jewellery when it arrives.

If you receive an item that is damaged, defective or incorrect, contact us as soon as reasonably possible at contact@ornateo.com.au.

Please include your order number, a description of the issue and photographs where available.

We will assess the issue and work with you to provide an appropriate remedy.

Under Australian Consumer Law:

If a product has a major failure, you are generally entitled to choose a refund or replacement.
If a product has a minor failure, we are generally entitled to provide a remedy, such as a repair, within a reasonable time.
If a minor failure cannot be remedied within a reasonable time, you may be entitled to a refund or replacement.
Additional rights to compensation may apply in certain circumstances.

Your consumer guarantee rights are not limited to 14 days and do not depend on retaining the original packaging.

7. Exchanges

We may offer exchanges for eligible unworn jewellery, subject to availability.

To request an exchange due to a change of mind, please contact us within 14 days of receiving your order.

Change-of-mind exchanges must meet the same eligibility and hygiene conditions as change-of-mind returns.

Customers are responsible for return postage and any applicable shipping costs for replacement items in a voluntary change-of-mind exchange.

If an item is faulty or does not meet consumer guarantees, your rights to a remedy under Australian Consumer Law apply regardless of these change-of-mind exchange conditions.

8. Refunds

Once we receive and inspect an eligible change-of-mind return, we will notify you whether your refund has been approved.

Approved refunds will generally be processed within 5 business days of approval.

Refunds will be issued to the original payment method unless otherwise agreed or required by law.

Please allow additional time for your bank or payment provider to process the refund.

For change-of-mind returns, any applicable original delivery charges are generally excluded from the refund.

Where a refund is required under Australian Consumer Law, we will provide the refund and any other applicable remedies in accordance with your legal rights.

If you have not received an approved refund within a reasonable period, please contact us.

9. 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 policy excludes, restricts or modifies any consumer rights or remedies available under Australian Consumer Law.

These statutory rights apply independently of our voluntary 14-day change-of-mind return policy.

10. Contact Us

If you have any questions about returns, exchanges, refunds or your order, please contact:

ORNATEO