Returns & Exchange Policy
At Stones Unturned, we want you to love every piece you purchase from us. We understand that sometimes things don’t go as planned. This policy outlines how we handle returns, exchanges, and refunds in line with Australian Consumer Law.
Change of Mind
We are happy to offer exchanges or store credit for change-of-mind purchases if:
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The item is returned within 14 days of purchase or delivery
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The item is unworn, unused, and in original condition
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The item is returned in its original packaging, including tags and proof of purchase
Please note:
We do not offer refunds for change-of-mind purchases. Jewellery cannot be returned or exchanged due to hygiene reasons, unless faulty.
Faulty or Damaged Items
If your jewellery item arrives faulty, damaged, or not as described, we will provide a repair, replacement, or refund, as required by law.
To make a claim, please contact us at stones.unturned@yahoo.com within 7 days of receiving the item and include:
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Your order number
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A description of the issue
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Clear photos of the fault or damage
We will assess the issue and respond with the next steps. If the item is deemed faulty, we will cover the return shipping cost.
Custom or Made-to-Order Items
Unfortunately, custom or personalised pieces (including engraved or bespoke designs) cannot be returned or exchanged unless faulty.
How to Return an Item
To initiate a return or exchange, please contact us at:
📧 stones.unturned@yahoo.com
Please do not return items without contacting us first.
Return shipping costs (for change of mind) are the responsibility of the customer. We recommend using a trackable postage method, as we are not responsible for lost or delayed returns.
Refund Processing
If a refund is approved (e.g. for faulty items), it will be processed via your original payment method. Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.
Contact Us
If you have any questions about our returns or exchanges process, please reach out:
Stones Unturned
Email: stones.unturned@yahoo.com
Phone: 0435 298 538
Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the 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 the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.