Refund policy
Refund & Returns Policy
At Aroos Jewellers, we want you to feel confident when shopping with us. This policy explains our returns, refunds, exchanges, cancellations, and procedures for products that arrive damaged, faulty, incorrect, or otherwise do not meet your expectations.
This policy applies to purchases made through aroosjewellers.com and is intended to operate alongside your rights under the Australian Consumer Law (ACL).
1. 30-Day Change-of-Mind Returns
We offer a 30-day change-of-mind return period. You may request a return within 30 days of receiving your order.
To qualify for a change-of-mind return, the item must:
- Be unused and unworn.
- Be in its original condition.
- Be returned with its original packaging, where reasonably possible.
- Include any tags, cards, certificates, accessories, or other items supplied with the product.
- Be accompanied by valid proof of purchase, such as your order confirmation or receipt.
We may decline a change-of-mind return where the product has been worn, damaged, altered, or returned in a condition that is not suitable for resale.
Our 30-day change-of-mind policy does not limit or replace your rights under the Australian Consumer Law.
2. How to Request a Return
Before sending an item back, please contact us at contact@aroosjewellers.com and include:
- Your order number.
- Your full name.
- The item you wish to return.
- The reason for the return.
- Photographs, where relevant, particularly for damaged or faulty items.
Please wait for our return instructions before sending your parcel. We will provide the appropriate return details and advise you of the next steps.
3. Return Shipping Costs
For approved change-of-mind returns, the customer is generally responsible for the cost of returning the item to us.
Where an item is confirmed to be faulty, damaged, incorrect, or otherwise covered by an applicable consumer guarantee, Aroos Jewellers will handle the return and associated reasonable return costs in accordance with the Australian Consumer Law.
We do not charge a restocking fee for approved returns.
4. Faulty, Damaged, or Incorrect Items
Please inspect your order when it arrives. If you receive an item that is damaged, faulty, defective, incorrect, or significantly different from its description, please contact us as soon as reasonably possible.
Please provide your order number and clear photographs or other information that may help us assess the issue.
We will review the matter and, where the Australian Consumer Law applies, provide the remedy required by law. Depending on the circumstances, this may include a repair, replacement, refund, or another appropriate remedy.
Australian Consumer Law rights apply independently of this voluntary 30-day change-of-mind policy.
5. Australian Consumer Law
Nothing in this policy excludes, restricts, or modifies any rights or remedies available to you under the Australian Consumer Law or other applicable laws.
Where goods have a major failure, Australian Consumer Law may give you the right to choose between a refund and a replacement. For a minor failure, the business may generally be entitled to repair the product within a reasonable time, subject to the circumstances of the failure.
Businesses cannot use a returns policy to remove consumer guarantee rights.
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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.
6. Non-Returnable Items
For change-of-mind returns, certain products may be excluded where their condition, hygiene, customisation, or other characteristics make them unsuitable for return.
Where an item is faulty, defective, unsafe, incorrectly supplied, or otherwise covered by an Australian Consumer Law guarantee, any applicable legal rights remain unaffected.
7. Sale Items
Sale or discounted items may be eligible for return under the same conditions as other products unless the product was clearly disclosed as being sold with a particular fault or issue before purchase.
We do not exclude Australian Consumer Law remedies simply because an item was purchased on sale.
8. Exchanges
We may offer exchanges for eligible change-of-mind returns, subject to product availability.
To request an exchange, contact us before returning your item. If the replacement item is unavailable, we may instead arrange an appropriate alternative solution.
For products affected by a consumer guarantee issue, the remedy will be determined in accordance with the Australian Consumer Law and the circumstances of the problem.
9. Refund Processing
Once we receive your returned item, we may inspect it to confirm that it meets the applicable return conditions.
For approved change-of-mind returns, refunds will generally be issued to the original payment method.
We aim to process approved refunds within 10 business days after the return has been received and assessed.
Your bank, card issuer, or payment provider may require additional time for the refunded amount to appear in your account.
10. Refunds for Faulty or Non-Compliant Products
Where a refund is required or agreed under the Australian Consumer Law, we will process the refund in accordance with the applicable legal requirements.
For a major failure, consumers may generally choose between a refund and replacement. For a minor failure, the appropriate remedy may differ depending on the circumstances.
11. Lost or Missing Returns
When returning an item by post, we recommend using a tracked delivery service and keeping your postage receipt and tracking information.
For a change-of-mind return, the customer remains responsible for the parcel until it is delivered to us.
If you are returning a product because it is faulty or otherwise covered by a consumer guarantee, please contact us before posting it so we can provide the appropriate return instructions.
12. Order Cancellations
If you need to cancel an order, please contact us as soon as possible after placing your order.
We will make reasonable efforts to accommodate cancellation requests received before the order has been processed or dispatched. Once an order has entered fulfilment or has been dispatched, cancellation may no longer be possible.
If cancellation is no longer possible, you may still have options under our return policy or Australian Consumer Law, depending on the circumstances.
13. Order Changes
If you need to change an order, such as the delivery address or selected product, please contact us promptly.
We cannot guarantee that changes can be made once an order has entered processing, packing, or dispatch.
14. Return Condition
For change-of-mind returns, returned products should be in the same condition in which they were received, with original packaging and included accessories where reasonably possible.
Please package the item securely to help prevent damage during return transit.
15. Items Damaged During Return Transit
If an item is returned to us damaged because it was inadequately packaged for return, we may need to assess whether the damage affects eligibility for a change-of-mind return.
This does not affect any rights you may have under the Australian Consumer Law.
16. Contact Us
For assistance with returns, refunds, exchanges, or cancellations, please contact:
Aroos Jewellers
Phone: +61 8 8269 2546
Email: contact@aroosjewellers.com
Address: 78 Prospect Rd, Kilburn SA 5084, Australia
Business Hours:
Tuesday–Sunday: 10:30 AM – 6:00 PM
Monday: Closed
We appreciate your business and are committed to providing a fair and straightforward shopping experience.