Refund Policy

Effective Date: 21-07-26
Last Updated: 21-07-26

1. Your Rights Under the Australian Consumer Law

At CaratsNova, we stand behind the quality of our jewellery. Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

Under the ACL, all products sold in Australia must:

· Be of acceptable quality – safe, durable, and free from defects 

· Match their description 

· Be fit for purpose 

· Match any demonstration model or sample 

This Refund Policy is in addition to your rights under the ACL and does not replace them. Nothing in this policy limits or excludes your statutory consumer guarantees.

2. Faulty or Defective Products

2.1 Major Problems

A problem is considered major if:

· The product is unsafe

· The product is significantly different from its description or sample

· A reasonable consumer would not have bought the product if they had known about the problem

· The product cannot be fixed quickly or easily

· The product does not do what it is supposed to do

If there is a major problem, you are entitled to choose between:

· A full refund (including any shipping costs paid)

· A replacement of the same product

The refund must be the full amount you paid, in the same method as your original payment.

 2.2 Minor Problems

A minor problem is an issue that can be fixed quickly and does not significantly affect the product's use or value.

If there is a minor problem, we will:

· Repair the item free of charge within a reasonable time, OR

· Offer a replacement or refund at our discretion

If we fail to repair the item within a reasonable time, you may:

· Have it repaired elsewhere and claim reasonable costs from us 

· Request a replacement or refund 

2.3 Examples of What Is/Isn't Covered

Note: Consumer guarantees do not apply if you simply changed your mind, ordered the wrong product, damaged the product through misuse, or the problem is caused by usual wear and tear.

3. Change of Mind Returns

We do not generally offer refunds for change of mind.

However, we want you to love your jewellery. If you are not fully satisfied, we may offer an exchange or store credit at our discretion, subject to the following conditions:

Custom and bespoke orders are not eligible for change of mind returns.

4. Custom and Bespoke Orders

Custom-made and bespoke jewellery is made specifically for you.

These items are final sale and are not eligible for refund or exchange unless they are faulty or do not meet consumer guarantees.

Deposits: Deposits for custom orders are non-refundable, as they cover the costs of materials, design work, and production planning.

5. How to Request a Refund or Return

Step 1: Contact Us

Email us at hello@caratsnova.com with:

· Your order/invoice number

· A description of the issue

· Photographs of the problem (if applicable)

Step 2: Assessment

We may ask you to return the item to our Perth showroom for inspection. If the product is faulty, we will cover reasonable return shipping costs.

If the item is not faulty (change of mind), return shipping costs are your responsibility.

Step 3: Resolution

6. Return Shipping

We recommend using a trackable delivery service, as we cannot be responsible for items lost or damaged during return shipping.

7. Refund Processing

Once we receive and inspect your returned item:

· Refunds will be processed to the original payment method

· We will process refunds within 14 days of receiving the returned item 

· Your financial institution may take additional time to credit your account

8.3 This Policy Does Not Replace Your Rights

This Refund Policy is in addition to your rights under the ACL. Nothing in this policy limits or excludes those rights.

9. Contact Us