Refund policy
Returns and Refunds Policy
We want you to be happy with your purchase. If something is not right, we will help you resolve it.
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. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the issue is not a major failure.
This policy applies in addition to your rights under Australian Consumer Law.
Change of mind returns
We accept change of mind returns within 14 days of delivery.
To be eligible for a change of mind return, the item must be:
• unused
• in the same condition as received
• in its original packaging and presentation
Items that cannot be returned
Change of mind returns are not available for:
• customised items or special design orders
• pierced earrings, for hygiene reasons
• items marked as final sale where the product listing states no returns
• gift cards
• items that cannot be returned for hygiene reasons once worn or handled
These exclusions do not affect your rights under Australian Consumer Law.
Faulty or incorrect items
If your item is faulty, damaged, or incorrect, please contact us as soon as possible with your order number and photos.
If the item is confirmed to be faulty or not as described, we will comply with Australian Consumer Law and provide a repair, replacement, or refund.
Where a return is required for a faulty or incorrect item, we will cover the return shipping costs.
How to request a return
To start a return, please email customerservice@prismandpearl.store with:
• your full name
• your order number
• the item you wish to return
• the reason for the return
• clear photos if the item is faulty or damaged
We will advise whether the return is approved and provide instructions for the next steps.
Return shipping
Faulty or incorrect items
• We will provide a prepaid return label or an alternative return method so you do not incur return shipping costs.
Change of mind returns
• You are responsible for the cost of return postage.
• We recommend using a tracked shipping service.
• We are not responsible for items lost in transit during return shipping.
Refunds and exchanges
Once your return is received and inspected, we will notify you of the outcome.
Approved refunds will be processed to the original payment method used at checkout. Processing times may vary depending on your payment provider.
Approved exchanges or replacements will be dispatched with a new tracking number.
If a return does not meet the conditions outlined above, we will contact you to discuss the available options.
