Return and Exchange Policy

Return and Exchange Policy

We are committed to providing high-quality products and exceptional customer service. Our return and exchange policy aligns with Australian Consumer Law (ACL) and industry standards to ensure a fair and transparent process for our customers.

1. 30-Day Quality Guarantee

We offer a 30-day return and exchange policy for quality-related issues.ย If an item is found to be faulty or not as described, you may return or exchange it within 30 days of purchase.

2. Eligibility for Returns and Exchanges

โœ” Accepted (Quality Issues Only)

If the item has a manufacturing defect or is damaged upon arrival, you are entitled to a repair, replacement, or refund.

  • Faulty or Defective Items: If your product arrives damaged, defective, or has a manufacturing fault, we will cover the return shipping cost or send a free replacement at no additional charge.
  • Incorrect or Misrepresented Items: If you receive an item that significantly differs from its description, you are eligible for a return or exchange.

โœ– Not Accepted (Non-Quality Issues)

Due to the personal nature of jewelry and hygiene considerations, we do not accept returns or exchanges for the following reasons:

  • Change of Mind: Under Australian Consumer Law, businesses are not obligated to provide refunds or exchanges for change of mind purchases.
  • Incorrect Size or Style Selection: Please confirm size and style before purchasing, as sizing issues do not qualify for returns.
  • General Wear and Tear: Natural oxidation, minor scratches, and daily wear effects are not considered defects.
  • Hygiene & Personal Items: Earrings, body piercings, and customized jewelry are non-returnable unless faulty, in line with industry hygiene standards.

3. How to Request a Return or Exchange

  1. Contact Customer Support: Email us at '444611777@qq.com'ย within 30 days of receiving your order.
  2. Provide Necessary Information: Include your order number and clear photos/videos of the issue.
  3. Processing:
    • If approved, we will send you a prepaid return shipping label (for quality issues).
    • A replacement will be sent immediately or a refund will be processed within 3-5 business days after receiving the returned item.

4. Non-Returnable Items

The following items cannot be returned unless they are faulty:

  • Items marked as final sale
  • Personalized or custom-made products
  • Earrings and other personal hygiene items (for health & safety reasons)

If a non-returnable item is found to be faulty, you are still entitled to a repair, replacement, or refund under Australian Consumer Law (ACL).

5. Shipping Returns

To initiate a return, please email us at [Your Contact Email] for return instructions.

  • Customers are responsible for return shipping costs (except for faulty or incorrect items).
  • We recommend using a trackable shipping service for returns over $75, as we cannot guarantee receipt of returned items without tracking.
  • If a returned item does not meet our return conditions, it will not be accepted, and the customer may need to arrange return shipping.

6. Jewelry & Silverware Special Policy

To maintain the longevity and beauty of your jewelry, please note the following special conditions for silver and gemstone jewelry:

Silver Jewelry

  • Soft Silver Posts: 925 silver earring posts are delicate. Bent or broken posts due to external force or sleeping with earrings on are not quality issues.
  • Tarnishing & Oxidation: Silver naturally oxidizes over time. Proper cleaning and care are required; tarnishing is not a reason for return.

Gemstone & Pearl Jewelry

  • Stone Detachment: If a gemstone (e.g., Tiger Eye) falls off upon arrival, it is considered a quality issue. However, damage caused by prolonged water exposure or improper care is not covered.
  • Pearl Surface Variations: Natural pearls may have minor texture differences or growth marks. These are not defects. However, if a pearl has severe scratches or visible pitting affecting appearance, it qualifies for exchange.

Customers are encouraged to handle jewelry with care and follow proper maintenance guidelines. Returns due to wear and tear, mishandling, or incorrect sizing are not eligible for refunds or exchanges.

7. Contact Us

For any return or refund inquiries, please reach out to us at:
Email: support@pzzcoastline.com

We are happy to assist you with any concerns!