Returns & Refunds Policy

Last updated: 29 October 2026

At Zentes Jewellery, we want you to shop with confidence.

This Returns & Refunds Policy explains how returns, refunds, cancellations and our 30-day money-back guarantee work for purchases made through zentesjewellery.com.

30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee.

If you are not completely satisfied with your order, or if something is not as expected, please contact us within 30 days of receiving your order.

To request a return, email:

info@zentesjewellery.com

Please include:

1. Your full name
2. Your order number
3. The email address used to place your order
4. The reason for your return
5. Clear photos if an item is damaged, faulty or incorrect
6. Any other information that may help us assist you

Our team will review your request and provide the next steps.

Return Approval

Please contact us before sending an item back so we can provide the correct return instructions and return address.

Some approved returns may need to be sent directly to one of our fulfilment partners, which may be located outside Australia.

Return Shipping Costs

For change-of-mind returns, including unwanted items, return shipping costs are the responsibility of the customer.

We recommend using a tracked shipping service and retaining your proof of postage until your return has been received.

Where an item is confirmed to be faulty, damaged or incorrectly supplied, we will work with you to provide an appropriate solution in line with your rights under Australian Consumer Law.

Condition of Returned Items

To be eligible for a change-of-mind return, jewellery must be:

1. Unworn and unused
2. Free from signs of wear
3. In its original condition
4. Returned with its original packaging where possible

We may be unable to accept change-of-mind returns for items that show signs of wear, damage, perfume, alterations or misuse.

Items That May Not Be Eligible for Change-of-Mind Returns

The following may not be eligible for change-of-mind returns:

1. Gift cards
2. Final-sale items where clearly stated
3. Personalised jewellery
4. Earrings or other hygiene-sensitive items where worn or where hygiene seals have been removed
5. Worn, damaged or altered jewellery
6. Items returned without first contacting us

This does not affect any rights you may have under Australian Consumer Law.

Faulty, Damaged or Incorrect Items

If your jewellery arrives damaged, faulty or different from what you ordered, please contact us as soon as possible at:

info@zentesjewellery.com

Please include your order number, a description of the issue and clear photos of the item and packaging.

We will review the matter and work with you to find an appropriate solution. Your rights under Australian Consumer Law are not excluded or limited by this policy.

Refund Processing

Once your return has been received and approved, we will notify you by email.

Approved refunds will be processed using the original payment method, unless otherwise agreed. Please allow additional time for your bank, card issuer or payment provider to process and display the refund.

Exchanges

Depending on the situation and product availability, we may be able to offer an exchange or another suitable solution.

Please contact us at info@zentesjewellery.com and we will review the available options.

Order Cancellations

If you need to cancel an order, please contact us within 12 hours of placing it at:

info@zentesjewellery.com

If your order has not yet been processed or dispatched, we will do our best to cancel it.

For approved cancellations, a AUD 9.95 cancellation and administration fee will be deducted from your refund to cover payment processing and order handling costs already incurred.

This fee does not apply where you are entitled to a full refund under Australian Consumer Law.

Contact

For questions about returns, refunds, cancellations or your order, please contact:

Zentes Jewellery
Email: info@zentesjewellery.com
Website: zentesjewellery.com