Exchange & Refund Policy
In compliance with Australian Consumer Law, Dear Keepsake is not required to provide a refund if you make a wrong selection, need a different size or change your mind. This includes items purchased using Afterpay and Zippay.
By finalising your order you are agreeing to these terms.
Exchanges (if applicable)
We offer a 14 day change of mind period if you are unhappy with your purchase.
To be eligible for an exchange or store credit the following must be met.
1. The item is in unworn, brand new condition with original packaging/ tag.
2. The item is in unworn, brand new condition with no marks or scratches
3. The item is returned to us within 14 days of delivery date
4. Proof of purchase is provided
5. The item was not purchased during a sale
6. Earrings are not eligible for a refund/return/change of mind due to hygiene reasons
In the event that you have received an item with a minor fault, we will first attempt to replace or repair the item. If this is not possible you will be offered the option of a credit note. As per ACCC a refund for an item with a minor fault is at the company's discretion.
For any exchanges/ changes of mind cases, please contact customer service at hello@dearkeepsake.com.au with your order number.
Warranty
We offer a 3 month manufacturing warranty on all jewellery with proof of purchase. This warranty is effective from the date of purchase and proof of purchase must be retained for the warranty to be valid. Our jewellery is of delicate nature and care must be taken when worn.
This covers manufacturing faults and defects. It does not cover pieces that have been damaged due to ‘wear and tear’ through misuse or accident (like a bent ring or, missing stones, broken chain), lost items and improper storage of your product.
The warranty is voided if the jewellery has been bent, engraved, altered and modified, damaged by accident, misuse, and discolouration caused by foreign substances. Plated metals can dull down over time, however, contact with foreign substances such as hand sanitiser, cleaning agents, soap, cosmetic products, and acidic skin types can cause discolouration much faster. Tarnishing, fading & discolourations caused by the above reasons will not be covered under this warranty.
Scratches are not considered a manufacturing defect, meaning it is not covered under warranty as they occur from everyday wear. This includes the wearing down of plated surfaces. Physical contact and friction against other hard and, or rough surfaces will cause the plated layer to wear. This is considered a general wear and tear and will not be covered under warranty.
Pieces can only be deemed faulty by one of our jewellers upon physical assessment. Failure to return the item for assessment or follow the care instructions will render this warranty void. Pieces being returned to us for assessment are to be shipped at the purchaser's expense. In accordance with the ACCC, consumers are responsible for returning products that can be posted or easily returned.
Note: Natural oxidisation of the jewellery, stripping off colour due to skin PH levels and water damage are not considered faults and will not be refunded. Please follow our care instructions.
For hygienic reasons, earrings cannot be returned.
Faulty Items
To make a warranty claim, please bring your proof of purchase to store, or contact our customer service team at hello@dearkeepsake.com.au with your order number or proof of purchase, the full name of the purchaser and multiple images and description of the issue for an assessment.
Please note that wear and tear during normal use is not considered a fault. Dear Keepsake jewellery pieces are delicate in nature and should be handled by following the care instructions.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
You will be required to return the purchased item via post or in store.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you have not yet received your refund, please first check your bank account again. Please then contact your bank or credit card company. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@dearkeepsake.com.au