At FOCUS Jewellery, we want you to feel confident choosing your jewellery online. If your piece is not quite right, eligible items may be returned or exchanged in accordance with the policy below.
Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.
30-Day Returns
Eligible items may be returned for a change of mind within 30 days of the date your order is delivered.
To be eligible for a change-of-mind return, the item must be:
- Unworn and unused
- In its original condition
- Free from scratches, marks, damage or signs of wear
- Unaltered and not resized
- Returned with all original packaging, certificates, documentation and accessories supplied with the order
We reserve the right to decline a change-of-mind return if the item does not meet these conditions.
These conditions do not limit your rights in relation to faulty or defective goods under the Australian Consumer Law.
Exchanges
Eligible items may also be exchanged within 30 days of delivery.
If you would like to exchange an item for a different size, colour or product, please contact our Customer Care team before returning your jewellery.
Exchanges are subject to availability.
If there is a price difference between the original item and the replacement item, the difference will either be payable by you or refunded to you, as applicable.
Items Not Eligible for Change-of-Mind Returns
For change-of-mind returns, we are unable to accept:
- Bespoke or custom-designed jewellery
- Personalised or engraved pieces
- Jewellery that has been resized or altered at your request
- Items showing signs of wear, damage or misuse
- Earrings that have been worn or have had any hygiene seal removed, where applicable
- Items specifically marked Final Sale
Sale or promotional items are not automatically considered Final Sale unless clearly stated on the product page or at the time of purchase.
These exclusions apply only to change-of-mind returns and do not affect your rights under the Australian Consumer Law where a product is faulty, defective, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee.
Made-to-Order Jewellery
Many FOCUS pieces may be prepared or made to order.
Unless otherwise stated on the product page, a standard FOCUS design ordered in one of our standard available options is not automatically considered a custom or bespoke item simply because it is made after your order is placed.
However, jewellery made specifically to your individual specifications, including custom designs, engraving, non-standard modifications or alterations requested by you, may not be eligible for a change-of-mind return.
How to Request a Return or Exchange
Before sending an item back to us, please contact our Customer Care team at:
Email:focusjewelleryau@gmail.com
Please include:
- Your order number
- Your full name
- The item you wish to return or exchange
- The reason for the return or exchange
We will provide you with return instructions and the appropriate return address.
Please do not send jewellery to us without first contacting our Customer Care team.
Return Shipping
For change-of-mind returns and exchanges, return shipping costs are the responsibility of the customer unless otherwise stated.
Because jewellery is valuable, we strongly recommend using a tracked and insured shipping service.
FOCUS is not responsible for return parcels lost or damaged in transit before they are received by us.
If an item is confirmed to have a fault or other problem covered by the Australian Consumer Law, reasonable return costs will be handled in accordance with your rights under Australian Consumer Law.
Inspection of Returned Items
All returned jewellery will be inspected after it is received.
For change-of-mind returns, the item must meet the eligibility requirements set out above before a refund or exchange can be approved.
If an item shows signs of wear, alteration, damage or does not meet our change-of-mind return conditions, we may decline the return and arrange for the item to be sent back to you.
Refunds
Once your return has been received, inspected and approved, your refund will be processed to the original payment method.
Please allow approximately 5–10 business days for FOCUS to process an approved refund.
Additional time may be required for your bank, card provider or payment service to make the funds available in your account.
Unless required by law, original shipping charges and other delivery-related charges are not refundable for change-of-mind returns.
Faulty, Damaged or Incorrect Items
Please contact us as soon as possible if you believe that your jewellery:
- Is faulty or defective
- Arrived damaged
- Is materially different from its description
- Is not the item you ordered
Please provide your order number and, where possible, clear photographs showing the issue.
We will assess the matter and work with you to provide an appropriate remedy.
Under the Australian Consumer Law, consumers have automatic consumer guarantee rights. Depending on the circumstances and whether a problem is major or minor, you may be entitled to a repair, replacement, refund or other remedy. These rights exist independently of any FOCUS warranty or voluntary returns policy.
If a product is confirmed to have a problem covered by the Australian Consumer Law, reasonable return costs already incurred may also be reimbursed where required.
Incorrect Ring Size
Please check our Ring Size Guide carefully before placing your order.
If you select the incorrect standard ring size and the piece is otherwise eligible for exchange, please contact us and we will advise you of the available options.
Jewellery that has already been resized or altered specifically at your request may not be eligible for a change-of-mind return or exchange.
This does not affect your rights in relation to faulty goods under Australian Consumer Law.
Gifts
If you received a FOCUS piece as a gift, please contact our Customer Care team with the original order number where possible.
Eligible gift returns may be exchanged or handled in accordance with the original order and payment method.
Refunds will generally be issued to the original payment method used for the purchase.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Your rights under Australian Consumer Law are separate from and in addition to the change-of-mind returns and exchanges offered under this policy.
FOCUS will not limit or exclude any consumer rights that apply under Australian law.
Contact Us
If you have any questions about a return or exchange, please contact:
FOCUS Jewellery Customer Care
Email: focusjewelleryau@gmail.com
Please include your order number so we can assist you as quickly as possible.