GUARANTEES AND RETURNS POLICY
Last updated: 22 September 2025
At Eden & Co, every piece of jewellery is crafted with care, intention, and attention to detail. Because most of our jewellery is custom made to order, we have specific policies in place regarding refunds, exchanges, and warranty. Please read the following carefully before placing your order.
Refunds
1.1 All purchases are non-refundable unless required under the Australian Consumer Law (ACL).
1.2 Under the ACL, you are entitled to a repair, replacement, or refund if an item is faulty, not as described, or does not meet consumer guarantees.
1.3 Refunds are not available for change of mind or incorrect choice.
Exchanges & Store Credit
2.1 For change of mind, we offer store credit only, valid for 12 months from the date of issue.
2.2 Exclusions – non-returnable and non-exchangeable items:
2.2.1 Custom and engraved pieces
2.2.2 Earrings (for hygienic reasons)
2.3 Rings, bracelets, and necklaces may be exchanged for store credit or resizing (fees may apply).
2.4 If you wish to exchange an item for a different style, you may return it for store credit and use this towards placing a new order.
2.5 Store credit is non-transferable and cannot be redeemed for cash.
Conditions for Returns/Exchanges
3.1 Items must be:
3.1.1 Unworn and unused
3.1.2 Free from damage, dirt, or alterations
3.1.3 Without engraving.
3.1.4 In original packaging and complete with all materials.
3.2 Items returned in imperfect or unacceptable condition will be refused and returned to the customer.
3.3 Sale or promotional items are final sale and cannot be returned or exchanged.
Timeframe for Returns
4.1 You must initiate a return request within 7 days of receiving your order.
4.2 Returned items must be shipped back within 7 days of lodging your request.
4.3 Returns received outside these timeframes may not be accepted.
Return Shipping
5.1 Domestic return shipping is $15 AUD, which will be deducted from your store credit or exchange value.
5.2 Shipping fees are non-refundable.
5.3 At this stage, we do not accept international returns.
Warranty
6.1 All Eden & Co jewellery is covered by a 12-month warranty against manufacturing defects from the date of purchase.
6.2 This warranty does not cover:
6.2.1 General wear and tear
6.2.2 Improper use or damage caused after purchase
6.2.3 Modifications, repairs, or resizing by third parties
6.3 If your piece is faulty, we will repair, replace, or refund it in line with the Australian Consumer Law.
6.4 Where a repair is required under warranty, customers are responsible for the cost of shipping the item to Eden & Co. Eden & Co will cover the cost of return shipping once the repair has been completed. We recommend using a tracked and insured shipping method, as Eden & Co is not responsible for items lost or damaged in transit to us.
How to Initiate a Return
7.1 To initiate a return, repair or exchange, please contact us at returns@edenandcojewellery.com with your order details.
7.2 You will be provided with instructions and a return shipping label (for domestic returns).