Returns & Refunds Policy

We want you to feel confident when purchasing from Ora Jewelry. Please read the following policy carefully before placing your order.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law.

Change of Mind

Change of Mind Returns

If you wish to return an item for reasons unrelated to a product fault, defect, damage or incorrect item supplied, the return will be treated as a change-of-mind return.

For approved change-of-mind returns:

The item must be unworn, unused and in its original condition, with all original tags, seals, packaging and accessories intact.
There must be no signs of wear, use, alteration or damage.
The customer is responsible for the return shipping cost and any return shipping insurance.
Any original outbound shipping cost and shipping insurance paid by Ora Jewelry may be deducted from the refund, including where complimentary or free shipping was provided at checkout.
We strongly recommend using a tracked and insured return service. Ora Jewelry is not responsible for returned parcels that are lost or damaged in transit.

Change-of-mind returns that do not meet the above conditions may be refused.

This policy does not affect your rights under the Australian Consumer Law or any other rights that cannot legally be excluded.

Payment Processing Fees

For approved change-of-mind cancellations or returns, any non-refundable payment processing fees actually incurred may be deducted from the refund, where permitted by applicable law. This does not apply where the customer is entitled to a remedy under applicable consumer law, including for faulty, defective or incorrectly supplied items.

Earrings & Hygiene

For hygiene reasons, earrings cannot be returned or exchanged once their packaging has been opened, except where the item is faulty, damaged, incorrectly supplied or you are otherwise entitled to a remedy under the Australian Consumer Law.

Please inspect earrings carefully before opening their sealed packaging.

Natural Pearl Characteristics

Genuine cultured pearls are natural gems, and no two pearls are exactly alike.

Natural variations may occur in shape, surface, colour, luster and other characteristics. Small dimples, growth marks, variations in shape and subtle differences between individual pearls can form naturally during the pearl-growing process.

These natural characteristics are part of the individuality of genuine pearls and, by themselves, are not considered manufacturing defects.

Product photographs are intended to represent our jewelry as accurately as reasonably possible. However, because every pearl is naturally unique, the pearls you receive may show subtle differences from those photographed.

Colours may also appear slightly different depending on lighting, photography and screen settings.

Nothing in this section excludes or limits your rights under the Australian Consumer Law where an item does not meet an applicable consumer guarantee.

Faulty, Damaged or Incorrect Items

Every Ora Jewelry piece is individually inspected before dispatch.

If you believe your item has arrived damaged, contains a manufacturing fault, is materially different from its description, or you have received an incorrect item, please contact us as soon as reasonably possible after discovering the issue.

Please provide:

* your order number;
* a clear description of the issue; and
* clear photographs or video showing the item and the relevant issue where reasonably possible.

Please do not return an item before contacting us. We will provide return instructions where a return is required.

Assessment

We may reasonably request photographs, video or the return of the item so that we can assess the issue.

An item will not ordinarily be considered faulty where damage has resulted from misuse, accidental damage, improper storage, failure to follow reasonable care instructions, normal wear and tear, or other circumstances unrelated to a defect in the product.

Natural characteristics of genuine cultured pearls, as described above, are not by themselves manufacturing defects.

This does not affect any rights or remedies available under the Australian Consumer Law.

Remedies for Faulty Goods

Your remedy will depend on the nature of the issue and your rights under the Australian Consumer Law.

Where a problem is minor and can be remedied within a reasonable time, Ora Jewelry may offer an appropriate repair, replacement or other remedy in accordance with the Australian Consumer Law.

Where a product has a major problem, you may be entitled to choose a replacement or refund in accordance with the Australian Consumer Law.

Where a replacement is agreed, Ora Jewelry will cover reasonable return and replacement shipping costs where required.

Where a return is required, please follow the return instructions provided by our customer care team.

Where reasonably possible, please return the item together with its original packaging, accessories and any other components supplied with the product.

Refunds

Where a refund is approved or required under the Australian Consumer Law, the refund will be processed to the original payment method unless otherwise agreed.

Refund processing times may vary depending on your bank or payment provider.

Original shipping charges are not refundable except where required by the Australian Consumer Law.

Return Shipping

We do not accept unauthorised returns. Please contact Ora Jewelry before sending any item back to us.

Where Ora Jewelry is responsible for providing a remedy under the Australian Consumer Law, reasonable return shipping costs will be handled in accordance with your applicable consumer rights and the circumstances of the return.

Ora Jewelry is not responsible for items returned without prior authorisation or to an incorrect return address.

Proof of Purchase

We may require reasonable proof of purchase before providing a remedy. Your Ora Jewelry order confirmation, order number or other reasonable evidence of purchase may be used for this purpose.

Contact Us

If you believe there is an issue with your order, please contact our customer care team and include your order number and details of the issue.

We will review your request and provide the appropriate next steps.

This Returns & Refunds Policy operates in addition to, and does not exclude, restrict or modify, any consumer guarantees, rights or remedies available under the Australian Consumer Law.