Refund policy

RETURNS, EXCHANGES & 6-MONTH WARRANTY

(Tegan Rae Jewellery)

At Tegan Rae, we design jewellery to be worn, lived in and loved. We stand behind the quality of our pieces and want you to feel confident when purchasing.

Please read the below carefully before lodging a return or warranty claim.

CHANGE OF MIND RETURNS (JEWELLERY ONLY)

We offer 14-day change of mind returns on eligible jewellery items.

To be eligible:

  • You must contact us within 14 days of receiving your order.

  • The item must be unworn, unused and in original condition.

  • All original packaging must be included.

  • The item must show no signs of wear, scratches, bending, stretching, perfume exposure, or cosmetic damage.

If approved, you may choose:

  • A refund to your original payment method, or

  • Store credit (valid for 12 months).

Please note:

  • Return shipping costs are the responsibility of the customer.

  • Original shipping costs are non-refundable.

  • If we provide a return label, the cost will be deducted from your refund.

  • We are not responsible for lost return parcels,  tracked postage is recommended.

Items returned in worn or damaged condition will not be accepted and may be returned to sender.

ITEMS NOT ELIGIBLE FOR CHANGE OF MIND RETURNS

For hygiene and safety reasons, the following are final sale unless deemed faulty under Australian Consumer Law:

  • Earrings

  • Beauty and self-care products (including sunscreen)

  • Sale items

  • Final clearance items

  • Free gifts or promotional items

  • Apparel / clothing

Please choose carefully when purchasing these items.


6-MONTH COLOUR & QUALITY WARRANTY

All Tegan Rae jewellery is backed by a 6-month colour and craftsmanship warranty from the date of purchase.

This warranty covers:

  • Manufacturing faults

  • Structural breakage at solder or connection points

  • Faulty clasps

  • Abnormal plating failure

  • Stone loss due to defective setting

  • Significant discolouration inconsistent with normal wear

If a fault is confirmed, we may offer:

  • A replacement

  • A repair

  • Store credit

  • Or refund (where required under Australian Consumer Law)

All warranty claims are subject to assessment.


WHAT IS CONSIDERED NORMAL WEAR

Jewellery is delicate by nature and daily wear may naturally result in gradual changes over time.

The following are not considered manufacturing faults:

  • Gradual plating fade due to friction or frequent wear (only solid gold with never fade)

  • Minor surface scratches

  • Bent chains due to pulling or force

  • Damage caused by impact

  • Damage from chemicals, chlorine, perfumes, fake tan, or cleaning products

  • Stretching or stress damage

  • Repeated breakage in the same area due to external force

Plating fade over time, particularly on rings and bracelets that experience friction, is considered normal wear.

STONE LOSS

Stone loss is covered under warranty if it is determined that the setting was faulty.

Stone loss caused by impact, bending, sleeping in jewellery, gym activity, or snagging is not covered. 

REPEATED DAMAGE POLICY

If a replacement item experiences repeated damage in the same area, this may indicate external force or wear conditions rather than a manufacturing fault.

In such cases, we reserve the right to:

  • Offer a repair service instead of further replacements

  • Decline additional replacements

  • Offer a discounted replacement at our discretion

Warranty claims are generally limited to one replacement per item per order unless required under Australian Consumer Law.

SALE ITEMS

Sale and discounted items are final sale and cannot be returned for change of mind.

If a sale item is faulty, it will be assessed under Australian Consumer Law.

HOW TO LODGE A RETURN OR WARRANTY CLAIM

Please email hello@studiojostore.com.au within the applicable time frame of 14 days and include:

  • Your order number

  • Clear photos of the item

  • A brief description of the issue

Do not send items back without prior approval.

Once received, please allow up to 3 business days for assessment and processing.

AUSTRALIAN CONSUMER LAW

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

This policy does not limit your rights under Australian Consumer Law.

Afterpay PayPal Mastercard Visa Apple Pay American Express Google Pay Klarna Shop Pay Zip