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REFUND POLICY

At S.L.Pang Boutique & Design, we take pride in crafting high-quality, handcrafted jewellery and bespoke creations. We want you to be completely delighted with your purchase. If for any reason you are not satisfied, our refund and return policy outlined below details your options.

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1. Change of Mind Returns (In-Stock Jewellery)

We accept returns for store credit or exchange on unworn, in-stock items within 14 days of delivery, provided that:

  • The item is in its original, unworn condition with no signs of wear or damage.

  • The item is returned in its original packaging, including any boxes, pouches, or certificates.

  • Proof of purchase (such as your order confirmation or receipt) is provided.

Please note: Return shipping fees for change-of-mind returns are the responsibility of the customer. We strongly recommend using a tracked postal service (such as Australia Post Express with tracking), as we cannot be held responsible for items lost in transit.

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2. Custom & Bespoke Orders (Final Sale)

Because each custom piece is handcrafted specifically to your personal specifications, bespoke orders are final sale once production begins. However, we want you to wear your jewellery with complete confidence! We proudly offer a 1-year custom guarantee on all bespoke orders. This includes complimentary repairs, adjustments, and care services (such as gentle cleaning and inspections)—available either in-person at our local Brisbane market stalls or via Shipping at agreed upon process and cost.

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3. Damaged, Defective, or Incorrect Items

We inspect every piece carefully before dispatch. However, if your order arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery at SLPangBD@gmail.com with:

  • Your order number.

  • A brief description of the issue.

  • Clear photographs showing the fault or damaged packaging.

Upon receiving your claim, we will assess the issue and arrange for a repair, replacement, or full refund (including return shipping costs) in accordance with Australian Consumer Law.

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4. Local Market Stall Purchases

  • In-Person Purchases: Items purchased directly at our local Brisbane market stalls are eligible for exchange or store credit within 14 days of purchase, provided the item is unworn and accompanied by proof of purchase.

  • Market Order Pick-Ups: If you choose to pick up an online order or a custom piece at one of our market pop-ups, please present your order confirmation email upon collection. Custom pieces remain final sale once collected.

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4. Australian Consumer Law Guarantee

Our goods come with guarantees that cannot be excluded under the 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

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5. Refund Process

Once your returned item is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If approved:

  • Refunds will be processed back to your original payment method within 5–7 business days.

  • Store credit notes will be issued via email immediately upon approval.

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6. Contact Us

For any questions regarding refunds, returns, or product care, please reach out to us:

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