Refund policy
Jewels by Panache – Returns, Refunds, Exchanges & Cancellations Policy
At Jewels by Panache, every piece is carefully inspected and quality checked before dispatch to ensure it meets our standards of craftsmanship, finishing, and presentation. Each order is securely packaged to help protect your jewellery during transit.
By placing an order through our website, social media channels, private appointments, or in-store, you acknowledge and agree to the following policy.
1. Returns, Refunds & Exchanges
For hygiene reasons, earrings cannot be returned, exchanged, or refunded.
As most of our jewellery collections include earrings as part of a complete set and the components are not sold separately, all necklace sets, bridal sets, and coordinated jewellery sets are final sale and are not eligible for return, exchange, or refund due to:
- Change of mind
- Incorrect selection
- Personal preference
- Event cancellation or change of plans
- Colour expectations due to screen variations
- Delays resulting from customer approval or customisation requests
This policy applies to purchases made through:
- www.jewelsbypanache.com.au
- www.jewelsbypanache.com
- www.panachehautecouture.com.au
- www.panachehautecouture.com
- In-store purchases
- Private appointments and consultations
Please choose carefully before completing your purchase.
2. Custom & Made-to-Order Pieces
Custom-made, personalised, made-to-order, or specially sourced jewellery is created specifically for you and is therefore final sale.
Once an order has been confirmed:
- It cannot be cancelled.
- It cannot be refunded.
- It cannot be exchanged.
- Design or specification changes may not be possible once production has commenced.
Any deposit or progress payment made towards a custom order is non-refundable.
3. Order Cancellations
Orders cannot be cancelled once any of the following has occurred:
- Payment has been received.
- Order processing has commenced.
- Production has commenced for custom pieces.
- A shipping label has been generated.
- The order has been packed or dispatched.
4. Damaged or Faulty Items Upon Delivery
If your order arrives damaged or you believe there is a manufacturing fault, you must:
- Record a continuous unboxing video beginning before the outer courier packaging is opened.
- Ensure the shipping label is clearly visible.
- Contact us within 10 hours of delivery.
- Provide your order number, photographs, and the unboxing video.
Claims submitted without an unboxing video may be difficult to verify and may not be accepted.
Where a claim is approved, Jewels by Panache will determine the most appropriate remedy, which may include:
- Repair
- Replacement (subject to stock availability)
- Refund where required under Australian Consumer Law
5. Minor Transit Adjustments
Occasionally, movement during shipping may result in minor issues such as:
- Loose links
- Detached hanging elements
- Minor stone movement
These are generally repairable and do not automatically qualify for a return or refund. Our team will assess the item and recommend the most appropriate solution.
6. Natural Stone Characteristics
Many of our pieces feature handcrafted Kundan, Polki, semi-precious, and natural stones.
Natural characteristics may include:
- Inclusions
- Surface markings
- Slight colour variations
- Minor irregularities
These are part of the beauty and individuality of natural materials and are not considered manufacturing defects.
7. Handmade Variations
Many Jewels by Panache creations are handcrafted by skilled artisans.
Slight variations in the following may occur:
- Stone placement
- Finish
- Colour tone
- Size
- Weight
- Pattern
These variations are part of the handmade process and contribute to the uniqueness of each piece. Product measurements are approximate.
8. Product Photography & Colour Representation
We make every effort to display our jewellery as accurately as possible.
However, actual colours and finishes may vary depending on:
- Photography lighting
- Camera settings
- Screen brightness
- Device display settings
Such variations are not considered faults and do not qualify for returns or refunds.
9. Jewellery Care & Normal Wear
Our jewellery is designed for occasional and special-event wear and should be handled with care.
To preserve its beauty, avoid contact with:
- Water
- Perfume
- Cosmetics
- Sweat
- Chemicals
- Moisture and humidity
Normal wear over time, including plating wear, tarnishing, stone loosening, discolouration, or changes resulting from storage conditions, body chemistry, accidental damage, or improper handling, is not considered a manufacturing fault.
10. Delivery Information
Customers are responsible for providing accurate shipping information at the time of purchase.
Jewels by Panache is not responsible for delays or additional charges arising from incorrect delivery details supplied by the customer.
Once a parcel has been marked as delivered by the courier, responsibility for the parcel passes to the recipient. Any delivery disputes should be raised with the courier service, although we will provide reasonable assistance where possible.
11. Australian Consumer Law
Nothing in this policy excludes or limits your rights under the Australian Consumer Law.
If a product has a major fault or fails to meet the consumer guarantees provided under Australian law, you may be entitled to a repair, replacement, or refund as required by legislation.
Contact Us
If you require assistance regarding your order, please contact our customer care team with your order details.
Email: info@jewelsbypanache.com.au
At Jewels by Panache, we are committed to delivering exceptional craftsmanship and customer service, and we will always work with you to find a fair and reasonable solution where possible.