Refund policy
ZYRAH AUSTRALIA – Return and Refund Policy
Change-of-Mind Returns
Please choose carefully, as we do not accept returns, exchanges or refunds for change-of-mind purchases.
For hygiene reasons, earrings and jewellery sets containing earrings cannot be returned or exchanged for change of mind. This does not affect your rights under the Australian Consumer Law if an item is faulty, damaged, incorrectly supplied or not as described.
Damaged, Faulty or Incorrect Items
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
If an item arrives damaged, is faulty, is not as described or is different from what you ordered, please contact us using our Contact Us form.
Where possible, please contact us within 7 days of delivery and provide:
- Your name and order number
- A description of the issue
- Clear photographs or a video showing the damage or fault
- Photographs of the parcel and packaging if the item was damaged in transit
Once we receive your return request and supporting images, we’ll review the information and respond within 1–2 business days with the next steps.
The 7-day notification period does not limit any rights you may have under the Australian Consumer Law.
Returning an Item
Please do not return an item before contacting us. Once your return is approved, we will provide the return address and instructions.
Unless otherwise agreed, the item should be dispatched within 14 days of return approval. Please package the item securely and use a trackable postage service.
The customer may initially be required to arrange and pay for return postage. If we confirm that the item is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee, we will reimburse reasonable return postage costs. Please keep your postage receipt.
If the item is assessed and found not to have a fault, or if the damage was caused by misuse, accidental damage, improper storage or failure to follow the care instructions, postage costs may remain the customer’s responsibility.
Repairs, Replacements and Refunds
Once the returned item has been received and assessed, we will contact you with the outcome.
If the item has a major problem under the Australian Consumer Law, you may choose between a replacement of the same type, subject to availability, or a refund. You may also choose to keep the item and receive compensation for any reduction in value.
For a minor problem, we may offer an appropriate remedy, such as a repair or replacement of the affected item or component. If the problem cannot be resolved within a reasonable time, you may be entitled to a replacement or refund.
Where only one component of a jewellery set is affected, we may offer to repair or replace that component if this appropriately resolves a minor problem. Any partial refund or alternative arrangement will be discussed and agreed with you.
Approved refunds will be issued to the original payment method, generally within 5–7 business days after the returned item has been received and assessed.
Jewellery Care
Imitation and gold- or silver-plated jewellery requires careful handling. Exposure to water, moisture, perfume, cosmetics and chemicals may cause tarnishing or discolouration. Damage caused by wear, misuse, improper storage or failure to follow our care instructions is not considered a manufacturing fault.
Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.