Refund policy

Change of mind

If you change your mind, contact us within 14 days of delivery at hazelandrowe@outlook.com with your order number.

Approved change of mind returns are resolved with a store credit. We do not offer refunds for change of mind.

The piece must come back unworn, undamaged and in its original packaging, with any tags attached.

What change of mind does not cover

For hygiene reasons, earrings and toe rings cannot be returned for change of mind.

Sale items cannot be returned or exchanged for change of mind.

These exclusions apply to change of mind only. They do not affect your rights if an item is faulty, not as described or not fit for purpose, which are covered below and apply to every piece we sell, sale items and earrings included.

Return postage

For change of mind returns, return postage is at your cost. We recommend a tracked service, as we cannot be responsible for a parcel that does not reach us.

If an item is faulty, we cover return postage.

Faulty, damaged or not as described

Every Hazel & Rowe piece is personally inspected before it is packaged and sent to you. Occasionally something still slips through.

If you believe your jewellery has a fault, email hazelandrowe@outlook.com as soon as you can with your order number, a description of the issue and clear photographs showing it. Please contact us before sending anything back.

Once we have assessed the piece we will provide a repair, replacement or refund in accordance with the Australian Consumer Law. Where the failure is major, the choice between those remedies is yours.

A fault does not include reasonable wear and tear, accidental damage, misuse, improper storage, or damage caused by not following our jewellery care instructions. It also does not include the natural variation in pearls, stones and shells, which is a characteristic of the material rather than a defect.

Your rights under Australian Consumer Law

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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights. The change of mind terms above are offered in addition to them, not instead of them.

How to return an item

1. Email hazelandrowe@outlook.com with your order number and the reason for the return. For a fault, include photographs.
2. Wait for us to confirm the return and give you the address. Please do not post anything back before this.
3. Pack the piece securely, keep your postage receipt and tracking number.

Approved returns are sent to:

Hazel & Rowe
C/- Style House Fashion
Shop 6A, Sun Valley Road Marketplace
85 Sun Valley Road
Gladstone QLD 4680

Store credit and refunds

Store credit is issued within 2 business days of your return reaching us and assessed. Where a refund applies, it is processed within 2 business days to the original payment method. Your bank or payment provider may take a few days longer to show the funds.

Exchanges

Exchanges depend on availability. One-of-a-kind pieces cannot be replaced with an identical item, since each is made around a particular pearl, stone or shell. We will talk you through the options without limiting your consumer rights.

Gift cards

Gift cards cannot be returned or exchanged for cash. A gift card can be used on anything we sell, and it is valid for three years from the date of issue. If you buy a piece using a gift card and later return it under this policy, the value goes back onto the gift card rather than to a bank account, and it stays available to you for the remainder of that three year period.

This does not affect your rights under the Australian Consumer Law. Where a consumer guarantee has not been met, you may choose a refund rather than a credit, and we will discuss the options with you.