Refund policy

All items purchased online are carefully checked prior to packaging for dispatch. Should your purchase arrive damaged please notify us by email amy@onyxandpearl.com.au with 72 hours of receiving your item.

To start a return, you can contact us at amy@onyxandpearl.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Change of mind items must be returned within 30 days from the date of purchase & your item must be unused and in the same condition that you received it. It must also be in the original packaging. A credit note or gift voucher will be issued for value of the Change of Mind item.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Refunds (if applicable)
Once your return is received & inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, & a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Damages and issues
Please inspect your order upon receipt & contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), & personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, & once the return is accepted, make a separate purchase for the new item.