Returns and Exchanges Policy - Primitive Earth Noosa
Returns and Exchanges Policy - Primitive Earth Noosa
At Primitive Earth Noosa, we want you to be completely satisfied with your purchase. If for any reason you are not, our returns and exchanges policy is designed to be fair and straightforward, ensuring a seamless process for you.
Our Returns Policy
Eligibility for Returns
- Time Frame: You can return items within 30 days of the delivery date.
- Condition: Items must be returned in their original, unworn condition with all tags, packaging, and documentation (including certificates of authenticity, if applicable).
- Exclusions: Custom-made, personalised items, and earrings (for hygiene reasons) are non-returnable unless there is a manufacturing defect.
Steps to Return an Item
- Contact Us: Email our customer service team at returns@primitiveearthnoosa.com.au or call us at (07) 54740331 to initiate a return. Please include your order number and reason for the return.
- Receive Authorisation: Once your return request is approved, we will provide you with a Return Authorisation (RA) number and detailed instructions on how to proceed.
- Pack and Ship: Securely package the item(s) and include a copy of the RA number and the original receipt. We recommend using a trackable shipping method to ensure your return reaches us safely. Return shipping costs are the responsibility of the customer, unless the return is due to a defect or error on our part.
- Inspection and Refund: Upon receiving your return, we will inspect the item(s) to ensure they meet our return criteria. Refunds will be processed within 5-7 business days to the original payment method. You will receive an email confirmation once your refund is issued.
Exchanges
Standard Exchanges:
If you would like to exchange your item for a different size, colour, or another product, follow the same steps as for a return. Specify in your email or call what you would like to exchange the item for. We will confirm availability and guide you through the process.
Processing Time:
Exchanges will be processed within 5-7 business days after we receive your return. We will ship the new item to you at no additional cost if it is within Australia. For international exchanges, standard shipping rates will apply.
Damaged or Defective Items
We take great care to ensure our jewellery meets the highest standards of quality. If you receive an item that is damaged or defective, please contact us immediately at returns@primitiveearthnoosa.com.au or (07) 54740331 with your order details and a description of the issue.
Inspection and Resolution:
We will arrange for the item to be returned to us for inspection. If we confirm a defect or damage that is not due to misuse or normal wear and tear, we will offer you a replacement, repair, or full refund, including any return shipping costs.
Non-Returnable Items
- Custom or Personalised Jewellery: As these pieces are made specifically to your specifications, they cannot be returned or exchanged unless there is a defect.
- Earrings: For hygiene reasons, earrings cannot be returned or exchanged.
- Final Sale Items: Items marked as final sale are not eligible for returns or exchanges.
Gift Returns
Gift Returns:
If you received a Primitive Earth Jewellery item as a gift and wish to return it, please contact us with the order details. You may choose to exchange it or receive a store credit for the value of the item.
Return Shipping Address
Please send all returns to the following address:
Primitive Earth Jewellery
Returns Department
PO Box 257
Noosaville , QLD 4566
Australia
Need Assistance?
If you have any questions about our returns policy or need help with your return, please contact our customer service team:
Email: returns@primitiveearthnoosa.com.au
Phone: (07) 54740331
We are here to assist you and ensure your satisfaction with every purchase from Primitive Earth Noosa.
Thank you for choosing Primitive Earth Noosa. We appreciate your business and look forward to serving you again.