Refund policy

Returns & Refund Policy

We want you to love your Sass and Pearls purchase.

If there is a problem with your jewellery or order, please contact us as soon as possible so we can work with you to find the appropriate solution.

Faulty, Damaged or Incorrect Items

If you believe an item you have received is faulty, damaged, incorrect or does not match its description, please contact us with your order details and information about the issue.

We may ask you to return the item so that we can assess it.

Depending on the circumstances, the appropriate remedy may include a repair, replacement or refund. Nothing in this policy limits your rights under the Australian Consumer Law.

Where a refund is appropriate, it will generally be returned to your original payment method. Processing times after a refund is issued may vary depending on your bank or payment provider.

Change of Mind

Because many Sass and Pearls orders involve a pearl being individually revealed and then paired with or assembled into your chosen jewellery, we do not offer change-of-mind returns or refunds once your order has been processed and your pearl has been revealed during a live or video opening.

If you change your mind before your order has been processed and before your pearl has been revealed, please contact us as soon as possible. If processing has not begun, we may be able to cancel your order and provide a refund.

Our change-of-mind policy does not affect any rights you may have under the Australian Consumer Law where there is a problem with the goods.

Pearl Variations

Pearls are natural products and no two pearls are exactly alike. Natural variations in colour, shape, size, surface, lustre and character are part of what makes each pearl unique.

These natural characteristics should not necessarily be considered faults or defects.

Where your order involves a pearl reveal, the individual characteristics of the pearl you receive form part of the Sass and Pearls reveal experience.

Returns

Please contact us before returning an item so we can discuss the issue and provide the appropriate return instructions.

Please include your order number and details of the problem when contacting us.

Where an item is confirmed to have a problem covered by the Australian Consumer Law, reasonable return costs will be handled in accordance with your rights under Australian Consumer Law.

Sale Items

Sale or promotional pricing does not remove your rights under the Australian Consumer Law.

Our normal change-of-mind conditions still apply to sale items.

Questions or Problems

If you have any concerns about your purchase, please contact Sass and Pearls Jewellery using the details on our Contact Us page. We'll work with you to understand the issue and find the appropriate solution.