Returns & Refunds

Your Rights Under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). 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 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, excludes, or modifies any right or remedy you have under the ACL. Where there is any inconsistency between this policy and the ACL, the ACL prevails.

What We Accept Returns For

We will provide a replacement or refund in the following circumstances:

• The item arrives faulty or defective due to a manufacturing fault
• The item is damaged in transit and the damage is present upon delivery
• You received the wrong item — a different product from what you ordered
• The item is materially not as described on the product listing

Where your claim is approved, we will cover all return postage costs and provide a replacement of the same item where stock is available, or a full refund to your original payment method if stock is unavailable — at our discretion and in accordance with the ACL.

No Change-of-Mind Returns

We do not accept returns or provide refunds or exchanges for change of mind, incorrect size selection, or where you simply decide you no longer want an item. We are not required to do so under Australian Consumer Law.

We strongly encourage you to review all product descriptions, dimensions, material information, and photos carefully before purchasing. Our Size Guide covers rings, bracelets, and necklace lengths. If you have any questions before purchasing, please contact us — we respond within 1–2 business days.

Normal Wear and Tear

Our stainless steel fashion jewellery is waterproof and anti-tarnish under normal daily conditions. The following are not considered defects and are not covered under this policy:

• Surface scratches from contact with hard surfaces or other jewellery during storage or wear
• Discolouration or damage from exposure to harsh chemicals such as bleach, chlorine, or abrasive cleaning products
• Damage caused by misuse, accidents, or modifications
• General wear consistent with regular daily use over time

Please read our Care Guide to keep your pieces in the best condition.

Custom & Bespoke Jewellery

Custom and bespoke jewellery orders are made to your specific instructions. They cannot be returned, exchanged, or refunded except where the item is genuinely faulty, has a manufacturing defect, or is not as agreed in writing at the time of commission. Your rights under the ACL are not affected.

How to Lodge a Claim

If your item is faulty, damaged, or incorrect, contact us within 7 days of delivery. Delays in reporting may affect our ability to assess the claim.

1. Email contact@stratumstone.com with your order number, a clear description of the issue, and photos clearly showing the fault or damage.
2. We will respond within 1–2 business days to assess your claim.
3. If your claim is approved, we will provide a prepaid return label for Australian orders, or arrange and cover return shipping costs. Do not return any item without receiving written authorisation from us first.
4. Once we receive and inspect the returned item, we will dispatch a replacement or process a refund within 5 business days.

Important: Items returned to us without prior written authorisation will not be processed and will be returned to the sender at the sender's expense.

Refund Processing

Approved refunds are returned to your original payment method within 5 business days of our approval decision. Depending on your bank or card issuer, funds typically appear in your account within 3–10 business days after we initiate the refund. Processing times are outside our control once the refund is issued.

Questions?

Email contact@stratumstone.com — we respond within 1–2 business days, Monday to Friday.