Returns & Warranty Policy

Your rights under Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights you have under the 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 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.

Ready to Ship pieces

For change-of-mind purchases, we may offer an exchange or store credit when you contact us within 7 days of receiving a Ready to Ship piece. The piece must be unworn, in original condition, and returned with its original packaging and any accompanying documentation.

Change-of-mind return postage and insurance are the customer’s responsibility. This does not apply where the item has a fault or does not meet a consumer guarantee.

Made to Order & custom pieces

Made to Order and custom pieces are created especially for you, so change-of-mind refunds are generally not available. If you contact us within 7 days of receiving your piece, we will consider whether an exchange is practical, taking into account the design, size, condition and materials involved.

Any agreed exchange is handled case by case. Your rights under the Australian Consumer Law continue to apply at all times.

12-month manufacturing-defect warranty

In addition to your Australian Consumer Law rights, Emberose provides a 12-month warranty from the date you receive your piece for manufacturing defects. Where a covered defect is confirmed, we will repair the piece, replace it where appropriate, or provide another remedy consistent with the circumstances and your rights under law.

This voluntary warranty does not cover normal wear and tear, accidental damage, loss, misuse, inappropriate care, unauthorised repairs or alterations, or changes caused by everyday use. It also does not limit any remedy you may have under the Australian Consumer Law.

How to make a claim or request a return

Please contact us before sending anything back. Include your order number, a clear description of the issue or request, and photographs where helpful. We will let you know the next steps and provide return instructions.

• Email: Returns@emberosejewellery.com.au
• Phone: 0494 717 961
• Return address: Office 2, 585 Burwood Hwy, Knoxfield VIC 3180

If a manufacturing defect or consumer-guarantee issue is confirmed, Emberose will cover reasonable return postage costs or reimburse reasonable costs incurred in making the claim. For change-of-mind returns and claims not covered by this policy, return postage and insurance remain your responsibility.