Returns & Refunds Policy
Last updated: 29th March, 2020
Due to the COVID-19 pandemic
we've extended our 30-day return policy to 180 days (6 months).
We don't want our customers to feel they need to risk leaving their homes during the pandemic to post their returns in time.
We'll deliver your items to your home and you now have up to 6 months to return items for exchanges etc. so you can stay home safe.
Changing or cancelling your order
You can change or cancel your order within 6 hours of placing your order on our website, after this time no more changes can be accepted.
All you need to do is contact us with your order number or full name and ask to cancel or change your items and we'll arrange this for you. We'll then let you know via email once it's been finalized.
If you would just like to add additional items to your order it would be easier and faster for you to just place an additional separate order through the normal checkout process on our website and you don't need to contact us in this case.
If you cancel your order you will receive the refunded amount back in your bank account within 7-14 business days.
How long do I have to return or exchange an item?
The return process
1. You have 30 days to contact us that you wish to return or exchange your item(s) and then another 30 after you contact us to ship back your item back to us in it's original condition (all items must be returned to our head office in Victoria, Australia to be accepted).
If 30 days have gone by since the date you received your item 'date of delivery' (we use your item's tracking information to show date of delivery) and you have not contacted us within this time, unfortunately we can’t offer you a refund or exchange.
2. If the extra 30 days have gone by since the date you contacted us to start a return process and we still have not receiving your return by then, unfortunately we can't offer you a refund or exchange.
On the rare occasion you did not receive tracking information or the tracking failed - our return policy on these items is calculated by your date of order on our website plus maximum shipping wait times for your location (35 BUSINESS days for customers within the USA, Australia, United Kingdom, New Zealand and Canada / 65 BUSINESS days for customers outside USA, Australia, United Kingdom, New Zealand and Canada) + 60 days money back guarantee.
If you need assistance please contact our friendly customer service and they'll be happy to help you.
You can also use this handy date calculator tool.
Where returns need to be shipped to
All returns will need to be shipped to our head office in Victoria, Australia to be accepted.
At this time we do not have return offices outside of Australia but we hope to in the future.
If you need to ship back a return please contact us first so we can arrange this for you right away and send you our return address.
Please DO NOT send your item(s) back to the design partners in China, Australia and USA (e.g. do not return to the sender address on your package).
If you do so these returns unfortunately cannot be accepted as all orders must be processed through our systems and inspected by us.
As our customer service centre and company is located in Australia and we cannot offer you a refund or exchange in these instances as we will not receive your item to process a return for you.
Please contact our customer service team to process your return.
How to return your item
If you want a refund or to exchange an item please just contact our customer service team with your request so we can process this for you as soon as possible.
Do you accept returns for change of mind purchases?
*Yes! We give you store credit for these items.
If you received your order and decide you just don't want it anymore, you've changed your mind and don't want to exchange it for any other size or item but it had arrived in original condition without any damage or error on our part.
We do accept returns for these items and you will receive store credit (valid for 1 year) equal value to the full price you paid for the item only.
We do not refund the cost of the item in cash or monies for change of mind purchases. We do accept sale items for these returns also.
Do you accept custom and sale items for returns?
YES! Any custom personalized items with engravings, birthstones or other DIY personal features and sale items can also be returned. As long as the item(s) is in it's original condition and falls within out 30-day return policy we accept these items also for full refund, exchange or store credit.
Do you accept promotional free giveaway and competition items for returns?
Promotional free giveaways and competition items cannot be returned for cash refunds or store credit, however you can exchange these items for a different size or color provided you pay the shipping cost for us to ship a new exchanged item back to you. You can also contact us beforehand and we can let you know what this cost will be.
To be eligible for a return or refund
Your item must be unused and in the same condition that you received it with any accessories you may have received with the item (e.g. ring bag).
If you accidentally entered in the wrong shipping address at the time of your order, we unfortunately cannot refund these orders as it is the customers' responsibility to enter in the correct email contact and shipping address details when making their order on our website.
Additional non-returnable items:
- Gift cards
- Any item that is returned more than 60 days after date of delivery
- Any item not in it's original condition, is damaged or missing parts for reasons not due to our error
Discount coupons are normally valid for 1 year at time of issue or unless otherwise advised and are non-refundable. They cannot be refunded for any money values. Once a coupon has expired it can no longer be reclaimed.
Once your order(s) is shipped by us (Lost in transit or not received items)
Our customers' satisfaction is our top priority so in the very rare instance you do not receive your order(s) or item(s) due to any shipping/transit errors (e.g. lost in transit) please first contact us and we will make sure you receive your order or receive store credit if your order was not delivered due to shipping error. This is our buyer guarantee. We want to make sure you are 100% satisfied with your order.
Once you place an order on our store and we send you a shipping confirmation email that we have shipped the goods to you via the postage shipping companies, you agree (and although extremely rare) that we will not be held financially responsible for any bank chargeback claims, any losses you may incur either financial or otherwise or for any other financial disputes, nor held legally liable or responsible in any way for any packages that are lost in transit, have failed order tracking or tracking errors, are delayed, stolen or that do not arrive to your nominated address by our delivery guarantee dates due to postal error(s) for any reason.
We have only put these above policies in place to reduce any fraudulent claims made against our brand and business to protect our company and also our customers. This is so we can focus only on our most trusted and valued legitimate customers and prioritise their needs over other fraudulent parties trying to exploit our services. We guarantee our genuine customers who contact us first will receive their ordered items or a full reimbursement for their order, if it is not delivered by our delivery guarantee dates due to shipment error.
You just need to contact us and we will resolve any issues you have for you right away to make sure you are happy with the outcome. This way we can help prevent fraud against our business, keep our business as secure as possible for customers while also keeping our genuine customers happy with our services and products.
How to complete your return
Please contact customer service with your request for a refund or exchange with the order number of the item(s) you wish to return.
We require a receipt or proof of purchase which will be the email receipt with your order number. You would have received this email notification when you purchased your order on our website. Without this receipt we cannot refund or exchange your item(s).
Please DO NOT send your item(s) back to the designer or manufacturer in China, Australia and USA (e.g. do not return to the sender address on your package).
After we receive your return
Once your return is received and 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 and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact Just Promise Rings customer service.
Sale and promotional items
We do offer refunds and exchanges on sale items on our website under the same returns policy as regular priced items. We will be happy to exchange or offer a refund for the equal discounted value as what you paid for the item at time of purchase, as shown on your order receipt. However we do not offer refunds on special discounted or promotional offers (e.g. if you used a discount code when purchasing your item or your item was a promotional give away, such as from email or social media posts).
Can I return an item if it was a gift?
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a store credit for the value of your return. Once the returned item is received and if it has been a approved, we will notify you by email and issue you store credit. We offer store credit or an exchange to gift recipients, we cannot give cash refunds in these instances.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.
Who pays the return shipping costs?
Shipping costs are non-refundable. You will be responsible for paying for your own shipping costs for returning your item to Just Promise Rings.
If you requested an exchange and we received your return, there will be no shipping charge from us to send you back a new exchanged item, shipping will still be free.
Shipping wait times for exchanged items will be the same as any items purchased from our store as outlined in our policy. 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.
Just Promise Rings does not pay the cost of any import duties, taxes, charges, and/or Value-Added Taxes (VAT) that may be applied by customs of the destination country. Any customs fees applied are the responsibility of the delivery recipient.