Change of Mind – General Retail Purchases

For general retail items (non-custom, non-special order):

  • We offer returns or exchanges within 30 days from the date of purchase for change of mind.
  • Items must be:
  • Unworn and unused
  • In mint, resaleable condition
  • Returned with original packaging, tags, and accessories
  • Accompanied by valid proof of purchase

Items that show signs of wear, damage, alteration, or misuse will not be accepted.

Special Orders, Custom & Bespoke Jewellery

The following items cannot be returned or exchanged for change of mind:

  • Special order items
  • Custom-made jewellery
  • Bespoke / commissioned pieces
  • Made-to-order engagement rings
  • Remodelled or personalised jewellery

These items are created specifically to customer specifications and are final sale once production has commenced.

Your rights under the Australian Consumer Law still apply if an item has a major fault.

Piercing Jewellery & Earrings

For health and hygiene reasons, we do not accept returns or exchanges on:

  • Earrings
  • Piercing jewellery (including any jewellery designed for piercings)

This applies even if the item is unworn, unless the item is faulty under ACL.

Clearance & Sale Items

  • Clearance items, including heavily discounted items (e.g. 60% off clearance), are final sale.
  • No returns or exchanges for change of mind on clearance items.

ACL rights still apply where a product has a major fault.

Australian Consumer Law (Your Rights)

Nothing in this policy excludes your rights under the Australian Consumer Law.

If a product has a major fault, you are entitled to a refund, replacement, or repair.
If the fault is minor, we may offer a repair or replacement.

How to Return an Item

Returns must be made in-store at Santos Customs Jewellers with:

  • Proof of purchase
  • Original packaging
  • The item in mint, unworn condition

All returns are subject to assessment by our team.

Returns & Exchange - FAQs

Can I return or exchange an item if I change my mind?

Yes. For general retail purchases, we offer returns or exchanges within 30 days of purchase for change of mind.

Items must be:

  • Unworn and unused
  • In mint, resaleable condition
  • Returned with original packaging, tags, and accessories
  • Accompanied by proof of purchase

Items that show signs of wear, damage, or alteration cannot be accepted.
Can I return a custom-made or special order item?

No. Custom-made, bespoke, commissioned, or special order items are final sale and cannot be returned or exchanged for change of mind.

This includes:

  • Custom engagement rings
  • Bespoke or commissioned jewellery
  • Remodelled or personalised pieces
  • Any made-to-order or special order items

These pieces are created specifically to customer specifications.

Your rights under the Australian Consumer Law still apply if a product has a major fault.
Can I return earrings or piercing jewellery?

No. For health and hygiene reasons, we do not accept returns or exchanges on:

  • Earrings
  • Piercing jewellery (including any jewellery designed for piercings)

This applies even if the item is unworn, unless the item is faulty under Australian Consumer Law.
Are clearance or sale items eligible for return?

No. Clearance and heavily discounted items (including 60% off clearance items) are final sale and cannot be returned or exchanged for change of mind.

Your rights under Australian Consumer Law apply if an item has a major fault.
What if my item is faulty?

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

  • If an item has a major fault, you are entitled to a refund, replacement, or repair.
  • If the fault is minor, we may offer a repair or replacement.

Please contact or visit us as soon as possible so we can assess the issue.
What do I need to bring to return an item?

To return or exchange an item, please bring:

  • The item in mint, unworn condition
  • Proof of purchase
  • Original packaging and accessories

All returns are subject to assessment by our team.
Where can I return my item?

Returns and exchanges are handledin-storeatSantos Customs Jewellers.
If you have any questions before visiting, please contact us directly.