Refund policy
Last updated: 12 July 2026
We hope you are pleased with your jewellery. If you need to request a return or report a problem with an order, please contact mail@jessicajubb.com.
Change-of-mind returns
Change-of-mind returns are accepted for eligible etched jewellery when requested within 14 days of delivery.
To be eligible, the item must be:
- unworn and unused;
- in its original condition; and
- returned with its original packaging.
Please contact mail@jessicajubb.com before returning an item, including your name, order number and reason for the return. Return instructions will be provided once the request has been reviewed.
Items returned without prior contact may not be accepted as a change-of-mind return.
Items not eligible for change-of-mind returns
Change-of-mind returns are not accepted for:
- hand-cut or individually fabricated made-to-order jewellery;
- customised or personalised pieces;
- commissioned work; or
- items altered at the customer’s request.
Where a product is not eligible for change-of-mind returns, this will be stated on the product page.
These exclusions do not apply where an item is faulty, damaged, incorrectly supplied or otherwise does not meet the consumer guarantees under Australian Consumer Law.
Return postage
Customers are responsible for the cost of returning an item for a change-of-mind return.
We recommend using a tracked postal service, as the item remains the customer’s responsibility until it has been received.
Original shipping charges are not refundable for change-of-mind returns unless required by law.
If an item is confirmed to be faulty, damaged or incorrectly supplied, Jessica Jubb Jewellery will cover or reimburse reasonable return-postage costs.
Faulty, damaged or incorrect items
Please inspect your order when it arrives.
If an item arrives damaged, is faulty or is not what you ordered, please contact mail@jessicajubb.com as soon as possible—ideally within five days of delivery—so the issue can be assessed and resolved promptly.
Please include:
- your name and order number;
- a description of the issue; and
- clear photographs where relevant.
Depending on the circumstances and your rights under Australian Consumer Law, an appropriate remedy may include a repair, replacement, refund or other solution.
The request to contact us within five days does not limit your rights under Australian Consumer Law.
Refunds
For an approved change-of-mind return, the item will be assessed after it has been received.
Once the return has been approved, the applicable refund will be issued to the original payment method. Please allow up to 10 business days for the refund to be processed, followed by any additional processing time required by your bank or payment provider.
A refund may be declined for a change-of-mind return if the item has been worn, used, damaged after delivery or returned in a condition that prevents it from being resold.
These conditions do not apply in the same way to faulty or damaged products, which are handled in accordance with Australian Consumer Law.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy available under Australian Consumer Law.
Contact
For returns, order issues or questions about this policy, please contact:
Jessica Jubb Jewellery
Perth, Western Australia
mail@jessicajubb.com