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Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, ALL of the following conditions must be met:

  • The item must be in its original, unworn, unused condition with no signs of wear, scratches, damage, tarnish, perfume residue, or alteration of any kind
  • All original tags, labels, and protective packaging must still be attached and intact — items with removed or damaged tags will not be accepted
  • The item must be returned in its original Ajura Pearls jewellery box and packaging
  • You must provide the original receipt or proof of purchase (order confirmation email)
  • The item must not have been resized, altered, repaired, or modified by any party other than Ajura Pearls
  • Items must not show any signs of contact with chemicals, lotions, perfumes, or water damage
  • Returns must be requested by the original purchaser — third-party returns are not accepted
  • Items sent back to us without first requesting a return will not be accepted

To start a return, contact us at hello@ajurapearls.com.au with your order number and reason for return. If your return is accepted, we will provide instructions on how and where to send your package. Return shipping is at the customer's expense and we recommend using a tracked and insured postal service. Ajura Pearls is not responsible for items lost or damaged in return transit.

All returns are subject to inspection upon receipt. If the item does not meet the above conditions, the return will be declined and the item will be shipped back to you at your expense. Determination of whether an item meets return conditions is at the sole discretion of Ajura Pearls.

Damages and issues

Please inspect your order upon reception and contact us within 48 hours if the item is defective, damaged, or if you receive the wrong item. Please include clear photographs of the damage or fault along with your order number. For verified faulty items, Ajura Pearls will cover the cost of return shipping and provide a full refund or replacement at your choice.

Exceptions / non-returnable items

The following items cannot be returned for change of mind under any circumstances:

  • Earrings and body jewellery, for hygiene reasons
  • Custom, commissioned, or personalised items (including engraved pieces)
  • Items marked as "Final Sale" at the time of purchase
  • Gift cards
  • Items that have been worn, used, or are not in original condition as described above

Exchanges

We do not offer direct exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

Refunds will only be issued to the original purchaser on the original payment method used at the time of purchase. We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded within 10 business days. Please allow additional time for your bank or credit card company to process the refund.

If more than 15 business days have passed since we approved your return, please contact us at hello@ajurapearls.com.au.

Australian Consumer Law

Our goods and services 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 for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This return policy is in addition to, and does not limit, your rights under the Australian Consumer Law. Nothing in this policy is intended to exclude, restrict, or modify any rights you may have under the Competition and Consumer Act 2010 (Cth) or any applicable state or territory legislation.