Returns & Exchanges

Every MARLII LAB piece is made or prepared specifically for its client. For this reason, we do not accept returns, exchanges or refunds for change of mind.

This policy does not exclude or limit any rights or remedies you may have under the Australian Consumer Law.

Change of mind

We do not accept returns, exchanges or refunds if you change your mind, decide you no longer want the piece, find an alternative elsewhere, or would prefer a different design after your order has been completed.

This also applies to bespoke, made-to-order, personalised and engraved jewellery. Any resizing or alteration service offered for a piece is separate from a return or exchange.

If your jewellery arrives damaged or appears faulty

If your piece arrives damaged, or you believe it has a fault, please contact us as soon as reasonably possible at hello@marliilab.com. Where possible, include photographs, a description of the issue and reasonable proof of purchase so we can assess the piece promptly.

We may need to inspect the jewellery before confirming the appropriate remedy. Please do not arrange a repair or alteration through another jeweller before contacting us, as this can make it more difficult to determine the cause of the issue.

If we confirm that the piece was damaged before delivery, has a manufacturing fault, or otherwise does not meet the consumer guarantees under Australian Consumer Law, MARLII LAB will provide the remedy required by law. Depending on the circumstances, this may include repair, replacement or refund.

Major and minor problems

For a major problem with goods, Australian Consumer Law generally allows the consumer to choose between a refund and a replacement. For a minor problem, MARLII LAB may first choose to remedy the problem within a reasonable time, including by repair. Nothing in this policy changes those rights.

Return shipping for a fault assessment

If we ask you to return a piece for assessment, we will provide return instructions. Where the issue is confirmed to be a manufacturing fault, transit damage for which MARLII LAB is responsible, or another failure covered by Australian Consumer Law, MARLII LAB will arrange or reimburse reasonable return shipping costs.

If the assessment shows that the issue is not covered, we will contact you before carrying out any chargeable repair and will explain any applicable return-shipping or repair costs.

What is generally not covered

The following are generally not faults where they arise from ordinary use, accidental damage, impact, misuse or inappropriate care rather than from a manufacturing defect:

  • general wear and tear, surface scratches and marks
  • tarnishing, oxidation, patina or plating wear that develops through ordinary use
  • broken chains or clasps caused by snagging, impact or wear
  • scratched, chipped, cracked or abraded diamonds and gemstones caused by impact or wear
  • bent, distorted or misshapen rings, earrings, claws or settings caused by external force
  • damage caused by chemicals, heat, inappropriate cleaning, storage or wear
  • loss, theft or loss of a stone following damage or wear that was not addressed when first noticed
  • damage caused or contributed to by unauthorised third-party repairs, resizing or alterations

An issue is not automatically excluded simply because it falls within one of the descriptions above. If the underlying cause is a manufacturing fault or another failure of the consumer guarantees, your rights under Australian Consumer Law continue to apply.

Proof of purchase

We may ask for reasonable proof that the piece was purchased from MARLII LAB. This does not have to be the original paper receipt. An order confirmation, invoice, bank or card record, or other reasonable evidence may be sufficient.

Gift cards

Gift cards are not refundable or redeemable for cash for change of mind, except where required by law. Any expiry and other gift-card conditions will be stated when the card is supplied and will comply with applicable Australian Consumer Law requirements.

Contact

For questions about a fault assessment or your order, please contact hello@marliilab.com or +61 435 783 101.