RETURNS AND EXCHANGES POLICY
At MARLII LAB, each piece of jewellery is meticulously crafted to order, ensuring the highest quality and attention to detail. Due to the bespoke nature of our products, we have a specific returns and exchanges policy as outlined below:
NO RETURNS FOR CHANGE OF MIND:
Since all of our jewellery is made to order, we do not accept returns or offer refunds for change of mind. This policy is in place because each piece is uniquely created to your specifications, making it unsuitable for resale.
FAULTY OR DEFECTIVE ITEMS:
We stand behind the quality of our craftsmanship. If you receive an item that is faulty or does not meet the consumer guarantees under Australian Consumer Law, we are committed to providing a suitable remedy. This includes:
1. REPAIR: If your jewellery can be repaired, we will provide a full repair at no cost to you.
2. REPLACEMENT: If the item cannot be repaired, we will replace it with a new piece of the same design and specifications.
3. STORE CREDIT: In some cases, if a repair or replacement is not possible, we may offer a store credit equivalent to the purchase price of the item.
HOW TO RETURN A FAULTY ITEM:
1. ASSESSMENT: To return your jewellery for assessment, please use our online repair portal to initiate the process. Provide details of the fault and include any relevant photos to assist our team in evaluating the issue.
2. SHIPPING: After assessment, if the item is deemed faulty, we will provide instructions for shipping the item back to us. We will cover the cost of return shipping for faulty items.
3. RESOLUTION: Once we receive and inspect the item, we will proceed with the repair, replacement, or issue a store credit as appropriate.
NO RETURNS FOR GIFT CARDS:
Please note that gift cards purchased from MARLII LAB are non-refundable and cannot be exchanged for cash. Gift cards are valid for the purchase of our jewellery products and services only. Any remaining balance on the gift card after a purchase will remain on the card for future use until the card expires.
EXCLUSIONS:
Please note that our warranty and returns policy does not cover:
- Damage caused by general wear and tear, including but not limited to tarnishing, oxidation, fading of plating, broken chains, scratched or marked stones, or bending of rings or earrings.
- Any alterations or repairs made by third parties not authorised by MARLII LAB.
ADDITIONAL RIGHTS:
Our returns and exchanges policy is in addition to your rights under Australian Consumer Law. For more information on your consumer rights, please visit the Australian Consumer Law website.
Thank you for choosing MARLII LAB. We are dedicated to ensuring your complete satisfaction with every piece of jewellery we create. If you have any questions or need further assistance, please do not hesitate to contact our customer service team.
