Refund policy

At Enchantress Collective, every order is thoughtfully prepared and carefully packaged to ensure it arrives safely and beautifully presented.

We are committed to providing quality products and meeting our obligations under Australian Consumer Law. If something is not quite right with your order, we are here to help.

Australian Consumer Law

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

You may be entitled to a repair, replacement or refund where a product:

Arrives damaged during transit
Contains a manufacturing fault
Does not match its description
Differs significantly from the product ordered
Is not fit for its intended purpose

Nothing in this policy is intended to exclude, restrict or modify your rights under Australian Consumer Law.

Change of Mind

Please choose carefully before placing your order.

As Enchantress Collective offers thoughtfully curated products sourced from a variety of makers and suppliers, we do not offer refunds, exchanges or store credit for change of mind purchases.

This includes circumstances where:

You change your mind
You no longer require the item
You ordered the wrong item
The item does not meet personal preference or expectation

If you have any questions about a product before purchasing, we encourage you to contact us and we will be happy to assist.

Natural Variations

Many products offered by Enchantress Collective are created from natural materials, including crystals, minerals, gemstones, shells, timber and other naturally occurring elements.

As a result, variations in colour, pattern, shape, size, texture, inclusions, natural fractures, matrix material and surface characteristics are to be expected and form part of the unique beauty and individuality of each piece.

These natural characteristics are not considered faults, defects or damage and do not qualify for a refund, replacement or exchange.

Product photographs are provided as accurately as possible; however, natural variations will occur between individual pieces.

Damaged, Faulty or Incorrect Items

If you receive an item that is damaged, faulty, incorrect, or does not match its description, please contact us as soon as possible after receiving your order.

To assist us in assessing the issue, we may request:

Your order number
A description of the issue
Clear photographs of the item and packaging

Once we have reviewed the information, we will work with you to determine an appropriate resolution in accordance with Australian Consumer Law.

Depending on the circumstances, this may include a repair, replacement or refund.

Earrings & Hygiene Products

For hygiene and safety reasons, earrings cannot be returned, exchanged or refunded where there is no fault with the product.

This applies to all earrings that have been worn, tried on, removed from their original packaging or otherwise handled in a manner that prevents them from being resold.

We appreciate your understanding, as this policy helps ensure the health, safety and wellbeing of all customers.

Nothing in this section is intended to exclude, restrict or modify your rights under Australian Consumer Law.

Returns

If a return is required, we will provide instructions on how to proceed.

Please do not return items without contacting us first.

Where a product is found to have a fault or does not meet a consumer guarantee under Australian Consumer Law, Enchantress Collective will provide return instructions and assist with any reasonable return arrangements required to resolve the issue.