Refund policy
We stand behind the quality of every piece we create ...
At Velvet Green Moon, we are committed to delivering high-quality, made-to-order jewellery and gifts. This policy is in accordance with Australian Consumer Law.
Consumer Guarantees
Our products come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
Faulty, Damaged or Incorrect Items
If your item arrives:
- Faulty
- Damaged
- Incorrect
- Not as described
Please contact us as soon as possible so we can resolve the issue promptly.
We may request clear photo evidence of the issue to assess your claim.
Resolution Options
- We will first offer a free replacement or remake where appropriate
- If the issue is considered a major failure, you may choose a refund or replacement
Refunds will be issued to your original payment method where required under Australian Consumer Law.
Personalised & Made-to-Order Items
All of our products are made to order, and many are personalised.
We do not offer returns or refunds for:
- Change of mind
- Incorrect personalisation details provided by the customer
- Incorrect selection of product, size, or colour
Please double-check all order details before placing your order.
Minor Issues
If an issue is considered minor, we may choose to repair or replace the item within a reasonable timeframe.
Returns
In most cases, faulty items do not need to be returned before a replacement or refund is issued.
If a return is required:
- We will provide instructions
- We will cover return shipping costs for faulty items
Timeframes
If there is an issue with your order, please contact us as soon as possible after receiving your item.
We recommend reaching out within 14 days so we can resolve the matter quickly.
How to Contact Us
Please email hello@velvetgreenmoon.com.au ...Â
Include:
- Your order number
- A description of the issue
- Clear photos of the product and issuesÂ