Rückgabe- und Erstattungsrichtlinie

Return and Refund Policy

 

This policy applies to purchases made from our online store https://seraphearls.com/.

 

General

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and 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.

 

The Australian Consumer Law

a. The ACL provides consumer guarantees that protect consumers when they buy products and services. We comply with the ACL. If there is any inconsistency between this policy and the ACL, then the ACL prevails. Further information about the ACL and the consumer guarantees is available on the Australian Competition and Consumer Commission website.

b. If a product or service purchased from us has a major failure, then you may be entitled to a replacement, repair or refund.

c. If a failure with the product or service does not amount to a major failure, you may be entitled to have the product repaired or replaced, the service redelivered, or the cost refunded.

d. If a product purchased fails to meet one or more consumer guarantees under the ACL, we bear the cost of shipping the returned product back to us, as well as the cost of shipping any repaired or replacement product.

 

Products with Major Defects

a. A “major failure” has the meaning given in section 260 of the ACL and includes where the goods:

i.   would not have been acquired by a reasonable consumer fully acquainted with the nature and extent of the failure;

ii. are significantly different from their description/sample;

iii. are substantially unfit for a disclosed purpose and cannot easily and within a reasonable time be made fit; or

iv.  are unsafe.

b. Where a product has a major failure under the ACL, the consumer is entitled to choose one of the following remedies:

i. a refund of the purchase price paid; or

ii. a replacement of the goods with the same or equivalent goods (subject to availability).
The consumer may also be entitled to recover reasonably foreseeable loss or damage resulting from the failure.

c. Process to lodge a return for a major defect

i. Contact us as soon as possible after discovering the defect and provide:

1. proof of purchase (e.g., receipt, order number);

2.a description of the defect and when it arose;

3.photos or videos illustrating the defect (if applicable).

ii. We may conduct a reasonable assessment to determine whether the failure is major or non‑major (which may include inspection, testing, or manufacturer evaluation). Assessments will be completed within a reasonable time.

iii. If a major failure is confirmed, the consumer may elect a refund or replacement. If a refund is elected, it will be processed to the original payment method unless otherwise agreed. If a replacement is elected and the exact item is unavailable, a comparable item of equal or greater value will be offered, or a refund will be provided.

iv. We will provide a prepaid return label or arrange collection for goods identified as potentially having a major defect.

 

Remedies for Non‑Major Failures

Where the failure is not major and can be remedied within a reasonable time, we may choose to repair, replace, or refund. If we fail to remedy the failure within a reasonable time, the consumer may reject the goods and choose a refund, replacement or recover the cost of repair.

 

Change of mind

a. We do not offer refunds or exchanges for a change of mind. If you receive the product or service you have purchased in good order but change your mind, we may at our discretion offer you a refund or exchange, provided that:

i. you notify us within 1 day of receipt;

ii. the product has not been used or damaged;

iii. the product is returned in its original packaging and tags; and

iv. the product is returned with the original receipt.

b. To the extent permitted by law, orders for products that have been personalized in any way or otherwise made for you with bespoke specifications cannot be returned to us for exchange or refund. This includes, without limitation, products that have been engraved or embossed.

 

Products damaged during delivery

a. To the fullest extent permitted by law, we are not liable for any damage to, loss of, or shortage in the products occurring during delivery.

b. We recommend that you obtain insurance to cover delivery. Where possible, we will assist you in any claim against a third-party delivery agent.

  

Refund payments 

a. We pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.

b. To be eligible for a refund, repair, or replacement, you must provide proof of purchase to our reasonable satisfaction and may be required to provide identification.

c. Refunds for services will only be provided in circumstances where the services have not yet been performed.

d. If we agree to provide a refund or exchange for change of mind, then you are responsible for the costs of the original product being returned and any exchange product being delivered.

 

Exclusions (Permitted by Law Only)

a. This policy does not limit or exclude any rights under the ACL. However, remedies do not apply where the issue is caused by:

i. damage due to misuse, abuse, negligent handling, improper installation, unauthorised modification, or failure to follow care or maintenance instructions;

ii. fair wear and tear; or

iii. the consumer’s change of mind (see clause 5).

b. Evidence of purchase is required to claim remedies.