Refund policy

30-day change-of-mind returns

You may request a change-of-mind return within 30 days of receiving or collecting your order. Contact GemStop at shop@auraornate.com with your order number before sending a return so we can provide return instructions.

For a change-of-mind refund, every returned item must be unused, in its original condition and in all original packaging, with its original accessories and labels. Please include proof of purchase and package the return securely.

The customer is responsible for arranging and paying for the return shipping label and all return postage or freight for a change-of-mind return.

We will issue the refund to the original payment method once the returned goods have been received and inspected and all applicable change-of-mind return criteria have been met. We will contact you with the outcome of the assessment.

Faulty, damaged, incorrect or misdescribed goods

Australian Consumer Law provides consumer guarantees that cannot be excluded. If goods have a major failure, you may choose a refund or replacement and may be entitled to compensation for other reasonably foreseeable loss or damage. If a failure is not major, you may be entitled to a repair, replacement or another remedy required by law.

The 30-day deadline, unused condition, original packaging requirement and customer-paid return postage conditions above apply only to change-of-mind returns. They do not restrict your rights under Australian Consumer Law. You do not need the original packaging to seek a remedy for faulty goods.

Contact GemStop so we can assess the issue and arrange the appropriate remedy. If a problem covered by consumer guarantees is confirmed, we will reimburse reasonable return costs. For large, heavy or difficult-to-return faulty goods, we will arrange collection or pay the relevant return freight where required by law.