RETURNS & REFUNDS POLICY

Last updated: 28 September 2026

At Rosewood Jewellery, we want you to feel confident when ordering from us.

This Returns & Refunds Policy explains our voluntary 30-day change-of-mind return policy, promotional return conditions, refunds and your rights where a product is faulty, damaged, incorrect or does not meet applicable consumer guarantees.

Rosewood Jewellery is operated by ERRORU V.O.F.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded, including rights available to Australian consumers under the Australian Consumer Law.

1. 30-Day Returns

Rosewood Jewellery offers a voluntary 30-day change-of-mind return period for eligible purchases.

The 30-day period begins on the date your order is delivered.

To qualify for a change-of-mind return:

• Your return request must be submitted within 30 days of delivery.
• Products must be unworn, unwashed, unaltered and undamaged.
• Trying an item on briefly to assess its appearance or fit is permitted, provided it remains in its original condition.
• Original tags must remain attached where supplied.
• Original packaging should be included where reasonably possible.
• All accessories and components supplied with the product must be returned.
• The product must be returned in a condition suitable for resale.

Products that do not meet these conditions may not be eligible for a voluntary change-of-mind refund.

Please contact us before returning any product.

Once your return request has been reviewed, we will provide you with the appropriate return instructions and return address.

Do not return products to an address found online or on the original parcel unless we have specifically instructed you to do so.

2. Buy One, Get One Free Promotions

Products purchased together as part of a Buy One, Get One Free promotion are treated as a promotional pair for voluntary change-of-mind returns.

If you wish to return products purchased as part of this promotion, both products in the promotional pair must be returned together.

You may therefore:

• Keep both products; or
• Return both products.

A voluntary change-of-mind return of only one product from the promotional pair is not accepted.

Both products must meet the standard return conditions described in this policy.

If both promotional products are received, inspected and approved, we will refund the original promotional amount actually paid for the pair, taking into account any additional discounts that were applied at checkout.

These promotional conditions apply only to voluntary change-of-mind returns.

They do not restrict your statutory rights where one or both products are faulty, damaged, incorrect, misdescribed or otherwise fail to meet applicable consumer guarantees.

3. Multiple-Item Discounts

We may offer discounts based on the number of eligible products purchased.

For example, customers may receive a higher percentage discount when purchasing multiple items.

If products purchased using a multiple-item discount are returned under our voluntary change-of-mind policy, any refund will be based on the amount originally paid for the returned products, taking into account the discount applied to the order.

You will not receive a refund based on the product's undiscounted retail price if a discount was applied at checkout.

Where returning part of an order affects the conditions of a promotion, the refund may be adjusted to accurately reflect the promotional amount originally paid for the products being retained and returned.

This does not affect any statutory rights relating to faulty, damaged, incorrect or misdescribed products.

4. Faulty, Damaged or Incorrect Products

Please contact us if a product:

• Arrives damaged.
• Is faulty or defective.
• Is incorrect.
• Is significantly different from its description.
• Is missing an essential component.
• Otherwise fails to meet applicable consumer guarantees.

Please contact:

info@rosewood-jewellery.com

When contacting us, please provide where reasonably possible:

• Your full name.
• Your order number.
• A description of the issue.
• Clear photographs or videos showing the problem.
• Any other information reasonably required to assess the issue.

We may request additional information where reasonably necessary to investigate your claim.

This does not remove or reduce your statutory consumer rights.

Under the Australian Consumer Law, customers may be entitled to a repair, replacement, refund or another legally required remedy depending on the circumstances.

For a major failure, customers may generally choose between a refund and a replacement.

For a minor problem, we may be entitled to provide an appropriate repair within a reasonable period.

Where a product is confirmed to have a problem covered by applicable consumer guarantees and a return is reasonably required, Rosewood Jewellery will provide or reimburse reasonable return shipping costs as required by law.

Please retain proof of any return postage costs.

Our voluntary 30-day change-of-mind policy does not limit the period during which you may have rights under applicable consumer law.

5. Order Changes and Cancellations

If you need to change or cancel an order, please contact us as soon as possible.

We cannot guarantee that an order can be changed or cancelled after processing has started.

Once an order has been dispatched, it generally cannot be cancelled through our standard cancellation process.

If your order has already been dispatched and you change your mind, you may request a voluntary return after delivery, provided the products meet the return conditions outlined in this policy.

Nothing in this section limits any statutory cancellation or consumer rights that may apply.

6. Products Excluded From Change-of-Mind Returns

The following products are not eligible for voluntary change-of-mind returns:

• Personalised or custom-made products.
• Products that have been worn beyond what is reasonably necessary to assess them.
• Products that have been damaged or altered after delivery.
• Incomplete returns.
• Products that do not meet the return conditions described in this policy.

Promotional products may also be subject to additional return conditions clearly disclosed before purchase.

Discounted or sale products are not automatically excluded from our change-of-mind return policy.

Any exclusion in this section applies only to voluntary change-of-mind returns.

It does not exclude rights or remedies where a product is faulty, damaged, incorrect, misdescribed or otherwise fails to meet applicable consumer guarantees.

7. Return Shipping Costs

For voluntary change-of-mind returns, the customer is responsible for all applicable return shipping costs.

Returns may need to be sent to an international return facility outside Australia.

International return shipping may therefore cost significantly more than domestic Australian postage.

Depending on the return destination and shipping method, the customer may also be responsible for applicable:

• Postage costs.
• Customs charges associated with the return.
• Clearance costs.
• Carrier administration charges.
• Other return-related costs.

This applies to voluntary change-of-mind returns only and is subject to any mandatory rights under applicable law.

We strongly recommend using a tracked shipping service and retaining your postage receipt and tracking information.

For voluntary returns, the customer is responsible for ensuring the parcel reaches the return address provided in our instructions.

DDP and Original Delivery

Orders delivered to Australia are shipped on a Delivered Duty Paid (DDP) basis.

This means Rosewood Jewellery covers applicable import duties, import taxes and customs clearance charges associated with the original delivery of your order to Australia.

You should therefore not be required to pay additional import duties or customs clearance fees when receiving your original order.

DDP for the original delivery does not mean Rosewood Jewellery pays the costs associated with a voluntary change-of-mind return.

Return shipping and applicable return-related costs remain the customer's responsibility unless otherwise required by law.

If a product is faulty, damaged, incorrect or otherwise covered by applicable consumer guarantees, reasonable return costs will be handled in accordance with the law.

8. Unclaimed, Refused or Undeliverable Parcels

Customers are responsible for providing complete and accurate delivery information when placing an order.

A parcel may be returned to us or our fulfilment partner if:

• The delivery address is incorrect or incomplete.
• Delivery cannot be completed after reasonable attempts.
• The parcel is not collected from a collection point within the required period.
• The customer refuses delivery without prior agreement.
• Other circumstances outside our reasonable control make delivery impossible.

If a parcel is returned as unclaimed, refused or undeliverable, please contact us.

Where appropriate, we may offer:

• Redelivery, where reasonably possible; or
• A refund after the returned parcel has been received and assessed.

Reasonable costs arising directly from incorrect customer-provided delivery information, unclaimed parcels or voluntary refusal of delivery may be deducted from a voluntary refund where legally permitted.

This section does not apply where the delivery issue resulted from our error, the carrier's error for which we are responsible, or where doing so would limit rights available under applicable consumer law.

9. Exchanges

We currently do not offer direct exchanges for voluntary change-of-mind purchases.

If you would prefer a different:

• Size.
• Colour.
• Design.
• Product.

you may return the eligible original product in accordance with this policy and place a new order separately.

This does not affect your statutory right to an appropriate remedy where a product is faulty, incorrect or misdescribed.

10. Refunds

Returned products will be inspected after they reach the designated return facility.

Once an eligible voluntary return has been received, inspected and approved, we will refund the amount originally paid for the returned products, taking into account any discounts applied at checkout.

Buy One, Get One Free Refunds

For products purchased as part of a Buy One, Get One Free promotion, both products must be returned together for a voluntary change-of-mind refund.

Once both products have been received, inspected and approved, the refund will equal the original promotional amount actually paid for the pair, including any relevant discounts.

Partial voluntary change-of-mind refunds for only one product within a promotional pair are not available.

This restriction does not apply where a remedy is required under applicable consumer law.

Multiple-Item Discount Refunds

Where products were purchased using a multiple-item discount, the refund will be calculated using the amount originally paid for the eligible returned products after applicable discounts.

Refund Processing

Approved voluntary change-of-mind refunds will be issued to the original payment method within 14 days of approval.

Your bank, card issuer or payment provider may require additional time before the refund becomes visible in your account.

For voluntary change-of-mind returns:

• Return shipping costs are not refundable.
• Return-related customs or clearance costs are not refundable.
• Additional charges imposed independently by your bank or payment provider are not refundable by Rosewood Jewellery.
• Original premium or optional delivery charges are not refundable where applicable.

Where a product fails to meet applicable consumer guarantees, refunds and associated delivery or return costs will instead be handled in accordance with applicable law.

11. How to Request a Return

To request a return, contact:

Email: info@rosewood-jewellery.com

Please include:

• Your full name.
• Your order number.
• The product or products you wish to return.
• The reason for your return.
• Photographs where the product is damaged, faulty or incorrect.

Please do not send your return before receiving return instructions from us.

After reviewing your request, we will provide:

• Confirmation of whether the return is eligible under our voluntary policy.
• The appropriate return address.
• Any further return instructions.

The return address may be located outside Australia.

Using an incorrect return address may result in the parcel being lost or your refund being delayed.

We recommend retaining your shipping receipt and tracking information until your return has been completed.

12. Australian Consumer Guarantees

Products supplied to Australian consumers come with consumer guarantees under the Australian Consumer Law.

Depending on the circumstances, these guarantees include that products must:

• Be of acceptable quality.
• Be fit for their usual purpose.
• Match their description.
• Match any relevant sample or demonstration model.
• Be fit for a particular purpose communicated to us before purchase.

Where these guarantees are not met, you may be entitled to a repair, replacement, refund, compensation or another remedy depending on the circumstances.

Any voluntary return policy, promotional condition, supplier warranty or other Rosewood Jewellery policy operates in addition to these statutory rights.

Nothing in this Returns & Refunds Policy excludes, restricts or modifies a consumer guarantee, right or remedy that cannot lawfully be excluded.

13. Changes to This Policy

We may update this Returns & Refunds Policy from time to time to reflect changes to our business operations, promotions or applicable legal requirements.

The version applicable at the time of purchase will generally continue to apply to that order, unless a change is required by law or provides the customer with more favourable rights.

The latest version and update date will be made available on our Website.

14. Contact Us

If you have questions about a return, refund or this policy, please contact our customer care team.

Trading name: Rosewood Jewellery
Legal business name: ERRORU V.O.F.
Netherlands Chamber of Commerce (KVK): 42175592
Email: info@rosewood-jewellery.com
Website: rosewood-jewellery.com

Rosewood Jewellery — Timeless jewellery, thoughtfully chosen.