EU Right of Withdrawal

EU Right of Withdrawal

This page applies to customers located in the European Economic Area (EEA) only.

Your Right of Withdrawal

Under the EU Consumer Rights Directive (2011/83/EU), if you are located in the European Economic Area (EEA), you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

How to Exercise Your Right of Withdrawal

We want you to shop with complete confidence. If for any reason you are not happy with your purchase, we are here to help.

Under EU law, you have 14 days from delivery to notify us that you wish to withdraw from your purchase. Simply email us at info@poetrydesigns.com.au with your order number and a clear statement that you wish to return your item.

Once we confirm your withdrawal and provide return instructions, please send the item back to us within 14 days, or as required by law. We understand that international returns involve real postal distances — we ship from Australia and we know the journey works both ways. Once you have notified us within the 14-day window, we will wait for the item to arrive before processing your refund.

We genuinely want you to be happy with your purchase from Poetry Designs. If something is not right, we will always do our best to make it right.

Returns — EEA Customers

  • Items must be in their original packaging and unused condition.
  • Return shipping costs are the customer's responsibility. The current standard (lowest available) outbound shipping rate will be retained from your refund where free shipping was applied to the original order.
  • Returns are not accepted on custom or personalised orders.
  • For hygiene reasons, sealed items such as earrings that have been opened after delivery are exempt from the right of withdrawal.
  • If an item shows signs of handling beyond what is necessary to inspect it (for example, worn, damaged, or missing original packaging), we reserve the right to deduct an amount reflecting the diminished value of the goods from your refund.

Refunds — EEA Customers

We will process your refund within 1–5 business days of receiving the returned goods, provided they meet the return conditions above. Refunds are issued to your original payment method.

  • The full product price will be refunded, subject to any diminished value deduction where applicable.
  • If your order included free shipping, the current standard outbound shipping rate (our lowest available rate at the time of your order) will be retained from the refund.
  • Duties, VAT, and government-imposed import fees (including the EU low-value goods import fee) collected as part of the all-inclusive price are non-refundable. These amounts are legally remitted to the relevant government or customs authority upon shipment and cannot be recovered by us upon return. Your refund will reflect the product price minus these actual charges.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at info@poetrydesigns.com.au with photographs. We will replace or refund any damaged or defective products in accordance with EU conformity of goods rules (Directive 2019/771/EU). Your statutory rights under EU law are not affected.

How to Complete a Return

  1. Email info@poetrydesigns.com.au within 14 days of delivery stating you wish to withdraw.
  2. We will confirm and provide the return address and instructions.
  3. Return the items with a tracking number within 14 days, or as required by law, after receiving our instructions.
  4. Include your purchase invoice in the package.
  5. All items must be in original, unused condition and original packaging.
  6. Your refund will be processed within 1–5 business days of receipt and inspection of the returned goods.

Legal References