Returns and Exchange

We sincerely hope you will be happy with your purchase. We strive to provide 100% satisfaction for our customers; hence, we have established a flexible process.

Returns- Summary

• We accept Returns.
• You must notify us within seven days of the date of receipt or delivery of the shipment for return or exchange.
• Sending it back to us within 30 days from the date we provide all return information is the customer's (your) responsibility and cost.
• We charge a 10% restocking fee on returns.

See below for detailed information and process.

Inspect & Contact

We request that you inspect your items immediately upon receiving them. If you notice any issues, please get in touch with us at info@poetrydesigns.com.au  immediately on receiving your shipment Immediately or (within 7 days).

• Inspect your items upon receiving them.
• Include a photograph highlighting the problem.
• We will promptly address and resolve any of your concerns.

Exchange

We no longer accept exchanges due to the complex international customs procedures. Orders can be returned and will be processed as per the return policy, and a new order can be placed for the item required. Only the 10% restocking fee will be waived for returns on reorder.

Returns

• If you change your mind or wish to return an item, no questions asked, we accept returns and offer a refund.
• The product must remain in its original packaging and unused.
• Ensure your return is securely packaged in its original packaging.
• Shipping Charges on return is your responsibility.
• Returns are not accepted on Custom or customized Orders.

Return for Refund Process

• A 10% restocking fee is to cover our basic costs during the transaction. We appreciate your understanding in advance.
• Refund equals 90% of the product's value, minus discounts and shipping.
• If items are purchased with free shipping, a USD $12.50 or Standard shipping fee will be retained.
• Upon receiving the product in its original packaging, the refund will be processed.
• If an order is cancelled before dispatch, a 3% fee is charged on the order total amount.
• We accept returns. The refund will be processed only for the amount paid for the product after discounts, less 10% and all other charges if incurred. (duties, taxes, and any incidental charges, etc., cannot be refunded)
• VAT, Duites, Taxes when incurred or collected will be deducted. More info below

 Damaged Or Defective Shipments

Damaged or Defective items- Although we meticulously handpick and quality-check each piece of jewelry, there's a slim chance of damage during transit. Rest assured, Poetry Designs will gladly replace any damaged or defective products. Simply send us the all the photographs and let us know we are here to help and resolve the issue.

Measurement Clarifications

We take great care to provide indicative measurements for each jewelry piece in our product descriptions. If you have any questions or uncertainties, feel free to contact us, and we'll provide clarification before your purchase.

How to Complete a Return

• To initiate a return or exchange, please follow these steps:
• Return or Exchange Process – Initiate contact for return or exchange.
• Obtain return approval, and we will provide you with the return address. Return postage is the customer's (your) responsibility.
• Include the purchase invoice in your package.
• Ensure that the items are sent back with a tracking number within 30 days.
• All items must be in their original packaging and box, unused condition.
• The safe and secure return shipment is the customer's responsibility.
• A refund can and will be processed upon receipt and inspection of the products, in 1 to 5 business days.

Returns and Refunds Policy: Duties, Taxes, and Customs Fees

Our product prices are all-inclusive and are designed to cover mandatory duties, VAT, and other import taxes required by certain country governments (e.g., VAT for EU/UK thresholds, and duties for US shipments). This ensures you see no surprise charges at checkout.

Important Note on Refunds

When a product is returned for a refund, any amounts collected as duties, Value Added Tax (VAT), or other customs fees that were part of the initial all-inclusive product price will be deducted from your refund amount.

Why this deduction?

We are legally required to remit these amounts to the respective government or customs authority upon shipment. Therefore, these fees are non-recoverable by us when the product is returned.

How the Deduction is Calculated

The exact amount deducted will vary as it depends on the original Incoterms and the final charges we were billed following the customs assessment for your specific order. Your refund will reflect the final product price minus the actual duties and taxes paid.