Returns & Refunds
Our commitment to your satisfaction
We want you to be delighted with your jewellery. If something isn't right, we're here to help.
Your Consumer Rights
Your rights under Australian Consumer Law are not affected by this policy. If a product has a major fault, is significantly different from its description, or doesn't do what it's supposed to, you are entitled to a remedy — including repair, replacement, or refund.
For more information about your consumer rights, visit the Australian Competition & Consumer Commission (ACCC).
Faulty, Damaged or Incorrect Items
If your item arrives damaged, faulty, or differs from what you ordered, please get in touch with us.
How to notify us
- Email us at support@sapsee.online or call +61 423 271 854
- Include your order details and a description of the issue
- Photos of the item and packaging are helpful for our assessment
- An unboxing video can be useful but is not required
Preferred timing
We kindly ask that you contact us within 7 days of receiving your order so we can resolve the issue promptly. If you notice a problem later, please still reach out — we'll do our best to assist.
What happens next
Once we've reviewed the details, we'll work with you to arrange a suitable resolution, which may include repair, replacement, or refund depending on the circumstances.
Refund timing
Approved refunds are typically processed within 5–10 business days and returned to your original payment method.
Change of Mind
As our jewellery is carefully curated and often one-of-a-kind, we are unable to offer refunds or exchanges for change of mind.
We encourage you to review product details, images, and measurements carefully before purchasing — or book a studio appointment to view pieces in person before making your decision.
Items Not Eligible for Change-of-Mind Returns
The following items cannot be returned simply due to a change of mind:
- Earrings — for hygiene reasons
- Custom or made-to-order pieces — as these are created specifically for you
- Items that have been worn, altered, or damaged after delivery
Please note: If any of these items are faulty or not as described, your consumer rights still apply and we will work with you to resolve the issue.
How Refunds Are Processed
- Refunds are issued to the original payment method
- The refund amount includes the product price and any applicable taxes
- Original shipping costs are generally not refunded for discretionary returns, but this does not affect your rights where a remedy is required under applicable consumer law
Contact Us
If you have any concerns about your order, please reach out — we're always happy to help.
Nothing in this policy is intended to limit or exclude your rights under the Australian Consumer Law.
Last updated: March 2026