At Phenix Jewellery, we now offer complimentary returns on all purchases made from our website. If you are unsatisfied with your purchase, you can return it back to us within 30 days for an exchange or refund to your original method of purchase. Please read below for non-refundable items.
Our Return Policy
Phenix accepts returns for refund or exchange for change of mind within 30 days of you receiving your parcel. Contact us at firstname.lastname@example.org or 1300 750 950 to receive your return form and Australia Post return labels.
Items must be in their original purchase condition to be eligible for return. Proof of purchase must be supplied in order to receive a refund. Crumpled, unreadable or damaged return labels can delay the parcel to returning to us or result in a lost package. If your return label is damaged, please contact us on 1300 750 950, and we can email you a new one. Returns with missing paperwork or no enclosed product will not be processed. Phenix Jewellery is not responsible for lost or damaged returned items, so please ensure you package your return securely.
Once your return has been processed, we will refund the amount paid for your items to the original method of payment. This amount is non-transferable for another method of payment, except store credit.
Claims for damaged or missing items must be reported immediately or within seven days of receiving your order.
Returns for in-store purchases are for exchange or store-credit only and must be made within 30 days of purchase, accompanied with proof of purchase.
If you are unsure if an item is returnable, please contact us and we will be happy to help.
HOW TO RETURN AN ORDER
- Contact us at email@example.com or 1300 750 950. We will begin to process your return and email you the return form and return postage label. For change of mind, please contact us within 30 days. For faults or warranty claims, please contact us within 7 days.
- Download and fill out our return form. This can be emailed to firstname.lastname@example.org or printed out and included in your return parcel.
- Pack your order and attach your return label. Carefully package your items securely to ensure they are not loose within your parcel. Once your parcel is secure and sealed, attach the return label onto it. For security reasons, please do not write jewellery, watch, diamonds or other related words anywhere on the package. You can drop the parcel off at an Australia Post Office, Parcel Locker or Street Post Box.
- Wait as Phenix processes your return. Once we receive the returned product, our workshop team will inspect and verify its condition. Refunds will be issued via the method of payment used in the original purchase. Please allow up to 15 business days for us to process your return.
Earrings, sale and clearance items, special orders, custom jewellery, engraved, adjusted or resized items are final sale and cannot be returned unless faulty. Damage and/or defects caused by accidental damage, use which is unreasonable or inconsistent with Phenix’s instructions, dismantling or repair by persons other than authorised Phenix repair specialists will not be accepted for return. This includes damage caused by improperly packaging the product for return.
Cancelling an Order
If you would like to change or cancel an order, please contact Phenix Jewellery immediately. We will attempt to accommodate order adjustments however, we are unable to accommodate changes or cancellations on special orders that have already been shipped. Parcels cannot be re-routed to another address once in transit. If you are having troubles receiving your parcel, please contact Australia Post and reference the tracking number that we have provided for you.
Phenix Jewellery Pty Ltd (ABN 12 101 609 885) ("Phenix") items are guaranteed for a period of 12 months from the date of purchase or collection against faults in materials and workmanship, irrespective of the country of purchase.
Items which are handmade by Phenix carry a 5 year guarantee on quality and workmanship from the date of collection and exclude normal wear and tear, impact or damage. Handmade items should be returned to Phenix Jewellery for a complimentary clean and inspection every 12 months for the warranty to remain valid.
White gold and some silver jewellery is rhodium plated to enhance its appearance. This process is not permanent and these items will require regular plating to maintain its original appearance. Accordingly, any rhodium plating is excluded from the warranty.
In the instance an item is faulty, the item must be returned for inspection. Your Phenix jewellery item will be repaired or replaced free of charge, provided that the fault falls within the terms of this guarantee.
Damage and/or defects caused by wear and tear, accidental damage, use which is unreasonable or inconsistent with Phenix’s instructions, dismantling or repair by persons other than authorised Phenix repair specialists are not covered by this guarantee.
Any cost for repairs and maintenence carried out during the warranty period which are not the result of faults in workmanship or materials must be covered by the customer.
When jewellery is repaired under warranty, only the remaining term of the original warranty will continue to apply. When the jewellery is replaced under warranty, the new item of jewellery will have a new standard 12 month warranty from the date of replacement. The area of the repair, outlined on the customer's receipt, is the only parts of the jewellery covered under the Phenix warranty. Any faults that happen outside of the repair are excluded by this warranty.
Guarantees on watches supplied by Phenix are held with the watch manufacturer and not Phenix. Service centre details can be found in the warranty booklet supplied and any faults or required repairs should be directed to them. At the request of the customer, Phenix can act on the customers behalf to carry out the return to manufacturer, however, it is the supplier's discretion to cover any repairs under warranty.
To the fullest extent permitted by law (including Australian Consumer Law) Phenix reserves the sole right to judge whether or not an item of jewellery has been subject to ordinary wear and tear, misuse, abuse, alteration, substitution, improper repair or warranty service performed by someone other than Phenix (or its authorised repairers), theft, disappearance, loss (including lost stones) or any other type of use causing deterioration. If, in our sole discretion, such jewellery shows signs of any of these, the 12month limited warranty or the 5 year warranty for handmade items will be entirely void.
This warranty cannot be excluded under the Australian Consumer Law. For full details of your rights as a consumer in Australia, please refer to www.consumerlaw.gov.au.