Returns & Refunds Policy

At Oz Beads, we want you to love your purchase. If you are not completely satisfied with your order, we are happy to assist with returns and refunds in accordance with the policy below.

This policy is in addition to your rights under the Australian Consumer Law.

1. Change of Mind Returns

If you change your mind, you may return eligible items for a refund within 14 days of receipt, subject to the following terms:
  • Condition: Items must be unused, in their original condition, and in their original packaging.
  • Exclusions: Sale items and special offer purchases cannot be returned for a change of mind.
  • Return Shipping: Buyers are responsible for return shipping costs. We strongly recommend using a tracked service, as items remain your responsibility until received by us. 
  • Refund Deductions: Your refund will be the original purchase price, less:
    • Original delivery fees (or actual postage costs incurred by us if your order qualified for free shipping).
    • A flat processing and restocking fee of 10% to cover order administration.

2. Order Cancellations

  • Before Dispatch: If you request to cancel an order prior to shipping, we will process a refund minus a standard order cancellation fee of 10% to cover administrative costs.
  • After Dispatch: Once dispatched, an order cannot be cancelled and will be treated as a standard return under our Change of Mind policy above.

3. Undeliverable / Return to Sender Packages

If a package is returned to us as undeliverable or unclaimed:
  • Resending: We can resend the package after payment of the applicable re-shipping fee.
  • Refund Request: If you prefer a refund instead, we will refund the purchase amount minus initial shipping costs, a standard return processing fee, and any (if applicable) "Return to Sender" fees charged by the carrier.

4. Damaged or Faulty Items

We carefully quality-check all items prior to dispatch. However, if there is an issue with your order:

  1. Notify Us: Please email us at info@ozbeads.com.au as soon as possible after receiving your package so we can resolve the issue promptly.

  2. Our Error or Faulty Goods: If an item is faulty, damaged, or incorrect, we will cover the return shipping costs and issue a full refund upon receiving the returned item.

  3. Natural Gemstone Characteristics: Please note that natural veins, fissures, color variations, or inclusions are inherent characteristics of natural gemstones and are not considered faults or defects.

How to Request a Return

To initiate a return, please email us at info@ozbeads.com.au with your order number and the reason for the return before posting your package back.