Returns and Refund Policy
Returns and Refund Policy
By purchasing from Rapunzille, you acknowledge and agree to our Returns and Refund Policy.
RETURNS: Earrings & Pierced Jewellery
For health and hygiene reasons, Rapunzille does not accept change-of-mind returns, refunds or exchanges on earrings or any other pierced jewellery.
Please choose your earrings and pierced jewellery carefully before completing your purchase.
This policy does not affect your rights under Australian Consumer Law or other applicable consumer protection laws.
RETURNS: All Other Rapunzille Items
If you're not completely happy with your purchase, please contact hello@rapunzille.com with your order number to request a return and receive our return address.
All eligible returns must be received by Rapunzille within 30 days from the original date of purchase, not the date of delivery.
Returns received outside this 30-day period will not be accepted for change-of-mind reasons.
For eligible change-of-mind returns, we offer a Rapunzille gift card, valid for 12 months from the date of issue.
A 5% restocking fee applies to all approved change-of-mind returns. This fee is calculated on the purchase price of the returned items and deducted from the gift card value.
We do not provide refunds for change-of-mind purchases.
Original shipping fees and return shipping costs are non-refundable.
Return Eligibility
To qualify for a return:
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Items must be unworn, unused and in perfect, original condition.
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All items must be returned in their complete, original Rapunzille packaging.
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Packaging must be undamaged, with no missing components.
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Items must be received by Rapunzille within 30 days of the original purchase date.
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Items must not be marked as Final Sale or fall within our non-returnable pierced jewellery category.
All returned items are inspected upon arrival.
Rapunzille reserves the right to decline change-of-mind returns that do not meet these requirements, including items that are worn, damaged, missing components or packaging, or received outside the 30-day return period.
Return Shipping & Responsibility
All return shipping costs are the customer's responsibility and are non-refundable.
We strongly recommend using a tracked shipping service and retaining your tracking number as proof of return.
Customers are responsible for ensuring their return reaches Rapunzille safely and within the 30-day return period.
Rapunzille is not responsible for lost or delayed return parcels or any customs charges incurred during the return process.
Returned items that are not received by Rapunzille will not be eligible for a change-of-mind gift card or exchange.
Restocking, Administration & Payment Processing Fees
The following fees apply to eligible change-of-mind returns or cancellations, where applicable and permitted by law:
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5% restocking fee on the purchase price of returned items.
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$1 AUD administration and cancellation fee.
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6% processing fee for Afterpay payments.
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2% processing fee for Shopify Payments.
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3% processing fee for PayPal payments.
The 5% restocking fee will be deducted from the gift card value issued for approved change-of-mind returns.
Any additional applicable fees will be communicated before processing.
These fees do not apply where prohibited by law, including where a customer is entitled to a remedy under Australian Consumer Law.
Final Sale Items
Items marked as "Final Sale" cannot be returned or exchanged for change-of-mind reasons.
This does not exclude your statutory consumer rights.
ORDER CANCELLATIONS
What if I've changed my mind before my order has shipped?
We use an automated order processing system to ensure your Rapunzille jewellery is packed and dispatched as quickly as possible.
Unfortunately, once an order has been placed, we cannot guarantee cancellations or changes, even if the order has not yet shipped.
Please review your order carefully before completing checkout.
FAULTY OR DAMAGED ITEMS
Every Rapunzille item undergoes a quality control inspection before dispatch.
If you believe you've received a faulty or damaged product, please contact hello@rapunzille.com with:
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Your order number.
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A detailed description of the issue.
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Clear photographs and videos showing the alleged fault.
Our team will assess your claim and advise you on the next steps.
Important: Our 30-day change-of-mind return window does not limit your rights in relation to faulty products under Australian Consumer Law.
Jewellery Care & Wear
Natural oxidation, discolouration caused by individual skin pH levels, and damage resulting from improper care, chemical exposure or use inconsistent with our jewellery care instructions are generally not considered manufacturing defects.
Please follow our jewellery care instructions to help maintain your pieces.
Nothing in this policy excludes any rights or remedies available under applicable consumer protection laws.
LATE OR MISSING REFUNDS (IF APPLICABLE)
Where a monetary refund has been approved and processed, please allow up to 10 business days for the funds to appear in your account, depending on your payment provider.
If you haven't received your approved refund:
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Check your bank account or original payment method.
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Contact your bank or payment provider, as processing times may vary.
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If your refund is still missing, email hello@rapunzille.com with the subject line LATE REFUND, including your order number.
CONTACT US
For any questions regarding returns, faulty items or our refund policy, please contact:
Our customer care team will be happy to assist.