Returns Policy | Rapunzille

When you purchase from Rapunzille, you agree to our returns policy.
 
RETURNS: Pierced Jewellery
Rapunzille cannot except refunds or exchanges on earrings or any other pierced jewellery due to health and hygiene regulations.
Please choose your earrings and other pierced jewellery carefully.
 
RETURNS: All other Rapunzille items
If for some reason you are not happy with your purchase please email hello@rapunzille.com with your order number and we will provide you with a return address.
All returns must be sent back to Rapunzille at the customers expense within 14 days of receiving the product.
We accept returns in exchange for a Rapunzille gift card that lasts up to 1 year from issue date. You will not receive or be reimbursed by refund / gift card for original or return the shipping cost paid.
We do not provide refunds.
 
To qualify for a return, all jewellery and items must be unworn / unused and in perfect condition. Items must be returned in the entire Rapunzille original packaging with no damage. Your item will be inspected upon arrival and we reserve the right to refuse your return if the item doesn’t get to us within 14 days of delivery date or if item has been worn / damaged / missing including packaging.
 
The cost of return shipping is at the customer’s expense and is non-refundable. We recommend returning items through traceable mail and holding onto your tracking number from the post office. It is solely the customers responsibility that the items make it back to Rapunzille in a safe and timely manner in order to prevent the return being declined. It is the customers responsibility to hold onto their tracking number as proof of return. For some reason if the package doesn’t make it to Rapunzille, it is the customers sole responsibility to follow it up with the postal company they used. Rapunzille is not responsible for any lost parcels or customs fees for the customer.
 
Returned items that are not received by Rapunzille will not be issued a gift card, exchange or refund.
 
Items marked as ‘Final Sale’ cannot be returned.
What if I changed my mind before the item has been shipped?
If you have not been issued a tracking number, this means your order hasn’t been fulfilled yet and we can refund your order for change of mind. You will be refunded the transaction amount minus the following:
• 6% fee when paying with Afterpay
• 2% fee via Shopify payments
• 3% fee when paying with PayPal. 
However, if you have received your tracking number, we cannot refund your order and it will be sent out to you as per usual.
Faulty Products

Before your Rapunzille item gets sent out to you, it undergoes a stringent quality check by our staff members and manufacturers. If you make a claim that your product is faulty, please email hello@rapunzille.com with your order number explaining the faults in your jewellery. Provide photos and videos of the faulty product.
Note: Natural oxidisation of the jewellery, stripping of colour due to skin PH levels and water damage are not considered faults and will not be refunded. Please follow our care instructions here.

If you have been advised by our team to send the product(s) back to the Rapunzille return address, we will then assess the product in person to determine if the product is faulty and eligible for a refund, repair or replacement. In the unlikely event that you will receive a faulty item from Rapunzille we will send out a replacement or repair the item where applicable. In the case of a ‘Major failure’ as described under the ACCC, the customer will be refunded the full amount. 

In the event of a ‘major failure’ under the ACCC description, your full refund will be processed for the item(s) that are faulty under a major failure criteria, and a credit will automatically be applied to your original method of payment, within a 5 – 10 business days.  The refund can only be applied to the same payment method that was used to check out.

Late or missing refunds (if applicable)
If you haven’t received a refund after 10 business days, check your bank account again. If it still isn't there, contact your bank, it may take some time before your refund is officially posted.

There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@rapunzille.com with the title LATE REFUND
If you have any questions, please contact hello@rapunzille.com

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