Refund policy
Returns & Refund Policy
At Rapunzille, we want you to love every piece of jewellery you receive. Each order is carefully prepared and quality checked before leaving our studio.
We understand that sometimes things don't go as planned. Below you'll find everything you need to know about returns, refunds and what to do if there's an issue with your jewellery.
1. Earrings & Pierced Jewellery
For health and hygiene reasons, we do not accept change-of-mind returns, refunds or exchanges on earrings or other pierced jewellery.
This includes, but is not limited to:
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Lobe earrings, studs, hoops and huggies.
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Flat-back earrings and cartilage jewellery.
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Ear threaders and other jewellery designed to be inserted into a piercing.
This policy applies even if the jewellery has not been worn.
Please check product descriptions, materials, measurements, gauges and sizing carefully before purchasing.
Important: These restrictions apply to change-of-mind purchases only. They do not affect your rights regarding faulty, damaged or incorrectly supplied products under Australian Consumer Law or other applicable consumer protection laws.
2. Returns on All Other Jewellery
For eligible non-pierced jewellery, including necklaces, bracelets and rings, we offer change-of-mind returns subject to the following conditions.
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Items must be received by Rapunzille within 30 days of the original purchase date.
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Items must be unworn, unused and in their original condition.
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All original Rapunzille packaging must be included and undamaged.
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Items marked as Final Sale are excluded from change-of-mind returns.
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Customers are responsible for return shipping costs.
Approved returns are issued as a Rapunzille gift card, valid for 12 months from the date of issue.
We do not offer monetary refunds for change-of-mind purchases.
A 5% restocking fee applies to approved change-of-mind returns and is deducted from the gift card value.
Original shipping charges are non-refundable for change-of-mind returns.
All returned items are inspected upon arrival. Rapunzille reserves the right to decline change-of-mind returns that do not meet these conditions.
3. Additional Return & Processing Fees
The following fees may apply to eligible change-of-mind returns or cancellations, where applicable and permitted by law:
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5% restocking fee calculated on the purchase price of returned items.
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$1 AUD administration or cancellation fee.
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6% processing fee for payments made through Afterpay.
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2% processing fee for payments made through Shopify Payments.
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3% processing fee for payments made through PayPal.
Any applicable fees will be communicated before the return or cancellation is processed.
These fees do not apply where a customer is entitled to a remedy under Australian Consumer Law or where otherwise prohibited by applicable law.
4. How to Request a Return
To request an eligible change-of-mind return:
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Email hello@rapunzille.com with your order number and return request.
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Our customer care team will review your request and provide return instructions if eligible.
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Carefully package your items in their original packaging.
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Send your return using a tracked shipping service.
Please do not send items back without contacting our team first.
Customers are responsible for ensuring change-of-mind returns arrive safely within the required return period.
We strongly recommend keeping your tracking details until your return has been processed.
Rapunzille cannot issue a change-of-mind gift card for items that are not received.
5. Faulty, Damaged or Incorrect Jewellery
Every Rapunzille jewellery piece undergoes quality control before dispatch, with photographs and videos recorded as part of our inspection process.
Despite our extensive quality checks, if you believe your jewellery has a manufacturing fault, arrives damaged or is different from what you ordered, please contact us.
Email hello@rapunzille.com with:
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Your order number.
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A description of the issue.
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Clear photographs or videos showing the concern, where possible.
Our team will review the information and advise you of the next steps. We may request additional information or arrange an inspection where reasonably necessary.
Your Rights for Faulty Products
Where a product fails to meet applicable consumer guarantees, you are entitled to the remedies provided by law.
Depending on the nature of the issue, this may include a repair, replacement or refund.
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Minor faults: Rapunzille may offer a repair or another appropriate remedy in accordance with applicable consumer law. Where a minor fault cannot be remedied within a reasonable time, additional remedies may be available.
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Major faults: Under Australian Consumer Law, customers are entitled to choose a refund or replacement, or may be entitled to retain the item and receive compensation for its reduced value.
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Incorrect or damaged items: We will assess the issue and provide an appropriate remedy in accordance with applicable consumer law.
Where a product is confirmed to have a fault covered by applicable consumer guarantees, reasonable return shipping costs will be reimbursed where required by law. Please retain your postage receipt.
Our change-of-mind exclusions, return deadlines, restocking fees and processing fees do not apply where a customer is entitled to a remedy under Australian Consumer Law or other applicable mandatory consumer protection laws.
Original packaging is not required when exercising your statutory rights regarding faulty products.
Our 1-Year Manufacturing Warranty
In addition to your statutory consumer rights, Rapunzille provides a 1-Year Manufacturing Warranty, covering genuine manufacturing faults that become apparent within one year of delivery.
Manufacturing faults may include defective clasps, posts, hinges, threads, stone settings or assembly.
Our voluntary warranty does not cover accidental damage, general wear and tear, loss unrelated to a manufacturing fault, improper use or care, product build-up, or routine maintenance adjustments.
Some jewellery components, including clicker clasps, prongs and threadless push-pin fittings, may require occasional adjustments to maintain their proper fit. These adjustments are considered routine maintenance unless an underlying manufacturing fault is identified.
Every warranty claim is individually assessed, including reference to our quality-control photographs and videos where relevant.
Where a claim is approved under our voluntary warranty, we generally aim to provide a replacement, subject to the warranty terms and product availability.
Our 1-Year Manufacturing Warranty is provided in addition to your rights under Australian Consumer Law and does not exclude, restrict or replace those rights. Your statutory consumer rights may apply beyond the voluntary warranty period.
For further information, please refer to our separate 1-Year Manufacturing Warranty Policy.
Need Assistance?
If you're concerned about the condition or quality of your jewellery, please get in touch with our customer care team at hello@rapunzille.com.
We are always happy to review your concerns and help find an appropriate resolution.
Rapunzille Team ⭐️