All Runaway Rosy jewellery is handmade to order. We do not accept returns or exchanges for change of mind, including incorrect selections of metal, size, chain length or design.
Personalised jewellery cannot be returned or exchanged for change of mind or mistakes in the personalisation details provided at checkout, such as incorrect names, initials, dates, fonts or other selected options. Please check your selections and personalisation details carefully before placing your order.
Faulty or Incorrect Jewellery
If your jewellery arrives faulty, damaged or does not match the product description or specifications confirmed in your order, please contact us with your order number, a description of the issue and clear photographs where possible.
Depending on the nature of the issue, you may be entitled to a repair, replacement or refund under Australian Consumer Law.
For a minor problem, we may offer a repair within a reasonable time. For a major problem, you may be entitled to choose a refund or replacement in accordance with Australian Consumer Law.
Sale Jewellery
Sale jewellery is not eligible for change-of-mind returns or exchanges. This does not affect your rights under Australian Consumer Law, which apply to both full-priced and sale jewellery.
Runaway Rosy jewellery is handmade for everyday wear, but this doesn't necessarily mean continuous 24/7 wear. Even precious metals need proper care.
I recommend removing jewellery before bed, swimming, exercise and activities that may put unnecessary pressure or strain on delicate rings, chains and other components. Everyday activities such as cooking, cleaning, lifting and carrying things can also put pressure on jewellery over time.
Normal wear and tear, accidental damage, misuse and damage caused by improper care are not generally considered manufacturing faults.
Sterling silver naturally tarnishes when exposed to air, moisture and certain chemicals. Tarnishing alone does not necessarily indicate a fault and can usually be removed with appropriate silver cleaning products.
Nothing in this section limits your rights under Australian Consumer Law.
Your Consumer Rights
Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under Australian Consumer Law.
Runaway Rosy gift cards and gift vouchers are issued electronically and are not eligible for change-of-mind refunds or returns. This does not affect your rights under Australian Consumer Law.
If you believe your jewellery is faulty, please contact me at hello@runawayrosy.com.au as soon as reasonably possible after discovering the issue. Include your order number, a description of the problem and clear photographs where possible, so I can assess the issue and discuss the next steps with you.
Depending on the nature of the issue and your rights under Australian Consumer Law, you may be entitled to a repair, replacement or refund. Proof of purchase may be requested.
If you've ordered a chain that is too long and would like it shortened, an alteration fee of $55 applies, including return postage to you.
If you've ordered a chain that is too short and would like a longer replacement, replacement chains start from $65, excluding return postage. Prices may vary depending on the metal and chain length.
All alteration and replacement requests are subject to assessment and approval, including the condition of the jewellery. Jewellery that has been worn may still be eligible for alteration at my discretion.
These fees cover the materials, labour and handling involved in making the requested changes.
An invoice will be sent for the applicable charges. Once payment is received, the alteration or replacement process will begin.
Please allow approximately 5 business days for alterations or replacements to be completed, depending on material availability. Postage times are additional.
To arrange an alteration or replacement, please email hello@runawayrosy.com.au.
These fees apply to customer-requested changes and do not apply where a remedy is required under Australian Consumer Law.
Please contact me at hello@runawayrosy.com.au before returning any jewellery so I can provide the return address and instructions.
Customer-Requested Alterations and Replacements
Customers are responsible for the cost of sending jewellery back to Runaway Rosy for approved alterations or replacements requested due to incorrect selections or personal preferences.
Return postage to the customer will be included in the alteration fee or charged separately, as outlined in the quote provided.
Faulty Jewellery
If your jewellery is faulty, please contact me before returning it so I can assess the issue and discuss the next steps with you.
Where a product fails to meet Australian Consumer Law guarantees, reasonable return postage costs will be reimbursed as required by law.
Shipping and Tracking
I recommend using a trackable postage service when returning jewellery, as this helps both of us follow the parcel's progress.
Delivery times for repaired, altered or replacement jewellery will depend on Australia Post's delivery timeframes and your location.
Your rights under Australian Consumer Law are not affected by this policy.
As all Runaway Rosy jewellery is handmade to order, please contact me at hello@runawayrosy.com.au as soon as possible if you wish to cancel your order.
If your order has not yet entered production, cancellation may be accepted, subject to a cancellation fee of up to 5% of the order total to cover reasonable administration costs and non-refundable payment processing fees already incurred. The actual fee will depend on the costs associated with your order and will be confirmed before your cancellation is processed.
Once production has begun, change-of-mind cancellations are not accepted, as each piece is handmade specifically for your order. Exceptions may be considered at my discretion.
This policy does not affect your rights under Australian Consumer Law.
