This refund & return policy was last updated on 01 September 2024.

Welcome to Redki (“we”, “our”, “us” “I”, “Redki”).  Thank you for choosing Redki Couture Jewellery for all your couture and custom jewellery needs.  We value your trust in our brand and our products.

This policy is in addition to the Terms and Conditions which can be found https://redki.com.au/terms-of-use/.

1. Compliance with Australian Consumer Law

This policy is in line with the Australian Consumer Law, which sets out consumer rights and guarantees. These rights include the right to a refund, replacement, or repair if goods are faulty, not as described, or do not perform their function.

2. Refunds

We may issue refunds in cases where the item is determined to be faulty in accordance with the Australian Consumer Law, at which point consumers are entitled to the rights afforded to them under the law. see Warranties

3. Mistaken Purchases

We understand that mistakes can happen during the purchasing process. In circumstances where an extra or different product is purchased by mistake, we want to clarify our policy:

1. Misplacement or Replacement: Redki will not be accountable for the misplacement or replacement of a product purchased in error.
2. Delivery Responsibility: Redki is not responsible for the delivery of a mistakenly purchased product to the Buyer. It is the Buyer’s responsibility to ensure the accuracy of their order before finalising the purchase.
3. a) Custom-Made Products:

4. Change of Mind

We do not offer refunds, exchanges, or returns for custom-made products. Due to the personalised nature of these items, all sales are final.

1. b) Ready-Made Range (excluding pierced jewellery or hair accessories):

• We do not refund for change of mind purchases. We will happily exchange the item to another item of the same value or for a store credit note.
• Exchanges can only be made on full price items.
• You may exchange the item within 7 days of the purchase date.
• The item must be unworn, unopened from its original packaging and in saleable condition.
• The exchange is subject to product availability.
• Any additional costs associated with the exchange, such as shipping or price differences, will be the responsibility of the customer.
• Items returned for a change of mind must be in their original condition, with all tags and packaging intact.

We reserve the right to assess the condition and age of all returned items; and this may result in items not being accepted for return or exchange.

All returns undergo rigorous quality checks so please ensure you meet the following conditions before submitting a return request:

• Merchandise must be new, unworn and in original condition (including all tags and stickers must not be removed and packaging intact).
• Packaging must be in new pristine condition.
• You have the sales receipt and original packaging in new condition.
• You are within Australia.
• You are the original purchaser.

5. Faulty Items

We strive to provide high-quality products, but we understand that occasionally issues may arise. If you receive a faulty item, we are here to assist you:

All returns undergo rigorous quality checks so please ensure you meet the following conditions before submitting a return request:

• Merchandise must be new, unworn and in original condition (including tags, stickers must not be removed).
• You have the sales receipt and original packaging in new condition.
• You are within Australia.
• You are the original purchaser.

1. a) Reporting a Faulty Item:

Please contact our customer service team at info@redki.com.au within 7 days of receiving the faulty item.

Provide a detailed description and, you may be asked to provide clear photographs illustrating the fault prior to shipping your item back.

1. b) Assessment and Resolution:

Our team will assess the reported fault to determine the most appropriate solution.

This may involve a refund, replacement, or repair, as per the Australian Consumer Law.

1. c) Return Process:

If a return is deemed necessary, we will provide instructions for the return process, including any shipping labels or instructions.

1. d) Refund, Replacement, or Repair:

The resolution for faulty items will be determined on a case-by-case basis.

Options may include a refund, replacement, or repair, depending on the nature of the fault and the availability of the product.

Where an item is damaged through misuse, neglect, or abnormal use, Redki will not provide a refund, exchange or repair and return postage to return the item will be at the expense of the customer.

1. e) Non-refundable credit is valid for 12 months from issue. Such credit can only be redeemed online with redki.com.au and postage within Australia. Credits are non-transferrable and cannot be re-issued if lost or stolen.

6. Contact Us

If you have any concerns or questions about our refund and return policy, please contact our customer service team at info@redki.com.au.