Refund policy
You can send it back
If a piece isn't right, you have 14 days from the day it arrives to return it for a refund. You don't need to give a reason. Email us and we'll tell you where to post it.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Those rights sit on top of everything else on this page. Our 14-day return window is something we offer in addition to them, never instead of them. Nothing on this page limits, replaces or shortens any right or remedy you have under the Australian Consumer Law, and no condition set out below applies to a claim made under it.
Change of mind returns
To send a piece back inside the 14 days, it needs to be:
- Unworn and undamaged, in the condition it reached you
- Back in its silver-foil velvet box, with the box intact
- Matched to proof of purchase, usually your order number
Trying a chain on to check the length is not wearing it. We mean unworn as in it hasn't left the house.
Email crestsidejwl@gmail.com with your order number. We'll confirm the return and send you the postal address. Please don't post anything back before you have that address from us.
Return postage on a change-of-mind return is yours to cover. If the piece is faulty, not as described, or otherwise covered by the consumer guarantees above, we cover it. Either way, pack it properly and use a tracked service. On a change-of-mind return the parcel stays your responsibility until it reaches us.
Once it arrives and we've checked it, your refund goes back to the card or account you paid with. Allow up to 10 business days for it to appear, depending on your bank. If you paid the $15 express fee on the original order, that fee isn't refunded on a change-of-mind return. It is refunded in full if the return is because something was wrong with the piece.
If something is wrong with your piece
Faulty, damaged in transit, or not what you ordered. Email crestsidejwl@gmail.com with your order number and a few photos of the problem. We'll arrange a replacement, a repair or a refund at no cost to you, in line with your rights under the Australian Consumer Law. Which of those applies depends on how serious the problem is, and where it's a major failure that choice is yours to make.
There's no 14-day cut-off on this. The consumer guarantees last for a reasonable period given what the piece is and what you paid for it, and that is usually a lot longer than two weeks.
Silver darkening is not a fault
925 sterling silver darkens with air and skin over time. That is the metal behaving normally rather than a defect, and it lifts off in seconds with a soft polishing cloth. We say so here so it doesn't come as a surprise. This note is for information only and does not limit any right or remedy you have under the Australian Consumer Law.
Exchanges
We don't run direct swaps. If you want a different length or a different piece, return the original under the 14-day policy above and place a new order. That's for change of mind. If something is actually wrong with the piece, use the section above instead and don't pay for anything twice.
Getting in touch
Every return starts with an email, and a real person reads it.
CRESTSIDE, Melbourne, Victoria, Australia