Refunds, Returns & Exchanges Policy

1. Overview

This Refunds, Returns & Exchanges Policy (“Policy”) outlines your rights and our obligations in relation to purchases made from Minskhi, whether in-store, via appointment, or online.

Nothing in this Policy excludes, restricts, or modifies your rights under the Australian Consumer Law (ACL).

Where inconsistency arises, ACL prevails.

2. Australian Consumer Law (Mandatory Rights)

Under ACL, you are entitled to:

• A refund or replacement for a major failure
• Repair or replacement for a minor failure
• Compensation for reasonably foreseeable loss or damage

A product has a major failure if it:

• Is unsafe
• Is significantly different from description
• Has a serious defect
• Would not have been purchased had the consumer known of the issue

We will comply fully with ACL obligations.

3. Change of Mind

We do not provide refunds for change of mind.

At our sole discretion, we may offer store credit within 7 days of purchase, provided:

• The item is unworn and unused
• In original condition
• With all original packaging
• Accompanied by proof of purchase

Store credit validity period will be specified at issue.

We are not obligated to provide store credit.

4. Excluded Items (Change of Mind)

The following are not eligible for change-of-mind return:

• Custom or bespoke jewellery
• Engraved items
• Resized or altered items
• Special orders
• Loose gemstones purchased after inspection
• Promotional items (unless ACL applies)
• Clearance items (unless ACL applies)
• Gift cards

5. Promotional & Clearance Purchases

Subject to ACL:

• All promotional and clearance purchases are final sale.
• No change-of-mind refunds, exchanges, or store credit apply.
• If a product is faulty, ACL rights apply.

6. Gemstone Natural Characteristics

You acknowledge that:

• Natural gemstones contain inclusions and variations
• Colour may vary under different lighting
• Slight differences between online images and physical items may occur

These natural characteristics do not constitute defects.

Returns will not be accepted on the basis of natural variation.

7. Treatment Disclosure & Certification

Where treatment or certification information is provided:

• It reflects industry standards at time of sale
• It is based on recognised laboratory reports
• It is provided in good faith

If a dispute arises regarding gemstone treatment or authenticity:

• Independent laboratory verification may be required
• Testing must be conducted by a mutually agreed laboratory
• Costs may be borne by the customer unless a defect is confirmed
• Items must not be altered prior to verification.

8. Wear, Damage & Care Responsibility

Returns will not be accepted for:

• General wear and tear
• Scratches from normal use
• Damage due to improper care
• Exposure to chemicals
• Accidental damage
• Loss of stones after purchase due to impact

Jewellery requires appropriate care and maintenance.

We may offer repair services at cost where applicable.

9. Resizing & Alterations

Resized or altered items are not eligible for return unless faulty under ACL.

Alterations requested by the customer may affect eligibility for refund.

10. Independent Valuations

Independent valuations obtained after purchase do not constitute grounds for refund unless:

• The item materially differs from description; and
• A major failure under ACL is established

Market valuation differences are not grounds for return.

11. Return Process

If you believe a product is faulty:

• Contact us within a reasonable timeframe.
• Provide proof of purchase.
• Provide clear description of the issue.
• Return the product for inspection.

We may:

• Repair
• Replace
• Refund

depending on the nature of the issue and ACL requirements.

Returns are not accepted for:

• (a) custom items
• (b) engraved items
• (c) resized items
• (d) clearance items

12. Timeframes

Claims must be made within a reasonable time after discovering the issue.

What is “reasonable” depends on:

• Product type
• Nature of issue
• Expected lifespan

13. Inspection and Verification

We reserve the right to:

• Inspect all returned items
• Verify authenticity and condition
• Refuse returns where items have been altered

Items must be returned in substantially the same condition as sold.

14. Refund Method

Approved refunds will be issued via the original payment method where possible.

Cash refunds may not be available for card transactions.

15. Limitation of Liability

To the maximum extent permitted by law:

• We are not liable for:
• Indirect loss
• Loss of profits
• Emotional distress
• Investment losses
• Consequential damages

Nothing excludes ACL rights.

16. Fraud Prevention

We reserve the right to:

• Refuse returns where fraud is suspected
• Request identification
• Report fraudulent conduct to authorities

17. Governing Law & Jurisdiction

This Policy is governed by the laws of Victoria, Australia.

You agree that any dispute arising in connection with this Policy shall be subject to the exclusive jurisdiction of the courts of Victoria, Australia.

18. Contact