Refund policy

Returns & Refunds Policy (Australia Only)

Last updated: 10th March 2026

Thank you for shopping with Prickleberry Lane. As a small Australian business, we take great care to ensure every jewellery piece is checked, photographed, and securely packaged before it leaves the studio. This Returns & Refunds Policy outlines your rights under Australian Consumer Law (ACL) and our conditions for returns.

 

💛 Australian Consumer Law (ACL) Rights

We comply with all obligations under the Australian Consumer Law.
You are entitled to a repair, replacement, or refund if an item has a major problem, such as:

• It is faulty or damaged on arrival
• It is significantly different from the description
• It is not fit for purpose

These rights cannot be excluded.

However, ACL does not require businesses to provide refunds or exchanges for:

• Change of mind
• Ordering the wrong size
• Finding the item cheaper elsewhere
• Misuse or damage caused after delivery
• If this is a gift and the recipient did not like your gift

 

🚫 Items Not Eligible for Return

For hygiene, safety, and regulatory reasons, we cannot accept returns on:

• Earrings (including studs, hoops, huggies, shepherd hooks, or any item that may have pierced the skin)
• Sale or discounted items
• Custom or made‑to‑order pieces

These items are final sale unless they arrive with a major fault under ACL.

 

📦 Proof of Condition Before Shipping

To protect both you and our business, all orders are photographed in their packaging before dispatch.

This allows us to verify:

• The correct item was sent
• The condition of the item before shipping
• The address the item was sent to
• Packaging integrity

These records may be used to assess claims.

 

📸 Damaged Items on Arrival

If your order appears damaged in transit, please contact us within 48 hours of delivery.

To lodge a claim with Australia Post, we require:

• Clear photos of the packaging (outside and inside)
• Clear photos of the item showing the damage. We require a minimum of 5 photos from a different angle to show the damage clearly.
  
• A video showing the packaging and the damage to the item.
• Your order number and full name.

Without this evidence, we cannot submit a postal damage claim or process a replacement/refund.

 

🔄 Incorrect Item Received

If you believe you have received the wrong item, please email us at paintedwillow@outlook.com within 48 hours.

Please include:

• A description of why you believe the item is incorrect
• A minimum of 5 photos from different angles of the item received.
• A video of the item received
• Your name, address, and the order number

We keep photographs of every order with its packaging label before dispatch, which helps us quickly verify and resolve any issues.

 

🔁 Change of Mind & Wrong Size

We do not offer refunds, exchanges, or store credit for:

• Change of mind
• Ordering the wrong size
• Selecting the wrong metal, material, or stone 
• Selecting the wrong colour or style

Please check product descriptions and sizing information carefully before purchasing. If you need help choosing the right size, feel free to contact us before placing your order.

 

📮 Return Shipping (If Approved)

If a return is approved under ACL:

• Items must be returned in original, unused condition
• Packaging must be included
• Return shipping costs are the responsibility of the customer unless the item is confirmed faulty
• We recommend registered post or a tracked postage service, as we cannot be responsible for lost returns, we are unable to complete your refund until the return item(s) is received and inspected.

 

🌏 Australian Orders Only

We currently ship within Australia only.
Returns are only accepted from Australian customers.

 

✉️ How to Contact Us

For all return, fault, or damage enquiries, please email:
paintedwillow@outlook.com

Please include your name, address, and your order number so we can assist you quickly.

 

* Please note that any attempt at a fraudulent claim will be reported to the police