Stolen Gem Online (ABN: 58 050 402 648), is an Australian based business whose mission is to provide fashion accessory products to consumers within Australia and across the globe. We are committed to providing the best product and service to our customers and this is reflected in our Refund Policy.
Our Refund Policy applies to all purchases made online at http://www.stolengem.com
Our Refund Policy does not exclude or replace your rights given under the Australian Consumer Law and regulations.
- If you believe an item is faulty, you may have rights to a remedy under the Australian Consumer Law.
- If there is a major failure with an item, you may choose a refund or exchange. If the failure is minor, we will replace the relevant item within a reasonable time.
- Stolen Gem requires satisfactory proof of purchase before providing a remedy under the Australian Consumer Law. A photo must be provided which support the claim.
Change of mind
- If you have simply changed your mind we do not provide refunds. Special consideration will be given in exceptional circumstances however you must be able to provide satisfactory proof of purchase. Further, the merchandise must be:
- in saleable condition;
- unused with all original packaging;
- returned to us with any gift or bonus received with the merchandise (if applicable);
- not subject to the exclusions listed below; and
- the exchange or refund is sought within 14 days of purchase.
- Stolen Gem, reserves the right not to offer an exchange or refund for change of mind at its discretion.
- Refunds will be given using your original payment method
- If the order was returned due to an incorrect address or the package was unclaimed, Stolen Gem has the right to charge for the product to be re-shipped.
Gift or bonus with purchase and bundled items
- Where merchandise is purchased with a gift or bonus, the gift or bonus must also be returned. If you are unable to return the gift or bonus, or it is not in saleable condition, the value of any available refund will be reduced by the value of the gift or bonus.
- In the instance of bundle offers, all items within the bundle must also be returned or the value of the unreturned items will be deducted from any available refund.
Privacy when making a return
- Stolen Gem is committed to protecting your privacy.
- Information collected when returning merchandise will be securely stored for a reasonable period of time. It may be used for fraud protection activities and for the purpose of Stolen Gem research and analysis. It may be disclosed to state and territory departments upon request, as required by law.
- If products are on sale they will not be refunded.
If you would like to submit a return or refund request, please contact email@example.com with the following information.
- Full Name
- Order Number
- Email Address
- Explanation of the defect
- High quality photo or video showing the defects. If images are not provided we will not be able to complete your request.
We endevour to resolve any returns or disputes quickly and with the customer’s satisfaction as a top priority!