Refund policy
Our 14-Day Return Policy
We have a 14-day return policy for faulty items only. We do not offer returns or exchanges for change of mind, incorrect size, or similar reasons — please review product details carefully before purchasing.
To be eligible for a return, the item must be faulty and you must contact us within 14 days of receiving your item, quoting your order number and including a clear photo of the fault. Once your return is approved, we'll confirm the return address and next steps.
If your item is confirmed as faulty, we'll cover the cost of return shipping. If the item is found not to be faulty upon inspection, you may be responsible for return shipping costs.
Items sent back to us without first requesting a return will not be accepted.
Return address (once approved): Elixa PO Box 4209 Essendon Fields VIC 3041
Please send returns via Australia Post — our PO Box is unable to receive parcels from other couriers.
What Counts as a Fault
We stand by the quality of our jewellery, and our stainless steel pieces are designed to be tarnish-resistant under normal wear. However, no metal is fully tarnish-proof, and the following are considered normal and are not treated as faults:
- Gradual changes in appearance from prolonged exposure to water, sweat, chlorine, perfume, or chemicals
- Gradual wear of plating with regular use
- Minor variations in gemstones, finishes, or handmade details
A fault refers to genuine manufacturing defects, such as a broken clasp, snapped chain, or missing stone upon arrival.
Exchanges
If your item is faulty, we're happy to offer an exchange instead of a refund. Contact us at elixa.business@gmail.com to arrange this.
Your Rights Under Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law (ACL). Our products come with guarantees that cannot be excluded. 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 the item repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Where an item has a major fault (for example, it's unsafe, significantly different from how it was described, or simply doesn't work), you're entitled to choose a refund or replacement, even outside our standard 14-day window. For less serious faults, we'll offer a repair, replacement, or refund within a reasonable time.
Please contact us at elixa.business@gmail.com to arrange this.
Refunds
Once we've received and inspected your return, we'll notify you whether the refund has been approved.
If approved, you'll be automatically refunded to your original payment method within 10 business days. Please note it can take additional time for your bank or card provider to process and post the refund.
If more than 15 business days have passed since we approved your return and you haven't received your refund, please contact us at elixa.business@gmail.com.