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REFUNDS & RETURNS


RETURNS POLICY

We want you to be happy with your new purchase. If you are not completely satisfied, you can return the product to us and we exchange it, subject to the terms below. This policy applies to goods bought from RAFAELA LEAH.

This policy forms part of the RAFAELA LEAH Terms and Conditions and words defined in the Terms and Conditions have the same meaning in this policy unless the context indicates otherwise. Nothing in this policy is intended to limit your statutory rights in any way.

 

  1. Unwanted Products

 In general, you can return an unwanted product to us at your cost, provided: 

  • it is undamaged and unused, with the original labels and stickers still attached; 
  • it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
  • it is not missing any accessories or parts;
  • it is not listed in section 2 - Products not eligible for return; and 
  • you log a return with us at returns@rafaelaleah.com within 24 hours of receipt of your goods.

You will be responsible for paying your own shipping costs for returning your goods to RAFAELA LEAH. Shipping costs are non-refundable.

 Once we have inspected the product and validated your return, we will exchange it for something else within 7 days of the return.. We are entitled to refuse a return if the unwanted product is returned damaged, not in a re-saleable condition or missing any accessories.

We cannot be held responsible for lost parcels sent back to us from customers.   

 

  1.  Products not eligible for returns

 The following products are not eligible for exchange or credit:

  • goods marked "Final Sale";
  • jewellery for piercings;
  • goods which have been personalised for you or made to your specifications, such as engravings and custom made pieces, unless defective.

 

  1.  Products damaged on delivery

 Should a product be damaged at the time of delivery, please notify us of such defect within 24 hours on returns@rafaelaleah.com

Once we have inspected the product and validated your return, we will, at your choice, repair / replace the product as soon as possible. Exchanges are normally handled within 7 days of logging the return. Repairs and replacements could take longer, depending on parts / replacement availability.

 

  1.  Defective products

 We do our best to ensure that the products we deliver to you are of a high quality and without defects. 

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

 The following will NOT be regarded as defects and will not entitle you to a return under this section 4: 

  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from electrical surges or sea air corrosion;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorised alterations to the product; and
  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you;
  • Stones falling out or coming loose will be judged on a case by case basis.

RAFAELA LEAH will within 30 days repair or replace any defective products with a product of the same value at the time you log your claim. Claims must be logged with us on returns@rafaelaleah.com. Please provide your proof of purchase when making any warranty claims.