Returns & Refund Policy

At OTHERSIDE, we take pride in the quality of our jewellery and want you to shop with confidence. This policy outlines your rights and our procedures for returns, refunds, and exchanges.

1. Return Window

You may request a return within 14 days of delivery.

Return requests submitted after this period may not be accepted unless required by applicable consumer law.

2. Change-of-Mind Returns

We accept change-of-mind returns under the following conditions:

• Returns must be requested within 14 days of delivery.
• Items must be unused, unworn, and in original packaging.
• The customer is responsible for return shipping costs.

Refund method for change-of-mind

Approved change-of-mind returns are issued as store credit only.

Original shipping costs are non-refundable.

EU customers: If you are located in the European Union, please refer to Section 4 — EU Right of Withdrawal for your cancellation and return rights.

3. How to Start a Return 

To initiate a return request online:

1. Click "Returns" in our store footer, or go to your order confirmation email and click "View your order"
2. Enter your email address and click "Continue"
3. Enter the 6-digit verification code sent to your email
4. Select the order you want to return
5. Click "Return items" on the eligible delivered item(s)
6. Select the items, choose a return reason, and submit your request
7. You'll receive an automatic email confirmation — we'll review your request within 1–2 business days

Alternatively, you may contact us at support@othrsidestore.com with your order number, full name, and the items you wish to cancel or return.

Once approved, store credit will be issued to your account. Original shipping costs are non-refundable. Cancellations are not available once an order is confirmed. For EU customers, see Section 4 for your withdrawal and cancellation rights.

4. EU Right of Withdrawal (European Union Customers)

If you are located in the European Union, you have additional rights under EU consumer protection law, including EU Directive 2011/83/EU and EU Directive 2023/2673. The following terms apply to EU customers and take precedence over any other section of this policy where there is a conflict.

Right to Cancel (Cooling-Off Period) You have the right to cancel your order within 14 days without giving any reason:

• For orders not yet shipped — you may cancel at any time before fulfilment
• For delivered orders — the 14-day period begins the day after you receive your goods

How to Exercise Your Right of Withdrawal

You can cancel or return your order directly online:

1. Click "Returns" in our store footer, or go to your order confirmation email and click "View your order"
2. Enter your email address and click "Continue"
3. Enter the 6-digit verification code sent to your email
4. Select the order you want to action
5. Click "Return items" for delivered orders, or "Cancel items" for orders not yet shipped
6. Select the items, choose a reason, and submit your request
7. You'll receive an automatic email confirmation immediately

Alternatively, you may contact us at support@othrsidestore.com with your order number, full name, and the items you wish to cancel or return.

Refunds for EU Withdrawals Upon a valid withdrawal, we will refund you the full purchase price including standard outbound shipping costs within 14 days of receiving your cancellation or returned goods. Refunds will be issued to your original payment method — store credit is not substituted without your explicit consent.

We may withhold the refund until we have received the returned goods or you have provided proof of return shipment, whichever is earlier.

Return Shipping for EU Customers You are responsible for the direct cost of returning goods unless the item is faulty, damaged, or incorrect. We recommend using a tracked service as we cannot be held responsible for returns lost in transit.

Exemptions — Non-Returnable Items for EU Customers The following items are exempt from the EU right of withdrawal:

• Earrings — sealed goods not suitable for return due to hygiene reasons, once the packaging has been unsealed after delivery
• Custom or personalised jewelry — items made to your specification
• Digital content — once download or access has begun with your consent

No Restocking Fees No restocking fee applies to EU withdrawal requests. Deductions from refunds may only be made where goods show signs of handling beyond what is necessary to establish their nature, characteristics, and functioning.

Extended Withdrawal Period If we fail to provide you with the required information about your right of withdrawal, your withdrawal period is extended to 12 months and 14 days.

5. Order Cancellations (Non-EU Customers)

All orders are processed immediately after being placed and are sent to our warehouse for packing within minutes. For this reason, once an order has been confirmed, it cannot be cancelled, modified, or changed.

Please ensure all order details, including shipping address and product selections, are correct before completing your purchase.

If you are located in the European Union, please refer to Section 4 — EU Right of Withdrawal for your cancellation rights.

6. Chargebacks & Payment Disputes

By placing an order, you agree to contact OTHERSIDE JEWELLERY PTY LTD to resolve any issue prior to initiating a chargeback or payment dispute. Initiating a fraudulent or unjustified chargeback after receiving goods constitutes a breach of our Terms and may result in:

• Suspension or permanent banning of your account
• Refusal of future orders
• Recovery actions for associated fees, chargeback costs, and administrative expenses

We reserve the right to provide proof of delivery, transaction records, and customer communications to payment processors to dispute illegitimate chargebacks.

We reserve the right to refuse returns, refunds, or future orders where patterns of abuse, excessive claims, or policy exploitation are detected.

7. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or incorrect, please contact us within 48 Hours of delivery with your order number and clear photos.

We will offer:

• A replacement, or
• A refund or store credit if a replacement is unavailable.

Failure to report issues within 48 hours may result in denial of the claim.

This requirement does not limit any rights you may have under applicable consumer protection laws.

8. Return Eligibility Conditions

To qualify for a return:

• Item must be unworn, unused, and in resellable condition.
• Item must be in original packaging.
• All accessories, boxes, and inserts must be included.
• Items showing signs of wear, damage, or alteration may be refused.

9. Non-Returnable Items

The following items cannot be returned or exchanged:

• Earrings (for hygiene reasons)
• Custom or personalised items
• Final sale or clearance items
• Free promotional items

10. Return Shipping Costs

Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.

We recommend using a tracked shipping service, as OTHERSIDE is not responsible for returns lost in transit.

11. Original Shipping Fees

Original shipping fees are non-refundable unless the return is due to a faulty, damaged, or incorrect item.

If free shipping was offered on your order, the actual shipping cost incurred by OTHERSIDE may be deducted from your refund where permitted by law.

12. Refund Processing

Once your return is received and inspected, refunds or store credits will be processed within 5–10 business days.

Refunds are issued to the original payment method only where required by law or where a replacement is unavailable. Approved change-of-mind returns are issued as store credit.

Depending on your financial institution, it may take additional time for funds to appear.

13. Sale Items & Promotions

Items marked as Final Sale, clearance items, or promotional items are not eligible for return or refund unless faulty.

If a promotional bundle or “Buy X Get Y” offer is partially returned, the retail value of any free item may be deducted from the refund.

14. Return-to-Sender & Unclaimed Parcels

If a parcel is returned to OTHERSIDE due to:

• Incorrect or incomplete address
• Failure to collect
• Refusal to pay duties or taxes
• Unclaimed delivery
• Name not recognised at delivery address

Customers may choose one of the following options:

Option A — Refund

Refund issued minus:

• Original shipping cost
• Carrier return fees
• Any charges incurred to receive the returned parcel
• 20% restocking fee

Option B — Store Credit

Store credit issued minus:

• Original shipping cost
• Carrier return fees
• Any charges incurred to receive the returned parcel

No refunds or credits will be issued until the parcel is physically received by OTHERSIDE.

EU customers: The 20% restocking fee does not apply to parcels returned to sender where the EU right of withdrawal applies. See Section 4.

15. Customs Duties & International Orders

Australia

Domestic Australian orders are not subject to customs duties.

International Orders

Customers outside Australia are responsible for any customs duties, import taxes, VAT, or clearance fees imposed by their country.

If a shipment is refused due to unpaid duties or taxes and returned to us, the Return-to-Sender policy above applies.

Customs policies vary by country. Please contact your local customs office for more information.

16. Lost or Stolen Parcels

Once an order is marked as delivered by the courier, OTHERSIDE is not liable for lost or stolen packages.

We will assist customers in filing claims with the shipping carrier where possible.

17. Buy Now, Pay Later (BNPL) Refunds

For orders paid using Afterpay, Klarna, or other instalment providers:

• Payment provider fees may be non-refundable.
• Refunds are processed according to the provider’s terms.
• Instalment agreements remain the customer’s responsibility.

18. Consumer Rights

Nothing in this policy excludes or limits your rights under Australian Consumer Law or other applicable consumer protection laws.

Customers are entitled to remedies for major faults, including replacement, refund, or repair as required by law.