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.

3. How to Start a Return

To initiate a return, contact us at:

Email: otherside.official0@gmail.com

Please include:

• Your order number 
• Full name used in your order
• Item(s) you wish to return
• Reason for return
• Photos (if faulty or incorrect)

Returns must be approved before being sent. Unauthorised returns may not be accepted.

4. Order Cancellations

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.

5. 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.

6. 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.

7. 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.

8. 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

9. 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.

10. 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.

11. 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.

12. 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.

13. 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.

14. 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.

15. 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.

16. 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.

17. 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.