Refund policy

At LAVANA, we want you to be completely satisfied with your purchase. If you need to return or exchange an item, please review the following guidelines.

Eligibility for Returns & Exchanges

We accept returns within 14 days of receiving your order, for a store credit or exchange (not refund), provided the item meets the following conditions:

• Unused & Unworn: Jewellery must be in its original condition, with no signs of wear, scratches, or damage.

• Original Packaging: Items must be returned with all original packaging, certificates, and receipts. If purchased as a set, all pieces must be returned together.

• Proof of Purchase: A valid receipt or order confirmation is required.

Non-Returnable Items

Certain items are not eligible for return or exchange, unless faulty, including:

• Personalised or Engraved Jewellery (custom-made, etched, or engraved pieces)

• Earrings (due to hygiene reasons)

• Final Sale & Promotional Items (marked as ‘Final Sale’ or purchased during clearance events)

How to Return or Exchange an Item

1. Submit a Return Request

Email our team at hello@lavanajewellery.com.au with your order number, item details, and reason for return or exchange. We will review your request and provide return instructions.

 

2. Return the Item

Ship the item back using trackable and insured postage. Customers are responsible for return shipping costs unless the item is faulty. LAVANA is not liable for lost or damaged returns.

 

3. Processing Your Return

Once received, we will inspect the item and process your refund or exchange within 5–7 business days. Refunds will be issued via the original payment method.

Important: Shipping fees, duties, and taxes are non-refundable.

Faulty or Incorrect Items

We take quality seriously. If you receive a damaged, faulty, or an incorrect item, please contact us within 48 hours of receiving your order hello@lavanajewellery.com.au.
We will arrange for a replacement or refund at no cost to you.

Store Credit & Exchanges

• If you would like to exchange, we will issue a store credit once your return is processed.

• Store credit does not expire and can be used toward any future purchase.

Change of Mind Policy

If you change your mind about your purchase and your item is eligible for a return, we are happy to offer a store credit or exchange. Refunds are not available for change-of-mind returns.

Returning a Gift

If you received a gift and would like to exchange it, please provide the order number or name of the purchaser. Store credit will be issued in place of a refund.

Contact Us

If you have any questions, please contact our team at hello@lavanajewellery.com.au. We are happy to assist you.

 

Thank you for shopping with LAVANA.