Refund policy

VIVIENNE GOLD

RETURNS & WARRANTY POLICY

At Vivienne Gold, we are committed to providing timeless, high-quality jewellery designed to be worn and enjoyed every day. If you experience an issue with your purchase, we are here to help.

RETURNS FOR FAULTY ITEMS
If you believe your item is faulty, please contact us as soon as you notice the problem. Our warranty covers manufacturing defects for six months from delivery, and your rights under Australian Consumer Law may extend beyond that.

To make a claim, email Laura@vivienne-gold.com with your order number, a description of the issue and clear photos of the fault.

Once we've assessed your claim, we'll provide a prepaid return label for Australian customers where we need the item back. International customers: arrangements will be made via email for an assessment and return for approved claims.

If a fault is covered, we'll repair the item, replace it or refund you, in line with Australian Consumer Law. Where the problem is a major failure, you can choose a replacement or a refund. Store credit is offered only if you prefer it.

CHANGE OF MIND

Changed your mind? We offer 30-day exchanges and store credit on eligible change-of-mind purchases.

To be eligible, items must be:

  • Returned within 30 days of the delivery date
  • Unworn and in their original condition
  • In their original packaging, with all tags and materials included

For hygiene reasons, earrings can only be exchanged or credited if unworn and the packaging is unopened.

Change-of-mind returns are offered as an exchange for another item or as store credit — we do not offer refunds for change-of-mind purchases. Return shipping for change-of-mind items is the customer's responsibility.

To start a change-of-mind return, email Laura@vivienne-gold.com with your order number and the item you'd like to return.

WARRANTY AGAINST DEFECTS
This warranty is given by Vivienne Gold, Laura@vivienne-gold.com.

Warranty period: six (6) months from the date your order is delivered.

What it covers: defects in materials or workmanship under normal use. If a covered defect appears, we will repair or replace the item, or refund you where the law requires it.

How to claim: email us with your order number, a description of the fault and clear photos. We'll tell you whether the item needs to come back to us.

Cost of claiming: we cover reasonable return postage for approved claims.  Please contact us prior to incurring any costs.   If you incur reasonable expenses making a valid claim, contact us and we'll reimburse them.

Not covered: general wear and tear, accidental damage, misuse or neglect, tarnishing caused by improper care, and lost or stolen items.

ACCC PRESCRIBED CONSUMER-GUARANTEES

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

  • to cancel your service contract with us; and
  • to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods.

If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

AUSTRALIAN CONSUMER LAW

Nothing in this policy excludes, restricts or modifies your rights under Australian Consumer Law. Where required by law, Vivienne Gold will provide remedies for products that fail to meet consumer guarantees, including repair, replacement or refund as appropriate.

CONTACT US

For all warranty and return enquiries, please contact:
Laura@vivienne-gold.com

We aim to respond to all enquiries within 2 business days.