Refund
Policy
At Oskar & Stone, we are dedicated to providing high-quality permanent jewellery and ensuring customer satisfaction in accordance with our obligations under Australian Consumer Law (ACL).
This Refund Policy outlines your rights and our commitments regarding our products and services offered across Australia.
1. Weld Integrity Guarantee
We stand by the craftsmanship of our welding process. If a weld on your permanent bracelet, anklet, or necklace fails within 14 days of purchase due to a manufacturing defect, Oskar & Stone will, at our discretion, repair or replace the item at no additional cost, provided you notify us within this period and present proof of purchase.
Contact us here to initiate this process.
2. Exclusions – Chain and Charm Damage
Due to the inherent fragility of jewellery components, damage to the chain or charms
(e.g., breakage, stretching, or wear) is not covered under this policy unless it results from a proven manufacturing fault.
As such, repairs for damage caused by misuse, accident, or normal wear and tear are not eligible for complimentary rectification.
This does not affect your statutory rights under the ACL for goods not of acceptable quality.
3. Pre-Departure Quality Assurance
Every permanent jewellery piece is subjected to a strength test by our trained staff prior to the customer leaving our pop-up, event,
or private booking.
This ensures the item meets our quality standards at the point of sale, and acceptance by the customer signifies satisfaction with the product’s condition.
4. Re-Weld Service
For your convenience, Oskar & Stone offers a re-welding service for permanent jewellery at a fixed fee of $25 (inclusive of GST),
applicable whether the item was purchased from us or another provider. This service is available at our discretion during our Australia-wide pop-ups and events, subject to scheduling and availability. This is a discretionary service and does not constitute an admission of fault or obligation under the ACL.
Statutory Rights
Under Australian Consumer Law (ACL), you are entitled to a repair or refund if your permanent jewellery fails due to a manufacturing defect.
Specifically, if the weld on your jewellery breaks within 14 days of purchase due to a defect,
we will repair it free of charge under our warranty.
Please contact us with your proof of purchase to arrange this.
For issues that occur after the 14-day warranty period, a $25 fee will apply for the repair.
If the damage is not related to the weld—for example, if the chain or another part of the jewellery breaks—a $25 reweld fee will be charged,
regardless of when the issue occurs.
We craft each piece with care, but jewellery is delicate by nature.
Damage due to misuse, accidents, or normal wear and tear is not covered under ACL or our warranty.
If you have any questions or need assistance, we’re here to help!
Questions?
Questions?
Contact Us
To discuss a refund, repair, or re-weld, please contact us here with your proof of purchase and details of the issue.
We aim to respond within 1-2 business days and resolve matters promptly in line with our legal obligations and commitment to excellence.