Refund policy
RETURNS & REFUNDS POLICY
Please choose your products carefully and check all gauge, length, diameter, threading, compatibility, apparel sizing and product information before ordering.
BODY JEWELLERY & HYGIENE
For health and hygiene reasons, Arcana Body Jewellery does not accept change-of-mind returns or exchanges on body jewellery. This includes situations where:
• The incorrect gauge, length or diameter was ordered.
• The jewellery is unsuitable for your piercing.
• An incompatible post, top or threading style was ordered.
• You have changed your mind about the colour, design or finish.
This applies even if the jewellery appears unworn, as we cannot verify whether it has been inserted, handled or otherwise contaminated after leaving our control.
If you are unsure which size or style you require, please consult a qualified piercer before ordering.
MADE-TO-ORDER APPAREL
Our apparel is printed especially for you after your order is placed. We do not accept change-of-mind returns or exchanges on made-to-order apparel, including where the incorrect size, colour or design was selected.
Please check the relevant size guide carefully before ordering.
NON-JEWELLERY PRODUCTS
Eligible unused non-jewellery products may be returned for change of mind if you contact us within 14 days of receiving your order.
To qualify, the product must be unused, unopened where applicable, and returned in its original condition and packaging. Please contact us before sending an item back. Returns sent without prior approval may not be accepted.
Customers are responsible for change-of-mind return postage. Original shipping charges are not refundable, and we recommend using tracked return postage. Arcana Body Jewellery is not responsible for returns lost or damaged in transit.
FAULTY, DAMAGED OR INCORRECT ITEMS
Please inspect your order when it arrives. If an item is faulty, damaged in transit, significantly different from its description, or you have received the wrong item, please contact us as soon as reasonably possible through our Contact page.
Please provide:
• Your order number.
• A description of the issue.
• Clear photographs or video showing the item and issue, where possible.
We may need to inspect the item before providing a remedy. Depending on the circumstances and your rights under Australian Consumer Law, the appropriate remedy may be a repair, replacement or refund.
Damage caused by misuse, incorrect installation, forced or incompatible threading, accidental damage, loss, improper care, ordinary wear and tear, or alterations to the product is not considered a manufacturing fault.
30-day manufacturing-fault guarantee
All jewellery comes with a 30-day guarantee against manufacturing faults from the date of delivery. To report a fault, please contact us through our Contact page with your order number, a description of the issue, and clear photographs where possible. We may require the item to be inspected before arranging an appropriate repair, replacement or refund.
This guarantee does not cover ordinary wear and tear, accidental damage, misuse, incorrect installation, forced or incompatible threading, improper care, or alterations.
After the 30-day guarantee period, claims will be assessed under Australian Consumer Law. Ordinary wear and tear is not covered. This guarantee does not exclude or limit your rights under Australian Consumer Law.
SALE & DISCONTINUED ITEMS
Sale and discontinued items are not eligible for change-of-mind returns or exchanges.
However, your rights under Australian Consumer Law still apply if an item is faulty or otherwise fails to meet a consumer guarantee, unless the specific fault was clearly disclosed before purchase.
ORDER CANCELLATIONS
If you need to cancel or amend an order, please contact us as soon as possible. We cannot guarantee that changes or cancellations will be possible once an order has entered processing, production or fulfilment.
Made-to-order, personalised and specially ordered products cannot be cancelled for change of mind once production or ordering has commenced.
STERILISATION
Unless expressly stated otherwise, Arcana body jewellery is supplied factory-new and unworn but is not sterile.
Jewellery intended for a fresh or healing piercing must be professionally sterilised in accordance with applicable infection-control requirements before insertion. We recommend having jewellery fitted by a qualified piercer.
AUSTRALIAN CONSUMER LAW
Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law that cannot lawfully be excluded.