Returns & Exchanges
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major failure, you can choose a refund or a replacement. If the problem is not a major failure, we'll repair or replace it, or refund you if we can't fix it within a reasonable time. These rights apply to all items, including sale items, and are not limited to the change-of-mind period below. To make a claim, email hello@hiatuscollection.com.au with your order number, a short description and photos. For valid claims, we'll cover reasonable postage costs.
Faulty or not as described: your rights under Australian law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major failure, you can choose a refund or a replacement. If the problem is not a major failure, we'll repair or replace it, or refund you if we can't fix it within a reasonable time. These rights apply to all items, including sale items, and are not limited to the change-of-mind period below. To make a claim, email hello@hiatuscollection.com.au with your order number, a short description and photos. For valid claims, we'll cover reasonable postage costs.
Change of mind: store credit
We don't offer refunds for change of mind, but we're happy to give store credit. Within 30 days of delivery, you can return a full-priced item for store credit if it is:
- unworn and in the condition you received it, free of damage (including scratches, marks, dents or wear from use); and
- returned with its original packaging and inclusions.
Please note:
- Return postage is paid by you, and original shipping costs are not refunded.
- Store credit equals the price you paid for the item (excluding shipping) and is issued as a digital gift card, valid for 3 years from the date it's issued.
- Sale items, gift cards and the Free Ring Sizer are not eligible for change-of-mind returns. This doesn't affect your rights if an item is faulty.
- If a returned item isn't eligible (for example, it's been worn or damaged after delivery), we'll let you know and send it back to you. Return postage for that is payable by you.
Wrong ring size
See our Ring Size Guarantee (/pages/ring-size-guarantee): one size exchange within 14 days of delivery, and we cover postage on the new ring within Australia. One exchange per piece, for correct sizing.
Cancelling an order
If you change your mind before your order is dispatched, email hello@hiatuscollection.com.au as soon as possible and we'll cancel it and issue store credit. If we can't dispatch your order (including a pre-order) within the time we told you, you can cancel for a full refund to your original payment method.
How to return or exchange
- Fill in the return form on this page (or email hello@hiatuscollection.com.au) within 30 days of delivery, with your order number.
- We'll reply within 2 business days with the return address and instructions. Please don't send items back until we've confirmed your return.
- Post the item with a tracked service. We recommend insured postage, as we can't credit parcels that don't reach us.
- Once we've received and checked it, we'll issue your store credit or send your exchange within 5 business days.
Etsy orders
Orders placed on our Etsy shop follow the returns settings shown on Etsy. Your Australian Consumer Law rights apply to every order.
Questions? Email hello@hiatuscollection.com.au.