Refund policy

Last updated: 15 September 2026

Do I still have my legal rights? Yes. Nothing here excludes, restricts or modifies your rights under the Australian Consumer Law (ACL), including the consumer guarantees. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law: you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage, and to have goods repaired or replaced if they fail to be of acceptable quality and the failure is not a major failure. Where this policy and the ACL differ, the ACL applies.

It arrived faulty, damaged or wrong — what happens?

  • Contact Ava.Qin.Ava@outlook.com. We handle it — you never need to contact the manufacturer.
  • Major failure: you choose — full refund or replacement of the same type.
  • Minor failure: we may repair within a reasonable time first; if we can't or won't, or it takes too long, you choose a refund or replacement.
  • Photos help us assess the issue — they are a request, not a condition. We will ask you to send us a few photos so we can assess the problem quickly. If you are unable to provide photos, this does not cancel, reduce or delay any of your rights under this policy — we will simply confirm the issue with you in another way.
  • We pay your reasonable return postage (keep the receipt) — the item does not need its original packaging.
  • Full refund, original payment method, with no deduction for use and no forced store credit.

Changed your mind?

  • 14 days from receiving your order — this is an additional voluntary promise we make, on top of your ACL rights (it is not a legal time limit on your rights).
  • Unworn, unused, undamaged, with original packaging and tags where supplied.
  • You pay return postage (use a trackable service).
  • You get a refund of the item price (original shipping not refunded), or an exchange where stock allows.
  • Not covered under change of mind: earrings/ear cuffs/pierced jewellery (hygiene), personalised, engraved, made-to-order or gift-card items, and final-sale items marked on the product page. These limits never apply to faulty, damaged or misdescribed items.
  • This voluntary policy doesn't limit your ACL rights, and we follow it exactly as published.

Can I get a refund without sending it back? Sometimes. For some faulty items — especially low-value pieces or where return postage from Australia would be disproportionate — we may refund in full without a return, decided case by case. It never limits or replaces your ACL rights.

How do I start? Email Ava.Qin.Ava@outlook.com with your order number (and a photo if useful — see above; photos are requested, not required) → we reply with instructions → email us and we’ll send you return instructions → refund processed within 5 business days of approval/inspection (your bank may take longer).

What about sale items? Same guarantees as full-priced items.

Contact: Ava.Qin.Ava@outlook.com · AVAQIN · Zhejiang Province, Hangzhou, Xiaoshan District, Suoqian Town, No. 62 Dongfan Road, Benniaobang Technology Entrepreneurship Park, Zone C, Room 838, China