Returns, Exchange and Refund policy
We take pride in our quality products and exceptional customer service.
Please choose your items carefully. Due to the nature of our product and the value of their materials, we do not offer refunds for change of mind. We also understand that sometimes an item may not meet your expectations. To address this, we have established this flexible 14-day return/exchange policy.
Refunds are only valid for items that are found to be faulty and cannot be replaced by b.FOUND.
Items not valid for Return and/or Refund
- Earrings - Please note, due to Hygiene reasons, b.FOUND does not accept returns for earrings under any circumstances.
- Items sold during a sale, final clearance, under a special promotion (such as bundle offers or purchased with a promotional code) – unless faulty.
- Gift Cards
- Items worn or altered
- After 14 days from date of delivery.
We are not able to accept returns / exchanges / refunds for any items due to your skin. body reacting to the jewellery. While stainless steel and gold are known to be hypoallergenic, we cannot guarantee a 100% non-allergy rate. If you have a tendency to be sensitive to metals, please check with a dermatologist or doctor before making a purchase.
14 Days to Return
You have 14 calendar days to return an item from the date you received it.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need to provide receipt or proof of purchase.
Packaging (boxes, pouches and jewellery cards) must be returned in their original condition. Damaged or missing packaging will result in a repackaging fee being charged.
We may decline your refund / exchange if the goods are returned to us and appear to be worn, marked or damaged, is not in a condition fit for resale products or that you or any other person has altered, repaired, incorporated or added to where such alteration, repair, incorporation or addition has not been authorised by b.FOUND.
The Return Process
To start a return, email hello@bfound.com.au with your order number and the name of the item/s you wish to return.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
The cost of the return shipping is at the client's own expense.
PLEASE NOTE - Items sent back to us without first requesting a return will not be accepted.
Exchanges and Credit Notes
Once the returned item has been returned to our warehouse it will be inspected. Once approved for return/exchange the client has the following two choices
- Exchange
An exchange order will be created and the value of the returned item will be deduced from the order total
The cost of the retune shipping as well as the cost of the shipping for the exchange item will be added to the order total.
- Credit Note
A credit note/voucher to the value of the returned item, less the cost of the return shipping, will be issues to you for use on your next purchase with us.
This credit note/voucher will be in the form of an online code which can be used online
Please note that the cost of the original courier to you is not valid for credit upon return. Only the price of the product returned will be credited, less the cost of the return courier.
Jewellery Care & Plating
All our jewellery is made from the highest quality stainless steel and gold and should be treated as such. It cannot be resized nor should it be subject to harsh chemicals, perfumes or continuous exposure to water of high chlorine, salt or mineral content. Please review our Jewellery care guide to ensure the proper care of your b.FOUND items.
Any and all issues relating to the fading plating after wearing will not be considered faulty unless we have identified a batch problem. In such circumstances, we will notify all clients of such problems and issue an option to recall the product.
Items may differ slightly from the images as on the online store. Every effort has been made to accurately show the size and colour of the items but colours may vary from the pictures. This may be due to shade differences between plating batches or as a result of your computer screen display setting. B.FOUND may not be held liable for product variations.
Damaged or Faulty Items
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Return of defective goods will be at no charge to the client.
All products have a standard 6-month manufacturing warranty. Defective items may be returned to b.FOUND within this period for either repair, replacement or refund.
If the product is found NOT to be defective and is commercially acceptable, you will NOT be entitled to any repair, replacement or refund but will instead be liable for the costs incurred in having had such product returned to b.FOUND and well as the costs of redelivering the product back to you.
A product is NOT defective and you will NOT be entitled to any, replacement or refund under the general warranty above if:
(a) The faults/damage are a result of normal wear and tear, including but not limited to broken chains, chipped, cracked, broken or missing pearls or stones;
(b) damage arising from incorrect usage of the product, including but not limited to bent out of shape, twisted, snapped, oxidised or on which plating is faded;
(c) the item has a reasonable amount of manufacturing or production imperfections but is acceptable in accordance with the generally accepted commercial practices, including but not limited to slight colour variations due to plating batches.
The decision to repair, replace or refund the client remains at the discretion of b.FOUND and their respective suppliers.
Once we have received the returned product, we will either repair or replace the product within 14 days or refund you in full for the item within 5 days.
All refunds or exchanges will be granted at b.FOUND’s discretion.
b.FOUND’s liability is limited to the replacement of defective products. Products damaged due to normal wear and tear or due to negligence will not be refunded or replaced.
Please review our Jewellery Care Instructions