Returns & Exchanges Policy – Sacred Kaos
At Sacred Kaos, we are committed to delivering premium, bold jewelry that embodies fearless individuality. While we hope you love your purchase, we understand that sometimes things don’t go as expected. Please read through our policy below to understand how to handle returns or exchanges.
Eligibility for Returns & Exchanges
To qualify for a return or exchange, the following conditions must be met:
• The item must be eligible for return or exchange (see the list below).
• The item must be in its original condition, unused, and undamaged.
• All returned items must be in their original packaging, including any bags, boxes, and pouches.
• Sale items are final and are not eligible for return or exchange.
• Requests for returns or exchanges must be submitted within 14 days from the date you received your order. Requests made after this period cannot be processed.
Return & Exchange Procedure
If your item meets the criteria for a return or exchange, follow these steps:
1. Contact Customer Support:
Reach out to us at [email protected]
within 14 days of receiving your item. Please provide your order number, specify the item, and give us a reason for the return or exchange.
2. Photographic Evidence:
We require photographic evidence to support your return or exchange request. Please include clear photos of the item showing the defect, damage, or issue you’re experiencing. This will help us assess your request more efficiently.
3. Return Instructions:
Upon review of your request and photos, we will send you detailed instructions on how to return the item. The customer is responsible for return shipping costs, and for exchanges, the re-shipping costs will also be covered by the customer.
4. Processing Your Return or Exchange:
After receiving the returned item, we will inspect it to ensure it meets our return criteria.
• For exchanges: Once we receive the original item, we will dispatch the new one to you.
• For refunds: We will process a refund to your original payment method after verifying the item’s condition.
5. Processing Time:
Please allow 30 business days for us to process your return or exchange. Refunds may take additional time to reflect in your account, depending on your payment provider.
Non-Eligible Returns or Exchanges
For hygiene and safety reasons, we cannot accept returns or exchanges on the following items:
• Piercing jewelry, including earrings, clickers, threadless ends, and flatback posts.
• Stretched ear jewelry, such as plugs, tunnels, saddle hangers, hangers, ear weights, ring stacks, and Lobe Cuffs.
• Lip and nose cuffs.
• Gift cards and accessories, including ring sizers and jewelry polishing cloths.
Partial Refunds & Case Approval
All return and refund claims are assessed by our team in compliance with Australian Consumer Law and require valid supporting evidence, including photographic proof. A partial refund may be considered in the following cases:
• Broken fonts or engravings that do not affect the overall structure or functionality of the item.
• Minor scratches that do not impact the wearability or aesthetic of the product.
• Issues with the structural wearability of the item that are not due to misuse or improper care.
We reserve the right to refuse a refund or return if:
• The claim does not comply with our policy.
• There is insufficient evidence to support the claim.
• The issue is caused by misuse, improper care, or external damage beyond our control.
Each case will be reviewed individually, and our decision will be final.
Exceptions & Special Orders
• Custom or personalized items are non-refundable unless defective.
• We reserve the right to deny returns if the item does not meet our return criteria.
Additional Terms & Conditions
• Return Shipping Costs:
The customer is responsible for covering the cost of returning items. For added security, we recommend using a tracked shipping service to ensure safe delivery.
• Non-Refundable Shipping Fees:
The initial shipping fees, including any international shipping charges, are non-refundable, even if the item is returned.
• Damaged or Defective Items:
If you receive a damaged or defective item, please contact us immediately with photographic evidence of the damage. We will offer a full replacement or refund as per our assessment.
Refunds
Once we receive and approve your returned item, we will process the refund within 30 business days. Refunds will be issued to the original payment method. Please note that shipping costs are non-refundable.
Contact Information
If you have any questions about our returns or exchanges policy or need help with your return, don’t hesitate to contact our customer service team:
• Email: [email protected]
• Website: sacredkaos.com
By following these instructions, you can ensure that your Sacred Kaos experience is smooth and hassle-free.
Stay bold. Stay fearless.
— Sacred Kaos