Refund and Returns Policy

1. Introduction

This Return and Exchange Policy is formulated by HR GLOBAL GROUP PTY LTD (registered address: 30 ROSEBUDS CIRCUIT, LEPPINGTON NSW 2179, Australia) (“we”, “our” or “the Company”) and applies to all returns and exchanges of products from the Earrings Collection purchased through Jehroea.com (“the Website”). This Policy complies with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010, ensuring your statutory rights as a consumer are protected.

2. Eligibility for Returns and Exchanges

To qualify for a return or exchange, the following conditions must be met:

(a) Return Period

Domestic Orders: Requests must be submitted within 30 days of the delivery date.

International Orders: Requests must be submitted within 45 days of the delivery date.

(b) Product Condition

Earrings must be unused, unaltered, and in their original condition, including:

Original packaging (boxes, tags, hygiene seals intact);

No signs of wear, damage, or tampering (e.g., scratches, bent posts, missing stones);

All accessories (e.g., cleaning cloths, certificates of authenticity) included.

Hygiene Note: For health and safety reasons, earrings with broken hygiene seals or visible signs of wear (e.g., earwax residue, tarnishing from use) will not be accepted unless the product is defective.

The product is defective (e.g., broken clasps, missing stones, manufacturing flaws) upon receipt;

The wrong item or size was shipped (verified with order details);

The product differs significantly from its description on the Website (e.g., material, color, design);

Change of mind (subject to additional terms in Clause 3).

3. Change of Mind Returns

For returns due to change of mind (not covered by statutory guarantees under the ACL):

We reserve the right to accept or decline such requests at our discretion.

A restocking fee of 15% of the product price will apply (minimum A$5).

Return shipping costs must be borne by the customer (unless the product is faulty).

Custom-made or personalized earrings (e.g., engraved designs) are not eligible for change of mind returns.

4. Return and Exchange Process

(a) Submit a Request

Contact our customer service team within the eligible period via:

Email: support@Jehroea.com (include your order number, photos of the product, and reason for return/exchange);

Phone: 0406-131-589 (Monday-Friday, 9:00 AM-5:00 PM AEST).

We will respond within 2 business days with a Return Authorization (RA) number and instructions for shipping.

(b) Ship the Product

Clearly mark the RA number on the outer packaging.

Package the product securely to prevent damage during transit.

For Australian returns: Use a trackable shipping method and send to:

30 ROSEBUDS CIRCUIT, LEPPINGTON NSW 2179, Australia (Attn: Returns Department)

For international returns: Shipping address will be provided in the RA email. Customers are responsible for customs declarations and ensuring compliance with import/export regulations.

Upon receipt, our team will inspect the product within 3-5 business days to verify eligibility.

If approved:

Exchange: We will ship the replacement item within 1-2 business days (free of charge for defective/wrong items; standard shipping fees apply for change of mind exchanges).

Return: Proceed to refund as per Clause 5.

If declined: We will notify you in writing, and the product will be returned to you at your expense.

5. Refund Policy

Refunds will be issued using the original payment method (e.g., credit card, PayPal) unless otherwise requested (e.g., store credit for an additional 10% value).

Timelines for refund processing:

Credit card/bank transfers: 5-7 business days (depending on your financial institution).

PayPal: 1-3 business days.

Refund amounts include:

Full product price for defective/wrong items (including original shipping costs, if applicable).

Product price minus restocking fee and original shipping costs for change of mind returns.

6. Defective Products and Statutory Guarantees

Under the ACL, products must be of acceptable quality, fit for purpose, and match their description. For defective earrings beyond the return period:

We may offer a repair, replacement, or refund at our discretion, depending on the nature of the defect.

Proof of purchase (order confirmation or receipt) is required.

For defects arising from normal wear and tear (e.g., tarnishing due to prolonged use) or improper care (e.g., exposure to chemicals), repairs may be available for a fee.

7. International Returns

Customers are responsible for all international return shipping costs, customs duties, and taxes.

We are not liable for packages lost or delayed in transit. We recommend using insured shipping.

Refunds for international orders will exclude original shipping costs unless the return is due to our error.

8. Non-Returnable Items

The following are not eligible for return or exchange:

Earrings without original packaging or hygiene seals (unless defective);

Customized or personalized products (unless faulty);

Products damaged due to misuse, accidents, or improper care;

Items marked as “final sale” or “clearance” (unless defective).

9. Modifications to Policy

We may update this Return and Exchange Policy to reflect changes in consumer laws, operational needs, or product ranges. Updates will be posted on Jehroea.com with a revised effective date. Your continued use of the Website constitutes acceptance of the updated terms.

10. Contact Us

For questions about returns or exchanges, contact: