Returns & Refund Policy.

We take pride in the uniqueness and quality of our handmade Japanese jewelry. Please read the following policy carefully as it will help you understand what to expect regarding returns and refunds.

Custom-Made Jewelry

All custom-made jewelry pieces are created with your personal preferences in mind and are therefore final sale. These items cannot be returned or refunded. We appreciate your understanding in recognizing the effort and resources that go into each custom-made piece.

Warranty Period

Our products come with a 14-day warranty, effective from the date of purchase. This warranty covers faults in materials and workmanship. It does not cover issues caused by misuse, such as breakage or alterations made by the customer.

If your order arrives damaged or faulty within this period, please contact us immediately to resolve the issue and we will make any necessary repairs or replacements.

If you wish to return an item that is eligible under our warranty, please follow these steps:

  1. Contact Us: Reach out via our customer service email hello@natusojewelry.com.au within 14 days of purchase to initiate the return process.

  2. Approval: Wait for our team to assess the issue and approve the return based on the warranty conditions.

  3. Shipping: Once approved, return the item to us in its original condition and packaging. Please note customers are responsible for the return shipping costs, which are non-refundable.

Please note due to hygiene reasons, all earrings are non-returnable and are excluded from our warranty policy. We appreciate your understanding.

Refunds

Upon receipt of the returned item and confirmation that it meets our returns criteria, the purchase price (excluding the restocking fee and any shipping costs) will be refunded to your original method of payment within a certain number of days.

Feedback

We value your satisfaction and are here to help with any questions you have about our return and refund process. Please do not hesitate to contact us at hello@natusojewelry.com.au

Last updated: 1 May 2024