Returns Policy

WHAT can be returned?

If your product is not of acceptable quality, is not fit for its purpose or is different from its description or sample, then you may be eligible for a refund, exchange or any drop in value of the product (if you choose to keep it).

If you have purchased a product with a major fault, you have the right to ask for your choice of a replacement or refund. If you purchased a product with a minor fault, we can choose to give you a free repair instead of a replacement or refund.

Merchandise returned under consumer guarantees can be returned within a reasonable timeframe subject to proof of purchase.

Merchandise marked as seconds or sample product must be chosen carefully as these items cannot be returned due to the fault that was identified at the time of purchase. If the seconds or sample product exhibits a fault (not related to the fault identified at the time of purchase), is not fit for purpose or is incorrectly described, it may be returned in accordance with the above consumer guarantees.

Further information is available at https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund

 

Change of mind policy

At Solder, we are happy to offer you a refund or exchange for change of mind on most full price and reduced merchandise. Subject to the Consumer Guarantees outlined, merchandise returned for change of mind within the timeframes can be returned for an exchange or full refund subject to the following conditions:

  • Contact must be made with Solder via our online message to discuss the change of mind;
  • Proof of purchase is accompanied with the returned merchandise;
  • The merchandise is unworn, unused and in its original condition.

If items are returned to solder without email contact being made only a store credit is available.

Our change of mind policy does not apply to the following merchandise:

  • Earrings; due to hygiene reasons, earrings, are unable to be returned for change of mind. 
  • Bespoke (personalised/commissions); items cannot be returned.

 

WHEN do items need to be returned by?

In-store: 14 days from date of purchase.

Online (Australia/New Zealand): 14 days from date of delivery.

Online (International): 30 days from order placement.

 

How do I report a fault with my product?

Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.
In order to do this we ask that you contact us online. Please provide details of the fault and where possible attach pictures to your message.

Manufacturing faults DO NOT include: broken chain; chipped, cracked or broken pearl or gemstones; general wear and tear including items that have been bent out of shape, twisted and snapped, oxidised or on which the plating is fading.

 

What should I do if my item is damaged?

Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.

We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.

You can contact us online. Please attach any pictures you have of the damage to the message. We will review the details and offer the best resolution to resolve your query.


WHERE do items need to be returned to?

You can contact us through our online message and we will discuss return shipping.

 

HOW do customers return items?

We are not responsible for any items that are returned to us by mistake or without email contact.
Solder is not liable for the loss of an item which is being returned, so please securely package and return the order using registered mail.

If you are returning a faulty, damaged or incorrect item, we will reimburse any reasonable postage or shipping costs where you can provide us with proof of those costs. We are unable to offer free delivery for returns or exchanges.


SHIPPING for returns?

We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.


CREDIT for returns?

We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:

  • If we sent you the wrong item
  • If the item is damaged or faulty


Instore return option?

We are located in Aldgate, South Australia, 5154, Australia.

You can contact us solderstudio@icloud.com or call us on 0405141374 and we will discuss instore return.


Packing materials?

Items are shipped to you fully protected, please return items in original packaging for returns.

Solder is not liable for the loss of an item which is being returned, so please securely package and return the order using registered mail.