Refund policy

Refund & Returns Policy

At KinJewel, we want your order to arrive exactly as expected. Because many of our products are made or fulfilled to order, we do not offer returns or refunds for change of mind, ordering the wrong item or variant, or other circumstances where the product has been supplied correctly.

This policy does not exclude or limit any rights you may have under applicable consumer law.

Damaged, defective or incorrect orders

If your order arrives damaged, defective, or you receive an incorrect item, please contact us as soon as possible at support@kinjewel.com.

Please include your order number, a description of the issue, and clear photos of the product and packaging where applicable. We will assess the issue and work with our fulfillment partner to provide an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances, this may include a replacement, remake or refund.

Please do not send an item back unless we provide return instructions.

Lost orders

If your order appears to be lost in transit, please contact us at support@kinjewel.com with your order number. We will review the tracking information and work with our fulfillment partner and shipping carrier to investigate the issue and determine an appropriate resolution.

Change of mind

We do not accept returns or provide refunds simply because you have changed your mind after an order has been correctly produced and supplied.

Personalised and made-to-order products

Many KinJewel products are produced or prepared specifically for each order. These products generally cannot be returned or exchanged for change of mind.

If a personalised or made-to-order product is damaged, defective, incorrect, or otherwise covered by applicable consumer guarantees, please contact us and we will assess the issue.

Cancellations and order changes

Orders may enter production shortly after they are placed. If you need to request a cancellation or change, contact support@kinjewel.com as soon as possible. We cannot guarantee that an order can be changed or cancelled once production has begun.

Refunds

Where a refund is approved or required under applicable consumer law, it will be issued to the original payment method. Processing times after a refund is issued may vary depending on your bank or payment provider.

Consumer rights

Nothing in this policy excludes, restricts or modifies any consumer rights or remedies that cannot lawfully be excluded, including rights that may apply under the Australian Consumer Law or consumer protection laws in the country where you purchase our products.

Customers in the European Economic Area may also have statutory withdrawal and conformity rights under applicable law. Certain goods made to the consumer's specifications or clearly personalised may be exempt from statutory withdrawal rights.