Refund policy

At Pure & Co., we want every customer to shop with confidence. This Refund Policy explains how you can return an item, request a refund, or request an exchange in accordance with the Australian Consumer Law (ACL) and our store policies. Nothing in this Policy limits your rights under the ACL.

1. 30-Day Change-of-Mind Return Window

In addition to your rights under the ACL, we offer a 30-day change-of-mind return period from the date of delivery on non-personalised jewellery.

To be eligible for a change-of-mind return:

• The item must be unworn and in original condition
• All original packaging (gift box, pouch, dust bag) and any tags or accessories must be included
• Proof of purchase (order ID or receipt) must be provided

Items that show signs of wear, damage, scratches, tarnishing from use, misuse, resizing, or modification after delivery may not qualify for a refund unless the item is faulty under the ACL. For hygiene reasons, earrings can only be returned if the seal on the packaging is unbroken.

1. Personalised & Customised Items – No Change-of-Mind Returns

Personalised and customised items cannot be returned, exchanged, or refunded for change of mind. This includes, but is not limited to:

• Jewellery engraved with names, dates, initials, or messages
• Photo lockets and photo bracelets with a customer-supplied image
• Custom birthstone or charm combinations
• Rings resized or made to a customer-specified size

These items are made to order specifically for you and cannot be resold. Please check all spelling, names, sizes, and photos carefully before placing your order. We are not able to offer a refund or remake for errors in information supplied by the customer (for example a misspelled name or a low-resolution photo).

This exclusion does not affect your rights under the ACL. If a personalised item arrives faulty, damaged, or not as ordered (for example, an engraving that does not match what you entered), you are entitled to a remedy as described in section 6.

1. How to Start a Return

To initiate a return, please contact us at info@pureandco.com. Include your order number and the reason for your return. We will provide return instructions, the correct return address, and a prepaid return label (if applicable). Please do not send items back without contacting us first – this ensures your return is processed correctly.

1. Return Shipping Costs

Faulty, Damaged, or Incorrect Items (ACL Guarantee): If your item is faulty, damaged, or not as described, return shipping is free. Under the Australian Consumer Law, you may be entitled to a replacement, a repair, or a full refund, depending on the nature of the failure.

Change of Mind (Store Policy): The customer is responsible for return shipping costs. We recommend using a tracked service, as we cannot be responsible for returns lost in transit. We do not charge restocking fees.

1. Refunds

Once your return arrives at our returns centre and is inspected:

• We will email you to confirm approval or rejection
• Approved refunds are processed within 5–10 business days to your original payment method
• Depending on your bank, it may take up to 14 business days for the refund to appear

If your return does not meet the eligibility criteria, we will contact you to discuss the available options. Returned items are typically inspected within 1–3 business days after arrival.

1. Exchanges

If you wish to exchange an item (for example a different ring size or chain length):

1. Contact our support team first
2. We will check stock availability
3. We may advise returning the item for a refund and placing a new order

Exchanges are not available for personalised items unless the item is faulty.

1. Faulty, Damaged, or Incorrect Items (Australian Consumer Law)

If an item arrives damaged, faulty, or incorrect, contact us as soon as reasonably possible and provide photos, your order number, and a brief description. Under the ACL, you are entitled to a remedy if a product has a major or minor failure. We will offer a replacement, a repair, or a full refund, depending on the circumstances and your rights under the ACL. This applies equally to personalised items. This does not affect your 30-day store return window for non-personalised items.

1. Contact Information

Customer Service Hours: Monday–Friday: 9:00–17:00 (AEST/AEDT)
Email: info@pureandco.com
Support is operated from the Netherlands, with dedicated English-language assistance for Australian customers. We typically respond within 24 hours on business days.

1. Company Information

This online store is operated by:
ELK Product, Sole Proprietorship, trading as Pure & Co.
Registration Number: 86627902
Business Address: Hurksestraat 19, 5652AH Eindhoven, Netherlands

For shipping timeframes and delivery information, please see our Shipping Policy.