Refund policy

Last updated: 15th October 2026

This policy explains how returns, replacements and refunds work for orders placed on vinela.com.au with Vinela, ABN 96 568 178 298) ("we", "us", "our"). It forms part of our Terms of Service. Our Shipping Policy covers delivery, delays and lost parcels.

Nothing in this policy limits your rights under the Australian Consumer Law, including your rights to a repair, replacement or refund for faulty goods.

1. Change of mind

We do not offer refunds, exchanges or store credit if you change your mind or order the wrong item, so please check sizes, materials and product descriptions carefully before you buy.

This does not affect your rights if an item is faulty, damaged, not as described, or otherwise fails the consumer guarantees (see section 2). That includes earrings and sale items.

2. Your consumer guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This means that if your jewellery is faulty, does not match its description or photos, or you received the wrong item, you can ask for a repair, replacement or refund, whether or not it is on sale. Contact us as soon as you notice the problem.

3. How to make a claim

1. Email info@vinela.com.au as soon as you notice the problem, with your order number, photos of the item and a short description of the fault or error.
2. We will reply within 2 business days to confirm whether the claim is approved and, where the item needs to come back to us, send return instructions.
3. Pack the item securely and send it to [return address]. We will cover the reasonable cost of returning faulty or incorrect items [by providing a prepaid label or reimbursing your postage].
4. We inspect the item when it arrives and email you to confirm the outcome.

Please do not send items back without contacting us first, as we may not be able to match them to your order.

4. Replacements and refunds

• Repairs and replacements for faulty or incorrect items are provided at no cost to you.
• Refunds (for faulty goods, goods not as described, or cancelled orders) are paid to your original payment method within 5 business days of approval. Your bank or card provider may take longer to show it.
• Original shipping charges are refunded when the return is for a fault, an incorrect item, or an order we cancelled.
• We do not offer exchanges or store credit for change of mind (see section 1).

5. Damaged in transit

If your order arrives damaged, contact us within 7 days of delivery with your order number and photos of the item and packaging. We will arrange a replacement or refund. You do not need to claim against the carrier yourself.

6. Order changes and cancellations

You can cancel an order for a full refund any time before it is dispatched. Contact us as soon as possible at info@vinela.com.au. Once an order has been dispatched it can no longer be cancelled, but your rights for faulty or incorrect items are not affected.

7. Gifts

If you received an item as a gift and it is faulty or not as described, contact us with the order number or gift receipt and we will help you under section 2, even if you are not the person who bought it.

8. Jewellery care

To keep your jewellery looking its best, remove it before swimming, showering, exercising or applying perfume, lotions or cleaning products, and store it in a dry place. Normal wear, accidental damage and damage caused by misuse are not faults.

9. Contact us

Vinela, ABN 96 568 178 298 Email: info@vinela.com.au

10. Changes to this policy

We may update this policy from time to time. The version in force when you placed your order applies to that order.