Returns, Repairs & Aftercare

We want you to feel confident about every JustWowFactory purchase. If your jewellery is not quite right, our team is here to help with a return, replacement or repair, depending on the circumstances.

30-Day Returns

Eligible items may be returned within 30 days of delivery.

To qualify for a return, the jewellery must be:

Unworn and unused, apart from being tried on
Free from scratches, marks, fragrance or other signs of wear
Returned with its original pouch, box, tags and accompanying materials
Sent back as a complete set where the product was purchased as a stack, set or bundle

Please contact our Customer Care team before sending an item back. Once your return is approved, it should be dispatched within 14 days using a tracked shipping service.

Change-of-Mind Returns

For returns made because of a change of mind, incorrect size selection or personal preference:

The customer is responsible for return shipping
Original express shipping charges are not refundable
Customs duties, import taxes and handling charges may not be refundable by JustWowFactory
Any applicable return shipping charge will be communicated before the return is authorised

Where local consumer law requires otherwise, your statutory rights will apply.

Damaged, Incorrect or Faulty Items

Please contact us as soon as possible if your order arrives damaged, contains an incorrect product or shows an apparent manufacturing fault.

To help us resolve the matter quickly, please provide:

Your order number
Clear photographs of the product
Photographs of the outer and inner packaging where transit damage is involved
A brief description of the issue

After reviewing the claim, we may offer a replacement, repair or refund. Where the product is confirmed to be damaged, faulty or incorrectly supplied, JustWowFactory will cover the reasonable return shipping cost.

Reporting an issue promptly helps us investigate it efficiently, but it does not limit any rights available under applicable consumer law.

Six-Month Craftsmanship Warranty

Our jewellery includes a six-month limited craftsmanship warranty from the date of delivery.

The warranty covers manufacturing issues involving:

Clasps and magnetic closures
Product assembly
Stringing or threading faults
Loose components caused by a production defect
Incorrectly fitted hardware

The warranty does not cover:

Normal wear and ageing
Scratches, dents or changes to surface finish
Tarnishing or plating wear caused by use, moisture, chemicals or storage
Broken stones caused by impact or dropping
Damage caused by pulling, stretching, twisting or crushing
Exposure to water, perfume, sanitiser, cosmetics or cleaning chemicals
Damage caused by repairs or alterations performed by another party
Natural differences in gemstone colour, pattern, texture or inclusions

Natural stones are individually formed and may differ slightly from product photographs. These variations are part of their natural character and are not considered defects.

This commercial warranty is provided in addition to, and does not replace, any rights available under applicable consumer law.

Personalised and Custom Products

Engraved, personalised, made-to-order or specially resized products cannot be returned because of a change of mind.

However, please contact us if a personalised product arrives damaged, faulty or different from the confirmed order details.

Exchanges

Because international inventory and shipping times vary, we do not currently process direct online exchanges.

For a different size or design, please return the eligible item for a refund and place a new order. Our Customer Care team can assist with sizing before you reorder.

Repair, Refresh & Re-energising Service

Jewellery can occasionally require attention after extended use or accidental damage. We offer repair and refresh support for eligible JustWowFactory pieces, subject to product condition, component availability and service feasibility.

Depending on the product, the service may include:

Restringing or rethreading
Closure or clasp replacement
Reassembly of loose components
Cleaning and general product refresh
Optional stone cleansing and re-energising

Service charges and shipping costs will be shared after the product has been assessed. Some older, extensively damaged or discontinued designs may not be repairable.

Please contact Customer Care with your order details and photographs before sending the product.

Refunds

Approved refunds will be issued to the original payment method after the returned product has been received and inspected.

We aim to process eligible refunds within seven business days. Your bank or payment provider may require additional time for the amount to appear in your account.

If a promotion, complimentary gift or bundle offer was applied to the order, all qualifying items or gifts may need to be returned. If they are not returned, their applicable value may be deducted from the refund.

Final Sale Items

Products clearly marked Final Sale cannot be returned because of a change of mind, except where a return is required under applicable consumer law.