Madelia Designs Website: www.madeliadesigns.com

Last updated: 24 May 2026

1. Overview

At Madelia Designs, every piece of jewellery is carefully selected, inspected, and packed before it leaves us. Because our products are artificial (costume) jewellery — and for hygiene and quality reasons, particularly with earrings and items worn close to the skin — we do not accept returns or exchanges for change of mind.

Please choose carefully before completing your order. We provide detailed product descriptions, images, and measurements on each product page so you can make an informed decision. If anything is unclear, please contact us before placing your order and we will be happy to help.

This Return Policy forms part of our Terms and Conditions.

Key points at a glance

• No change-of-mind returns — please order carefully.

• Unboxing video is mandatory for any claim of transit damage, missing items, or wrong items received. The video must be a single, continuous, unedited recording from the moment you receive the sealed parcel through to the full unboxing.

• No cash refunds. Our standard remedy is product exchange (subject to stock) or a Madelia Designs store credit voucher. Cash refunds are issued only where required by the Australian Consumer Law (see Section 4).

• Claims must be raised within 48 hours of delivery for damage / wrong / missing items, with photos and the unboxing video.

• Your rights under the Australian Consumer Law are not affected by this policy.

2. No change-of-mind returns

We do not offer refunds, exchanges, or store credit if you:

• Change your mind

• Decide you no longer want the item

• Find the item cheaper elsewhere

• Are unhappy with a colour or style that matches the description and images on our website

• Have ordered the wrong item, size, or style

• Provided an incorrect shipping address

Please order carefully.

3. Your rights under Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights or guarantees you may have under the Australian Consumer Law (ACL) that cannot lawfully be excluded.

Under the ACL, our products come with guarantees that cannot be excluded. You are entitled to a remedy if a product:

• Has a major fault (for example, it is unsafe, significantly different from its description, or doesn’t do what it is meant to do)

• Is not of acceptable quality (for example, it arrives broken or has a manufacturing defect)

• Does not match the description, sample, or demonstration model

• Is not fit for a particular purpose that you made known to us before purchase

For a major failure, you can choose between a refund, a replacement, or to keep the product and seek compensation for the drop in value. For a minor failure, we may choose to repair, replace, or refund the item.

4. What is not considered a fault

The following are not considered defects and are not covered:

• Tarnishing, discolouration, or fading caused by exposure to water, perfume, sweat, lotions, chemicals, or other substances

• Damage caused by improper use, accidental damage, or normal wear and tear

• Minor variations in colour, finish, stone placement, or weight (these are normal for handcrafted and small-batch artificial jewellery)

• Differences in how a colour appears between your screen and the actual product

• Damage that occurs after delivery due to mishandling, dropping, or improper storage

Please refer to any care instructions provided with your order to help your jewellery last longer.

5. Mandatory Unboxing Video

To protect both you and us, we require an unedited unboxing video as evidence for any claim involving:

• Transit damage (parcel or item arriving damaged)

• Missing items from your order

• Wrong items received

Requirements for the video:

• The recording must begin before the sealed parcel is opened — while the unopened package is in your hands.

• The video must be a single, continuous, unedited recording from start to finish. Cuts, edits, pauses, or multiple clips will not be accepted.

• The recording must clearly show:

• The sealed, untampered parcel and the shipping label

• All sides of the parcel

• The full unboxing, including the removal of every item and all packaging materials

• Good lighting and steady recording are essential. The item, packaging, and any damage must be clearly visible.

Claims for transit damage, missing items, or wrong items received cannot be processed without this video. Please make this part of your routine when receiving any Madelia Designs parcel.

This requirement does not apply to manufacturing faults that become apparent only after normal use — those claims are handled under your rights set out in Section 3.

6.  How to make a claim

If your item is damaged in transit, missing, or wrong, please contact us within 48 hours of delivery with the following:

1. Your order number

2. A description of the issue

3. Clear photos of the item, the damage (if any), and the packaging

4. Your full unedited unboxing video (see Section 5)

For manufacturing faults that become apparent later, please contact us within 7 days of discovering the fault, with your order number, a description, and clear photos.

Email your claim to: [insert contact email, e.g. [email protected]]

We will review your claim and respond within 5 business days. If your claim is accepted, we will provide instructions on how to return the item (where required). We may ask you to ship the item back to us so we can inspect it.

Where required by the Australian Consumer Law, we will cover reasonable return shipping costs for items confirmed to be faulty or not as described.

7.  Remedies — exchange, voucher, and refunds

Our standard remedy is product exchange or a Madelia Designs store credit voucher. We do not issue cash refunds as a matter of course.

• Product exchange: Where the same item or a comparable item is in stock, we will arrange an exchange.

• Madelia Designs voucher: Where an exchange is not possible (or you prefer it), we will issue a store credit voucher equal to the value of the affected item. The voucher is valid for 12 months from issue and can be used on any product on our website.

• Cash refunds: Issued only where required by the Australian Consumer Law. Under the ACL, if a product has a major failure (for example, it is unsafe, is significantly different from its description, or has a serious defect), you have the right to choose a refund instead of an exchange or voucher. We will honour that right.

Where a cash refund is issued:

• Refunds are paid to your original payment method.

• Please allow 5–10 business days for the refund to appear, depending on your bank.

• Original shipping costs are refunded only where the entire order is faulty or the refund is required by the ACL.

8. Sale and promotional items

Items purchased on sale or with a promotional discount are covered by the same Australian Consumer Law rights as full-priced items. Change-of-mind returns are not accepted on sale items.

9. Items not eligible for return

For hygiene and safety reasons, the following items cannot be returned or exchanged unless they are faulty or do not match the description:

• Earrings (pierced styles)

• Items that have been worn, used, or altered

• Items returned without their original packaging or tags

10. Contact us

For all return-related enquiries:

Madelia Designs Email:  [email protected]

We aim to respond to all enquiries within 2 business days.