Refund policy

RETURNS POLICY

Returns will be accepted on any faulty merchandise returned to our store or online within 14 days.

You can also return or exchange any non-faulty full price item that is unworn, in original condition and packaging to our store within 14 days of delivery. However due to heath regulations, earrings are not able to be returned unless faulty.

We are unable to offer returns on sale items unless faulty.

Freight costs are unrefundable.

Products returned for repair , replacement or refund due to customers changing their mind, is not a valid claim under the Consumer Guarantees Act, and therefore a repair, replacement or refund it is at the discretion of the store.

HOW TO RETURN OR EXCHANGE AN ITEM INSTORE

Simply show your online receipt (this was emailed to you when you placed your order online) and the credit card used for your purchase at our store within 14 days of delivery, where our store staff will be happy to assist you.

If you would like to exchange your item, please call ahead to confirm that the item is available.

Orders are refunded to the original credit card used. Please note that the cardholder name must be identical to the name on the order confirmation and a form of photo ID must be presented.

BY POST

Simply complete the returns form enclosed with your order and send it back to us with the item(s) you wish to return within 14 days of delivery.

If you would like to exchange an item, please inform us of the style, size and colour that you would prefer. The item from the original order will first be returned and a new order containing the exchanged item will be processed. We will notify you of your new order number via email once your exchange has been processed.

If you are returning or exchanging a faulty, damaged or incorrect item we will pay for the packaging and postage costs. However we are unable to offer free delivery for ‘change of mind’ returns or exchanges.

FAULTY PRODUCTS

If you decide that your product has a manufacturing fault, you must contact us and return the item for inspection.

All products must be returned in their original packaging, with original tags wherever possible including proof of purchase.

After evaluation, we will contact you with the reason for the fault and advise of the remedy under guarantee.

Remedy can include, repair, replacement or refund at our discretion.

However if the we determine that the circumstances for fault were related to misuse, general wear and tear, and or environmental factors, the store will advise that there are no grounds to claim under guarantee, and will offer a quote to have the goods repaired, or replaced.

Irrespective of what the type or severity of the product fault/ defect is, or what remedy is chosen, we have an obligation to comply with the Consumer Guarantees Act.

RETURNS / EXCHANGES ADDRESS:
Mackays Family Jewellers
41 Firebrace Street
Horsham VIC 3400 
Australia
Ph: 03 5381 1333

Please ensure your return parcel is securely packaged and both sender’s address and online return address are clearly displayed on the outside of the parcel. To avoid delivery problems, we encourage sending your return back by registered post.