Refunds and Exchanges

jhenlee™ jewellery is sterling silver rhodium plated jewellery. We pride our service on providing jewellery that has been manufactured to the highest quality. To make our customers feel comfortable about purchasing their beautiful pieces of jewellery we have a Returns and Exchange Policy and Manufacture Warranty Policy. Please familiarise yourself with our terms and conditions. Any purchase made through this website is verification that you understand and agree to our policies.

Customers please note that all our jewellery products go through stringent quality checks, right up to the time of packaging the item to be sent. We produce high quality sterling silver and therefore will not send any item that is marked, tarnished, scratched or has defects. When we send the item, we class it in perfect condition and we ship it to you in accordance to our ‘care’ terms outlined below.

Our Return, Refund and Exchange Policy:

Our returns/exchange policy is only valid subject to the following terms and conditions for Australian customers:

Return/refund/exchange:
  1. Your product must be returned to jhenlee™ within 14 days. Email us at info@jhenlee.com within 7 days of receiving your product. Provide your name, order confirmation/proof of purchase details, and whether you would like to return, a refund or to exchange. Your correspondence should include product description/code, and reasons. Instructions for returning your product, including shipping address and registered post details, are detailed below.
  1. Items must be returned with ‘responsible care’. Our responsible care terms are –jewellery must be brand new, unworn, unscratched, not altered and in its original packaging. Your parcel should include proof of purchase and a printed copy of email correspondence from jhenlee to qualify for a full refund/exchange.
  1. Upon email confirmation, your item must be returned in a padded registered post bag. Please ensure your product is packed carefully as jhenlee™ will not be responsible for any items damaged or lost during transit due to not following the steps set out in this policy. Include a copy of the email correspondence. Please note that returning an item to us is your responsibility until it reaches us and we have signed for it.
  1. Your responsibility for returning an item to us includes: registered post, postage cost, insurance and ensuring the product is returned as outlined in our responsible care
    Our address:
    Jhenlee
    PO BOX 850
    Eltham, Melbourne
    3095
  1. Once we have received your parcel for refund or exchange, we will inform you via email and let you know whether our policy terms and conditions have been met.
For refunds:

If your refund has been approved successfully, you will be given a full refund minus postage and handling charges. Refunds are usually processed within 10 working days. Refunds will always be processed using the same method of payment used to purchase the product.

For exchanges:

If you are requesting a change of size for ring or bangle, we will ship the item to you at no cost the first time. Should you need to revise the size again, shipping will be billed at our $9.95 rate.

If you would like to exchange your product for a different style or dollar amount, we will process the difference in terms of a refund to be paid by us, and/or a new invoice amount to be paid by you, that will include the $9.95 shipping rate to get your revised order despatched.

Further points for consideration:

  1. We will not accept returns/exchanges for any product that is non faulty that has been worn or used.
  2. Items returned after 14day period, will not be accepted and be shipped back to you.
  3. Upon receipt of your return, the item will be inspected by our returns department to see if it complies with our returns/exchange policy. Any item received worn or damaged will be returned back to you.
  4. Earrings cannot be returned due to hygiene reasons.
  5. SALE items cannot be returned other than as required by Australian law.
  6. We only accept returns/exchanges for our jewellery products purchased via our website. We do not accept returns or exchanges for products sold/provided by one of our stockists/distributors.
  7. All postage and insurance costs are to be paid by you for change of mind exchanges, returns and refunds.
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