REFUNDS, RETURNS AND EXCHANGES
Change of Mind
We do not offer refunds if you simply change your mind. However, we may offer an exchange or store credit within 30 days of purchase, provided that:
• the item is unused, unworn and in its original condition;
• the original packaging and tags are included; and
• valid proof of purchase is provided.
For hygiene reasons, earrings and other pierced jewellery cannot be returned for change of mind. This does not affect your rights if the product is faulty.
Customers are responsible for return postage costs for change-of-mind returns. Original delivery fees are non-refundable.
Faulty, Damaged or Incorrect Products
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
If you receive a product that is faulty, damaged, unsafe, significantly different from its description or otherwise does not meet the consumer guarantees, please contact us and provide your proof of purchase and photographs of the product where reasonably possible.
If the product has a major problem, you may choose a refund or replacement. If the problem is minor, we may provide a free repair or another appropriate remedy in accordance with Australian Consumer Law.
The 30-day change-of-mind period does not limit your rights concerning faulty products. Your rights will depend on factors including the nature of the product, its price and how long it would reasonably be expected to last.
If a product is confirmed to be faulty, we will reimburse reasonable return postage costs where required.
Proof of Purchase
Proof of purchase may include an order confirmation, receipt, gift receipt or other evidence showing that the product was purchased from WhaleWish.
Refunds
Where a refund is required, it will normally be issued using the original payment method unless otherwise agreed.
How to Request a Return
Please contact us through our website contact form before returning an online order. Include your order number, the reason for the return and photographs if the product is faulty or damaged.
Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.
