Refunds & Returns Policy

We, us, our, or Silver Hub A.B.N. 64553395978 make every effort to be always completely open and honest. To ensure that you are fully aware of your rights regarding refunds and returns, we have established this Refunds & Returns Policy.
 

We advise you to continue reading to learn about your rights and our obligations to you if you are unsure whether you are entitled to a refund or exchange.
 

Prior to returning a product, please take a moment to learn how it is made. Most of our items are handcrafted by traditional and skilled artisans, giving them all a unique quality and slight variation from one another. The stones will therefore vary slightly. All our products are put through quality control checks prior to shipping.

 

Your Entitlement To A Refund Or An Exchange

Please choose your items carefully as we DO NOT accept "change of mind" refunds. If you'd prefer a different size, we do provide store credit. All returns must be made within seven (domestic) or twenty (international) days of receiving the item, and they will either be processed as store credit or exchanges.

You will be entitled to a refund or exchange if we are required to do so by any applicable laws, including the Australian Consumer Law. If an item has a major flaw or is significantly different from what you ordered, you may request a refund or an exchange.

Please be aware that everything MUST BE UNWORN, returned in its original packaging, and in its original condition. No items will be accepted that are not in resalable condition.

Due to health and hygiene directives, we are unable to accept the return of custom items, earrings, or pierced jewellery unless they are defective.

No Refunds Will Be Given In The Following Cases

 

The delivery address is incorrect or out of date.

 

Change of mind.

 

The package was refused by the recipient.
Size issues. Therefore, before making your purchase, please carefully review our size guides.

Merchandise that has been used or damaged and returned.

There will be no refunds or exchanges for customised or made-to-order products.
Minor colour and design differences. Because all of our products are handmade and made with natural stones, they may differ slightly from the photographs on our website.

There will be no refunds for international orders if the product is damaged or incorrect; an exchange product will be sent within the time frame specified (as discussed with customer). Only after we receive the faulty product will we exchange it.

Returning Items To Us

 

Please email us as soon as possible to arrange a return authorisation if you wish to return an item to us. Your full name, address, the unique order number, and the justification for the refund or exchange must be given to us.

Please be aware that we only accept exchanges within seven (domestic) or twenty (international) days of the time you receive your package. Your request for an exchange or refund could be rejected if you submit your claims for refunds or exchanges later than stated above.

We reserve the right to inspect a returned item before issuing a refund or exchange. We may refuse a refund or exchange as the outcome of this. You may be eligible for a refund of only the cost of the item. You may be entitled to an exchange for an identical or comparable item. 

How To Return And Get A Refund

Once the return is approved, you will receive an email with the return shipping address.

Returns must be made in their original packaging. Pack the item(s) in a padded envelope or box to avoid damage in transit.

Silver Hub is not responsible for items that are returned but are lost or not delivered to us. Consider adding tracking or insurance if you are worried about loss or damage during transit. This is entirely at your discretion, and Silver Hub tends to make no statements or warranties regarding the safety of returned item/s.

To ensure delivery tracking, we advise returning the item to us via Registered Post. Until such time as we have established that there is a defect with a product or that we have made a shipping error, all shipping costs shall be the responsibility of the customer.

When we receive the item(s), we will inspect it(s) and, if we are convinced that you are entitled to a refund or exchange because you returned it(them) in accordance with our Refunds & Returns Policy, we will give you the appropriate refund or exchange.

We will email you to confirm that your refund will be issued if your refund request is approved after we inspect the condition of the returned item(s). Following we receive your returned items; we'll typically process your refund within five (5) days. If after five (5) days after we notify you that a refund has been issued, you still have not received your refund, kindly get in touch with us at silverhub.au@gmail.com