Refund policy

Please contact us at contact@fremantleopals.com.au if you are not satisfied with your purchase so that we can resolve any problem. We are not required to provide a replacement or refund if you simply change your mind. We will exchange an item if it is significantly different from the sample or description.

To be eligible for a return, you must contact us within 14 days of the purchase date, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. This returns policy also does not apply to goods that have been damaged after delivery, if any attempt has been made to alter the product, or if they have been dropped or broken. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@fremantleopals.com.au. If your return is accepted, we’ll give you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. All products must be returned in their original condition. All postage and insurance costs are to be paid by the buyer. We recommend that you return the product via Registered post and that you pre-pay all postage. You assume any risk of lost, stolen or damaged goods during transit; we, therefore, advise you to take out shipment registration and insurance with your postal carrier. Fremantle Opals will not be responsible for parcels lost or damaged in transit if you choose not to insure.

You can always contact us for any return questions at contact@fremantleopals.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalised items).  Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the repair or return was approved or not. If a refund is approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. In the case of a repair, we will provide further information.