Our Refund Policy
Our policy on refunds and returns is in line with the Australian Consumer Law. Under the Trade Practices Act 1974 you may seek a refund if goods:
– are or become faulty through no fault of your own
– are not fit for a stated purpose or a purpose you made known to our sales staff
– don’t match our description or sample
– have defects that were not obvious or we did not bring to your attention
However, the goods must be returned within a reasonable period and you may be asked for proof of purchase. You may also be asked to demonstrate that the problem with the goods was not your fault.
If you prefer an alternative to a refund, we may be able to arrange for goods to be exchanged or repaired. A store credit may be offered at our discretion if you specifically request an alternative to a refund.
Please choose carefully as you are not entitled to a refund if you simply change your mind.
Please keep your receipt as proof of purchase.
The above is your legal right as set out by the Australian Competition & Consumer Commission. This can be confirmed in detail on the ACCC website – Consumer Guarantees.
Our Exchange Policy
In addition to your statutory rights, we offer a change of mind exchange policy.
If you purchase an item and change your mind, you can choose to exchange that item for a store credit providing the following conditions are met:
– Item must not be opened or used
– All packaging and labels must be attached
– Item must be returned in original condition
– Returns accepted or arranged within 14 days of purchase
The following products are EXCLUDED from our exchange policy:
– Swarovski Crystals (All Swarovski products)
– Preciosa Crystals
– Polymer Clays, Resins and Adhesives
– Sterling Silver, Vermeil & Gold Filled
– Cut-to-length Chain, Leather, Cord, etc
– Custom Made Pieces
– Special Order Items or Commercial Quantities
– Clearance and Marked Down Products
– As-is or Ex Display Stock
These listed items are excluded from change of mind exchange or return, but they are still covered by your legal rights as set out in Our Refund Policy above.
Shipping Charges on Items Returned for a Change of Mind Exchange:
– If you wish to return an item please contact us first for approval.
– If you are sending item(s) back via Courier or Post, the return postage is at your own cost.
– Consider a registered or trackable service as we are not liable for returned items lost in transit.
– You will be required to cover the postage of the new goods. This can be added to any amounts payable where newly purchased goods are a higher value than the returned goods, or by providing a suitably sized pre-paid pre-addressed postage or courier satchel with tracking and insurance (send with the returned items) where goods exchanged are of equal value.
– If a free or discounted postage offer was made available on the original purchase, the cost of that service may need to be deducted from any credit amount, if a store credit is issued.
(This section applies to Change Of Mind returns only. We will cover reasonable costs associated with the return of any goods pertaining to “Our Refund Policy” above)
Our Shipping Policy
We will attempt to dispatch your order on the same or following business day when all products are in stock. Due to order volumes this may take a little longer. Please allow 1-14 working days from dispatch for domestic delivery. All orders are sent via Courier or Australia Post, therefore PO Boxes and Parcel Lockers can be accepted as a delivery address.
We recommend the use of an attended address for security as the Courier or Australia Post may leave parcels unattended if no one is present. If the package is returned to us for any reason you will be responsible for an additional postal fee to re-send the order. If we are unable to make contact within a reasonable time-frame, we may refund the total paid less merchant fees and postage costs.
Orders are sent in good faith and we will work with the postal provider to lodge any required claims for lost or damaged goods. When a customer selects or requests an “Uninsured” or “Authority To Leave (ATL)” Service (or similar) or gives permission for a parcel to be left unattended or left with a third party, we may be unable to assist once the postal provider marks the parcel as delivered or left. We recommend the selection of Registered Post, Regular Post, Express Post or any form of insured service at checkout to alleviate your risk. Some promotional postage offers made available from time to time may include untrackable, ATL or uninsured services.
Liability and title of the goods passes to the recipient when the Tax Invoice is generated before the parcel is handed to the postal provider. Beads N Crystals has no control or responsibility over the goods once they are collected by, or delivered to the postal provider.
As of October 1st 2020, we are not offering international shipping or purchases. Orders are restricted to Australian domestic customers and delivery addresses. The following terms and conditions apply to purchases paid for and/or dispatched before this date:
Countries outside Australia will receive orders in approximately 7-14 working days.
On occasion, some shipments may take up to 3 weeks to arrive, depending on the amount of time it may take for an item to clear customs and other delays including but not limited to network disruption, natural disasters, peak seasons and regulatory inspections.
Postal charge does not include any applicable taxes, duties, processing charges, inspection costs or quarantine fees which may be applied in the destination country.
The responsibility for any customs duties, foreign taxes or other fees which may be imposed will rest with the customer. To comply with Australian Export regulations, we are required to declare the exact value of all items ordered and to mark them as dutiable “merchandise”. We are prohibited by law from marking the order as a “gift”, even if order is placed with the intention of sending to a gift recipient.
For further information, it may be necessary to call local customs offices in the destination country to gain further details.
Back Orders (Sales orders)
If a portion of your order is out of stock, we may send the in-stock portion and put the remainder on a Sales Order to be sent at a later date. There would be no additional postage costs payable.
If the Sales Order portion is due within a few days we may hold the in-stock portion and send them together. Where back-ordered items form the majority of the order, we may be unable to split and send the in-stock portion separately. If this is the case we will contact you to see if you’re happy to wait. If you are not happy to wait you will have the option of a full refund. A refund is available to you if any sales order can not be filled within a reasonable time-frame.
Please note that if you choose Express Postage option, we will send the in stock portion immediately with priority. We will then determine on a case-by-case basis whether the back order portion can be sent on a regular or express service.
Payment Before Delivery
Please note that orders will only be processed after clear payment has been received. We will not dispatch any orders without full payment under any circumstances. Our system will automatically reserve stock on a confirmed order, however we may not pick and pack the stock prior to payment. We can not guarantee stock will be held awaiting payment. Unpaid orders may be cancelled within 48 hours if we are unable to make contact, or in 7 days where contact is made but payment is not received.