Refund policy

All refunds and exchanges are assessed on a case by case basis and must be approved via email(undemurecustomerservice@gmail.com) prior to sending the item back. Please note that returns will need to be sent to the following address: Parcel Locker 10134 48652
117 Main St
PAKENHAM VIC 3810

Pieces can be refunded if returned within 7 days of receiving the item, please contact us within 3 days of delivery

If you’d like to exchange your handcrafted piece for a different design, we completely understand. As each necklace is individually made by hand, a $30 labour fee helps cover the time and care required to remake your new piece.

Exchanges are subject to stock availability.

Shipping costs are non-refundable and return shipping costs are the responsibility of the customer. It is the customers responsibility to return using tracked shipping in a padded parcel as Undemure is not responsible for items lost or damaged in transit.

It is the customers responsibility to return items in unworn, resale able condition including packaging/pouches. Items arriving with makeup, stains, animal hair, or odours will not be accepted.

Your refund will only be processed once the item has been received and assessed to be in a resale able condition.

Tarnishing is not considered a fault, as it occurs when jewellery is exposed to chemicals or prolonged water contact. Please see Care Instructions for details.

Undemure is not responsible for damage caused by wear and tear, mishandling, or improper care.

We reserve the right to refuse returns, repairs, or exchanges if the item does not meet our policy requirements.

Undemure handcrafted pieces come with a 6-month warranty covering manufacturing defects. The warranty is void if the item has been misused or altered.

Our Warranty Covers:

Our warranty includes manufacturing faults such as:

- Broken clasps due to a fault in the spring mechanism

- A fault caused by human-error during the crafting process

Our Warranty Does Not Cover:

Some types of damage fall outside of our warranty, including:

- Chain breakages or stretched/bent chains

- Lost items

- Dents, scratches, chipping or peeling

- Tarnishing or discolouration

- Repairs or modifications made by third parties

- Damages caused by ,accidents, general wear and tear, misuse or improper care and storage.

If you're unsure whether your piece qualifies, please get in touch via email (undemurecustomerservice@gmail.com)