We hope you love your SENA Jewels piece. Each design is created and selected with care and intention, however we understand that occasionally a return or exchange may be required. Please review the information below carefully before submitting a request.
Returns Eligibility
We accept returns for eligible items within 14 days of delivery, provided that:
- The item is unworn and unused
- The item is returned in original condition
- The item is returned in its original packaging (including pouch where applicable)
Items that show signs of wear, damage, or alteration cannot be accepted.
Items purchased using gift cards or as part of promotional offers are subject to the same returns policy unless otherwise stated.
Items Not Eligible for Return or Exchange
The following items are final sale and cannot be returned or exchanged unless deemed faulty under Australian Consumer Law:
- Personalised or custom-made pieces
- Gift cards
- Sale items
- Earrings, for hygiene reasons (unless faulty)
This policy is in place to ensure the safety and quality of our products for all customers.
Exchanges
If you wish to exchange an eligible item for another piece, please contact us within 14 days of receiving your order. Exchanges are subject to product availability.
If the replacement item is of a higher value, the difference will be payable prior to dispatch. If the replacement item is of a lower value, store credit may be issued at our discretion.
Change of Mind
We want you to truly love your piece. If you change your mind, you may request a return within 14 days of receiving your order, as long as the item is unworn and returned in its original condition.
Change of mind returns are issued as store credit, valid for 12 months, so you can take your time choosing something that feels right.
Shipping costs are not refundable and return postage is the responsibility of the customer.
Sale Items
Items purchased on sale are considered final sale and are not eligible for return or exchange for change of mind.
This does not affect your rights under Australian Consumer Law. If a sale item is faulty or not as described, we will happily arrange a repair, replacement, or refund as required.
How to Request a Return or Exchange
- Submit a request via our Return Request Form, including:
-
- Your order number
- The item(s) you wish to return or exchange
- The reason for your request
- Once approved, we will provide instructions for returning the item.
Please do not send items back without prior approval.
Return Shipping
- Return shipping costs are the responsibility of the customer unless the item is faulty.
- We recommend using tracked shipping, as we are not responsible for items lost in transit.
- Original shipping fees are non-refundable.
Faulty Items & Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
If your item is faulty, damaged, or not as described, please contact us as soon as possible with clear photographs of the issue. Where applicable, we will offer a repair, replacement, or refund in accordance with your consumer rights.
Normal wear and tear, plating wear over time, or damage caused by misuse is not considered a fault.
Refunds
Approved refunds will be processed to the original payment method used at checkout once the returned item has been received and inspected.
Please allow several business days for refunds to appear, depending on your payment provider.
International Orders
For international returns:
- Customers are responsible for return shipping costs
- Any customs duties, taxes, or import fees paid are non-refundable
- We recommend clearly marking returned parcels as “Returned Goods” to avoid additional charges
A Thoughtful Approach
Jewellery is designed to be worn and lived in, and slight variations or signs of wear are part of its character. Our returns and exchanges policy is intended to be fair, transparent, and respectful of both our customers and our craft.
For guidance on caring for your pieces, please refer to our Care Guide.
