Refund Policy

Email: info@lenciamorgan.com.au
(Please allow 24 hours for an email response)

Unsatisfied with a product

If you are unhappy with the product you have received, we will gladly exchange it or offer you a store credit note for change of mind, provided that:

  1. The item is in perfect condition, with no traces of use or damage, and in its original packaging.

  2. Proof of purchase is supplied and verified by our sales team.

  3. The item is returned within 30 days from the date of delivery.

  4. The item is not custom and has no personalised additional features including engravings or any form of customisation.

  5. Tennis bracelets, tennis necklaces, or any items that are made to order are excluded from our standard return policy.

For these items, additional fees may be incurred by the customer for resizing or exchanging for a different size. These additional fees are determined based on resizing size differences and current market commodity prices, and will be evaluated by our jewellery sales team upon request.

For hygienic reasons, we cannot offer exchanges or credit notes on earrings or any hair accessories for change of mind purchases.

Please contact us via email for any exchange or return queries. Kindly mention your order number in the email as well.

This process of issuing a credit note or an exchange can take up to 10 working days.

Custom Jewellery Policy

All custom-made jewellery (including bespoke designs, personalised signet rings, custom pendants, custom chains, or any jewellery with engravings or unique custom modifications) is non-refundable and non-returnable due to its personalised nature.

  • If your custom jewellery piece is found to have a manufacturing fault, Lencia & Morgan will repair or remake the item at no additional cost.

  • Our Quality Assessment Team must inspect the item before any repair or remake is approved.

  • Refunds are not offered for custom jewellery unless a repair or replacement is not possible, and the fault is confirmed to be caused by manufacturing.

  • Any modifications carried out by a third party will void the warranty.

This ensures that your piece is created exclusively for you while maintaining our quality promise.

Exchanges

Exchanges will be processed within 7-10 business days after receiving the returned goods (shipping times are in addition to this).

We offer complimentary Standard Shipping for orders above $100 AUD at no extra cost when sending exchanged items back to a customer.

If you are exchanging an item that is below $100 AUD, customers must cover shipping both ways.

If express shipping is needed for exchanged items, please contact us for express options.

Please note: Products purchased during a promotional period and exchanged will not carry the discount over to the new item (unless exchanging for the same product in a different size/colour).

Credit Notes

Credit notes are valid for 12 months from the date of issue. Under no circumstances can this be extended.

The new credit note amount will exclude any paid shipping costs.

Faulty/Defect Items

  1. If you believe that your product exhibits a genuine manufacturing fault or defect, please contact us via email at info@lenciamorgan.com.au.

  2. All faulty items are assessed and dealt with in accordance with the ACCC.

  3. If a product is found to be faulty, Lencia & Morgan will either repair or replace the item. If neither option is available, Lencia & Morgan will offer a full refund to the exact payee’s account the product was purchased on (the item must be within its warranty period).

All items suspected to be faulty must be assessed by our Quality Assessment Team.

Please note that this process can take up to 2 weeks, and under no circumstances can a refund be issued without assessment.

You can return your item for inspection via post to our returns department. Contact us for the mailing address.

If an external party makes any changes to a purchased item, the warranty will be invalid.

All purchases are subject to the individual brand returns/warranty policy.

Some important returns information:

Return department address:
Level 3, 257 Collins Street, Melbourne, VIC, Australia, 3000.

  1. Customers are responsible for all return postage costs for exchanges and credit notes. (If you are returning a faulty item, subject to inspection Lencia & Morgan will arrange or refund postage costs upon presentation of receipt/s).

  2. Please ensure both sender’s address and return address are clearly displayed on the outside of the parcel. (We recommend sending your return by registered post as Lencia & Morgan will not be liable for any return parcels lost in transit.)

  3. If a package cannot be tracked and does not arrive at the above address, no exchange or credit note will be given.

  4. Returns must be sent in appropriate packaging to prevent damage in transit. Lencia & Morgan is not liable for the loss/damage of items being returned.

If the above conditions are not adhered to when returning a product, Lencia & Morgan reserves the right to refuse an exchange, refund, or credit note.