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How It Works Bag 0

Refund policy

 

Last updated: 14 June 2025


1. Return Window

We offer a 30-day return period from the date you receive your parcel. We accept returns for both defective items (e.g., manufacturing faults, damage in transit) and non-defective products provided they strictly meet the condition requirements below.

2. Return Eligibility

To qualify for a return, the item must be in New condition. This means:

  • The item must be unused, unworn, and in its original gift box.
  • The projection bead must show absolutely no signs of wear, scratches, or tampering.
  • You must provide the order number or proof of purchase.

3. How to Lodge a Return

Please email our support team at support@philu.com.au with:

  1. Your Order Number
  2. Clear photos of the defect or damage
  3. Your preferred resolution (Replacement or Refund)

We will reply within 2 business days. If your claim is approved, we will:

  • Confirm the return address (our NSW fulfilment centre).
  • Provide packing instructions to protect the necklace in transit.

Packages sent back without prior authorisation cannot be accepted.

4. Damaged or Incorrect Items

Please inspect your parcel upon arrival. If the gift box or necklace is damaged, or the design is not what you ordered, please contact us within 48 hours so we can arrange a remake or refund promptly.

5. Non-Returnable Items

The following items cannot be returned:

  • Gift cards and e-voucher codes.
  • Custom pieces that match the order details and are free of defects.
  • Sale items marked as “Final Sale”.

6. Exchanges

We do not offer direct exchanges. Please follow the return process above; once approved, you may place a new order for the desired item.

7. Refunds

After we receive and inspect your return at our Sydney studio, we will email you the outcome.

  • Approved refunds are processed to the original payment method within 10 business days.
  • Please note that bank or card processing times may add a few extra days for the funds to appear in your account.

If you haven’t seen the credit 15 business days after our approval email, please write to support@philu.com.au with the subject: “Refund Follow-up – Order #XXXX”.