Refund policy
Refund & Returns Policy
At Vance & Valor, we want you to feel confident when you purchase from us. Every piece is carefully inspected before it leaves our hands, and we stand behind the quality and craftsmanship of our jewellery.
We offer a 14-day change-of-mind return policy and our one-year Valor Promise for quality and craftsmanship issues arising under normal use.
These policies are provided in addition to your rights under the Australian Consumer Law (ACL).
Your Rights Under the Australian Consumer Law
Our jewellery comes with guarantees that cannot be excluded under the Australian Consumer Law.
If a product has a major failure, you may be entitled to a refund or replacement, as well as compensation for any other reasonably foreseeable loss or damage.
If a product does not meet the consumer guarantees but the failure is not major, you may be entitled to have the product repaired or replaced.
Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.
Where we provide benefits beyond what the law requires — including our 14-day change-of-mind return policy and one-year Valor Promise — these benefits are additional to your legal rights and do not replace them.
14-Day Change-of-Mind Returns
We accept change-of-mind returns within 14 days of delivery.
To be eligible, the jewellery must:
- Be unworn and unused;
- Be in its original, undamaged condition;
- Not have been altered, engraved or modified;
- Be returned in its original packaging, including the Valor Tin; and
- Include any accessories, cards or other items supplied with the order.
Change-of-mind returns are subject to inspection once received.
Items Not Eligible for Change of Mind
For hygiene, product-specific and resale reasons, the following items are not eligible for change-of-mind returns or exchanges:
- Earrings, due to hygiene considerations;
- Engraved or personalised items, as they are made specifically to your instructions; and
- Sale or clearance items.
These exclusions apply only to change-of-mind returns. They do not affect your rights under the Australian Consumer Law if an item is faulty, defective, not as described, or otherwise fails to meet the applicable consumer guarantees.
Return Shipping
For an approved change-of-mind return, you are responsible for the cost of return postage.
We recommend using a tracked shipping service. The item remains your responsibility until it is safely received by Vance & Valor.
Once we receive and inspect the returned item, we will process your refund within 5 business days.
Refunds will be made to the original payment method used for the purchase.
Original shipping charges are not refundable for change-of-mind returns. If your original order qualified for free shipping, no shipping amount will be deducted from your refund.
Engraved & Personalised Jewellery
Engraved jewellery is created specifically according to the text or instructions you provide and cannot ordinarily be resold.
For this reason, engraved or personalised items are not eligible for change-of-mind returns or exchanges once engraving has commenced.
We will clearly identify this restriction on the relevant product page, including near the engraving field where applicable.
However, this does not affect your Australian Consumer Law rights.
If an engraved item is faulty, defective, incorrectly engraved, or does not match the engraving details you provided, please contact us. Where appropriate, we will arrange a repair, replacement or refund in accordance with your rights under the Australian Consumer Law.
If the error was made by Vance & Valor, we will cover the reasonable postage costs associated with resolving the issue.
Faulty, Damaged or Incorrect Items
We take care to ensure every order is correct and every piece meets our quality standards before dispatch.
If your jewellery:
- Arrives damaged;
- Has a manufacturing defect;
- Has a quality or craftsmanship issue;
- Is materially different from what you ordered; or
- Is the wrong item,
please contact us as soon as reasonably possible at info@vancevalorjewelry.com.
Please include your order number and clear photographs showing the issue.
We will assess the issue and work with you to provide an appropriate remedy in accordance with the Australian Consumer Law.
Depending on the circumstances and whether the failure is major or minor, this may include a repair, replacement or refund.
Where a return is required because the item is faulty, damaged or incorrect, Vance & Valor will cover reasonable return postage costs.
The Valor Promise — One-Year Quality & Craftsmanship Promise
At Vance & Valor, we stand behind the quality and craftsmanship of our jewellery.
In addition to your rights under the Australian Consumer Law, we provide a one-year Valor Promise from the date of delivery.
Our Valor Promise covers manufacturing defects and craftsmanship issues arising under normal use, including issues such as:
- Manufacturing defects;
- Faulty clasps or closures;
- Structural or workmanship issues; and
- Other defects resulting from the quality or craftsmanship of the piece.
If an eligible issue occurs during the one-year period, please contact us at info@vancevalorjewelry.com.
Include your order number and clear photographs of the jewellery and the issue.
If the issue is covered by the Valor Promise, we will provide an appropriate remedy, which may include repair or replacement.
For approved Valor Promise claims, we will cover reasonable return postage costs.
What the Valor Promise Does Not Cover
The Valor Promise does not cover damage or deterioration caused by:
- Normal wear and tear;
- Scratches, dents, bending or other physical damage;
- Accidental impact or misuse;
- Loss or theft;
- Contact with perfume, cosmetics, chemicals or cleaning products;
- Chlorine, salt water or other harsh environments;
- Failure to follow reasonable care instructions;
- Modifications, repairs or alterations performed by a third party; or
- Damage caused after delivery through improper use or care.
The Valor Promise is a voluntary benefit provided by Vance & Valor and is in addition to, and does not limit, your rights and remedies under the Australian Consumer Law.
How to Start a Return or Claim
Before sending any jewellery back to us, please email info@vancevalorjewelry.com.
Please provide:
- Your order number;
- Your name;
- A brief description of the reason for the return or claim; and
- Photographs of the jewellery where relevant.
Please do not send an item back without contacting us first. We will confirm the appropriate return instructions and address before you post anything.
Cancelling an Order
If you need to cancel your order, please contact us as soon as possible at info@vancevalorjewelry.com.
If your order has not yet been dispatched, we will generally be able to cancel it and provide a full refund.
For engraved or personalised jewellery, cancellation may also be possible if the engraving process has not yet commenced.
Once an order has been dispatched, or engraving has commenced, cancellation may no longer be possible. However, this does not affect your rights under the Australian Consumer Law.
Important Information
Nothing in this Refund & Returns Policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.
If you have any questions about a return, refund, warranty claim or your consumer rights, please contact us at:
Vance & Valor
74 Jackson Court, Suite 101
Doncaster East VIC 3109
Australia
Email: info@vancevalorjewelry.com