Refund & Returns Policy

14-Day Returns

We offer a 14-day return window from the date your order is received.

To be eligible for a return:

• The item must be in its original condition, unused, unworn, unaltered, with tags and original packaging where applicable;

• You must provide proof of purchase;

• The item must not be excluded from returns under this policy.

Important: Items are not to be returned until written approval or return instructions have been provided by Opal Whisperers. In most cases, we will first offer an alternative solution to help ensure your satisfaction.

How to Start a Return

To start a return, contact us at:

admin@opalwhisperers.com

Please include your order number, the item you wish to return, and the reason for your return request.

If your return is approved, we will send instructions on how and where to send your item. Returns sent without prior written approval or return instructions may not be accepted.

Damages or Issues

Please inspect your order as soon as it arrives.

If your item is damaged, defective, incorrect, or not as described, contact us immediately so we can evaluate the issue and resolve it promptly.

This policy does not limit any statutory rights you may have for faulty, damaged, incorrect, or misdescribed goods.

Exchanges

We may offer alternatives, exchanges, store credit, or other guidance depending on your situation. Each case is handled personally and is subject to the item’s condition, availability, and whether the terms of this policy have been met.

Some exchange concessions may be considered at the discretion of Opal Whisperers.

Refunds

Once we receive and inspect your return, we will notify you of the outcome.

If your refund is approved, it will be processed back to your original payment method unless otherwise agreed. Please note that your bank, card provider, or payment provider may take additional time to finalise the refund on your end.

Return Shipping

Unless we have agreed otherwise, the customer is responsible for the cost of returning the item to us.

We strongly recommend using a tracked and insured return service, especially for opals, gemstones, jewellery, and other valuable items. The customer is responsible for ensuring the item is returned safely and in the condition required by this policy.

Condition of Returned Items

Returned items must be in the same condition in which they were received.

Opals, gemstones, jewellery, and related items must not be damaged, altered, cut, polished, drilled, engraved, resized, mounted, set, removed from a setting, worn, or otherwise changed after delivery.

We may refuse a return or reduce the refund if the item has lost value due to handling beyond what is necessary to inspect the item, or if the item is returned damaged, altered, incomplete, or not in its original condition.

Non-Returnable Items

Some items are not eligible for return, refund, cancellation, or exchange unless required by law.

This includes, but is not limited to:

• Gifts and gift cards

• Sale or clearance items

• Auction items

• Accepted Make An Offer Items

• Items purchased from live events

• Layby items

• Payment plan items

• Custom jewellery made to the customer’s specifications;

• Custom-cut, custom-polished, custom-shaped, or custom-fitted opals or gemstones;

• Opals, gemstones, jewellery, or other pieces altered, engraved, resized, mounted, set, or otherwise personalised at the customer’s request.

Auction Items, Make an Offer Purchases, Lay-by Arrangements and Discounted Items

All auction items, items purchased through our Make an Offer option, lay-by purchases and discounted or sale items are considered final sale in respect of change-of-mind returns. Opal Whisperers does not offer refunds or exchanges where a customer changes their mind, selects the wrong item or otherwise decides they no longer wish to proceed with the purchase, except where required by law.

This does not affect your statutory rights for faulty, damaged, incorrect, or misdescribed goods.

Exchanges at Opal Whisperers Discretion

For eligible purchases made through our Make an Offer option, lay-by arrangements, or for discounted and sale items, Opal Whisperers may, at its sole discretion, consider an exchange as a gesture of goodwill. Any exchange request will be assessed on a case-by-case basis and is subject to approval by Opal Whisperers. An exchange is not guaranteed and may be subject to additional conditions.

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EU Right of Withdrawal, Returns and Cancellations

This section applies to customers located in the European Union where the EU right of withdrawal applies.

14-Day Right of Withdrawal

For eligible products, EU customers have the right to withdraw from their purchase within 14 days without giving a reason.

For goods, the 14-day withdrawal period starts on the day after the customer, or a person nominated by the customer, receives the goods.

If an order is delivered in multiple parcels, lots, or pieces, the withdrawal period starts on the day after the final item, lot, or piece is received.

To exercise the right of withdrawal, the customer must notify us within the 14-day withdrawal period by using the return/withdrawal function provided on our store or by contacting us with a clear statement that they wish to withdraw from the purchase.

Customers can contact us at:

admin@opalwhisperers.com

EU Return Shipping

Unless we have agreed otherwise, the customer is responsible for the direct cost of returning the goods to us.

Returned items should be sent back without undue delay and no later than 14 days from the date the customer informs us that they are withdrawing from the purchase.

We recommend using a tracked and insured return service, especially for opals, gemstones, jewellery, and other valuable items, as the customer is responsible for ensuring the item is returned safely.

EU Refunds After Withdrawal

If the customer withdraws from an eligible purchase, we will refund the product price and the standard outbound delivery charge paid for the order, where applicable.

We do not refund additional delivery costs resulting from the customer choosing a more expensive delivery method than our standard delivery option.

We may withhold the refund until we have received the goods back or until the customer has provided proof that the goods have been sent back, whichever occurs first.

Refunds will be made using the same payment method used for the original transaction, unless expressly agreed otherwise. The customer will not be charged a fee by us for the refund.

EU Condition of Returned Items

Customers may inspect the goods as they would in a shop. However, the customer is responsible for any loss in value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Opals, gemstones, jewellery, and related items must be returned in the same condition in which they were received.

We may make a deduction from the refund for loss in value if an item has been damaged, altered, cut, polished, drilled, engraved, resized, set, removed from its setting, worn, or otherwise handled beyond normal inspection.

EU Cancellations Before Fulfilment

EU customers may request cancellation of an order until the item has been fulfilled.

Once an item has been fulfilled or dispatched, the order cannot normally be cancelled before delivery. However, the customer may still be able to exercise the 14-day right of withdrawal after delivery if the item is eligible.

Products Excluded from EU Withdrawal Returns

The EU right of withdrawal does not apply to certain products, including goods that are made to the customer’s specifications or clearly personalised, and certain auction sales where permitted by law.

The following products are excluded from EU withdrawal returns where permitted by applicable law:

• Custom jewellery made to the customer’s specifications;

• Custom-cut, custom-polished, custom-shaped, or custom-fitted opals or gemstones;

• Opals, gemstones, jewellery, or other pieces altered, engraved, resized, mounted, set, or otherwise personalised at the customer’s request;

• Auction items sold through our website, where the applicable auction-sale exception is permitted by law;
  

This does not affect the customer’s statutory rights for faulty, damaged, incorrect, or misdescribed goods.