Returns & Exchanges

CHANGE OF MIND

If your piece isn’t quite right for you, we accept eligible change of mind return requests within 14 days of receiving your order.

Change of mind returns are issued as store credit only. We do not offer refunds or direct exchanges for change of mind returns.

To be eligible:

• Your jewellery must be unworn.

• The original pouch and jewellery box must be returned intact.

• Your item must not be earrings or a sale item.

The original outer shipping box is not required. Please pack your return securely to protect the jewellery, pouch and box during transit.

Items excluded from change-of-mind returns

Earrings and sale items are not eligible for change of mind returns. These exclusions do not affect your rights under the Australian Consumer Law.

HOW TO REQUEST A RETURN

1. Email studio@hola-maria.com or use our contact form within 14 days of receiving your order. Include your order number and the item you wish to return.

2. We’ll confirm eligibility and provide return instructions.

3. Pack your item securely, including its original pouch and jewellery box, and send it to the address provided.

You are responsible for return postage costs for change of mind returns.

Once we receive and inspect your return, we’ll issue store credit if it meets the eligibility conditions.

FAULTY OR INCORRECTLY DESCRIBED ITEMS

If your item is faulty, unsafe or does not match its description, email studio@hola-maria.com or use our contact form. Include your order number and details of the issue. Photos, where relevant, can help us assess the problem.

We will assess the issue and provide the appropriate remedy under the Australian Consumer Law.

What is a major problem?

A major problem is a serious issue with your jewellery that meets the criteria under Australian Consumer Law. For example:

• A piece is significantly different from its description, such as jewellery advertised as sterling silver that is made from a different base metal.

• A manufacturing defect makes the piece unsafe to wear, such as a sharp edge that could cause injury.

• Serious structural defects prevent the piece from being worn as intended and cannot easily be fixed within a reasonable time.

• One serious defect, or several smaller defects together, would have stopped a reasonable customer from buying the piece had they known about them.

If your item has a major problem, you can choose a refund or replacement.

What is a minor problem?

A minor problem is a fault that can be fixed within a reasonable time and does not meet the criteria for a major problem. Depending on the circumstances, examples may include:

• A clasp that needs adjustment or replacement.

• A loose jump ring (the small connecting ring between jewellery components) that can be securely repaired.

• A loose stone setting that can be repaired without compromising the piece.

These issues are not automatically minor. We will consider their seriousness, any safety risk, whether there are repeated or multiple faults, and whether the piece can be repaired within a reasonable time.

For a minor problem, we will provide a free repair within a reasonable time. We may also offer a replacement or refund instead. 

RETURN POSTAGE FOR FAULTY ITEMS

If we confirm a problem covered by consumer guarantees, we will reimburse reasonable return postage costs.

The 14-day change of mind window, store credit only condition, packaging requirements and exclusions for earrings and sale items do not apply to claims under consumer guarantees.

YOUR CONSUMER RIGHTS

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies your rights under that law.