Return Policy
We want every MICHIEL piece to arrive exactly as intended. This policy sets out our voluntary change-of-mind
returns process and is separate from any rights you may have under the Australian Consumer Law.
Change-of-mind returns
You may request a change-of-mind return within 30 calendar days of delivery. Contact MICHIEL before sending the item back. A request received within this period remains on time even if we respond after the 30-day period. Once
approved in writing, lodge the parcel within 14 calendar days of approval, unless we agree to an extension in writing. Follow the return instructions provided by MICHIEL. Change-of-mind returns sent without prior approval may not be
accepted.
Return condition
To qualify for a change-of-mind return, the piece must be in its original condition. You may try it on briefly and carefully to assess fit and appearance, but it must not be worn beyond this check. It must remain undamaged, unscratched, unaltered and free from signs of use. Return all original product packaging supplied with the order, including the jewellery box, protective bag, tags and included accessories. The original outer mailing carton is not required if suitable protective packaging is used. Each piece must be separately protected to avoid scratching or damage.
Inspection
All returned pieces are inspected after receipt. For change-of-mind returns, we will inspect the item and notify you of the outcome within five business days of receiving the parcel. Refunds are approved once we confirm that the item
meets the applicable change-of-mind conditions. A change-of-mind return may be declined for signs of wear, scratching, damage, alteration, misuse, missing components or failure to meet the return conditions. We will explain any refusal. Faulty, damaged, incorrect or otherwise non-compliant items are assessed separately below.
Return Shipping
For change-of-mind returns, return shipping is at the customer’s expense. Return instructions are provided after approval. If MICHIEL offers a return label, we will confirm its cost and obtain your agreement before providing it. The agreed label cost may be deducted from your refund. Use the tracked shipping method specified in our instructions and retain proof of lodgement. If you arrange your own shipping, you are responsible for the parcel until it is delivered to MICHIEL.
If MICHIEL provides the label or books the carrier, we will manage any carrier claim and take responsibility for loss or
damage in transit once the properly packaged parcel has been accepted by that carrier. Keep your lodgement receipt
and tracking details. You are not responsible for an address or label error made by MICHIEL.
Refunds
Approved refunds are issued to the original payment method. For change-of-mind returns, inspection and notification occur within the timeframe above. We will process an approved change-of-mind refund within 10 business days of
approval. Your bank or payment provider may take additional time to make the funds available. For change-of-mind returns, original delivery charges, if any, are not refundable except where required by law. Refunds arising under the Australian Consumer Law are handled separately below.
Exchanges
MICHIEL does not offer direct exchanges for change-of-mind purchases. If you require a different size or another piece, return the original item in accordance with this policy and place a new order. The new order is subject to stock availability and the price at the time of purchase.
Personalised, custom and made-to-order pieces
Personalised, engraved, custom or made-to-order pieces are not eligible for change-of-mind returns. This exclusion will be identified on the relevant product page before purchase. It does not affect any rights you may have if the item does not meet a consumer guarantee under the Australian Consumer Law.
Sale and final sale items
Unless an item is clearly marked Final Sale before purchase, sale items are covered by the same change-of-mind return conditions set out in this policy. Items clearly marked Final Sale are not eligible for change-of-mind returns. This does not limit rights that cannot be excluded under the Australian Consumer Law.
Faulty, damaged or incorrect items
If your piece is faulty, was damaged before delivery, does not match its description, or is the wrong item, contact MICHIEL with your order details or other proof of purchase and information about the issue. MICHIEL may assess the piece within a reasonable time before providing a remedy.
Under the Australian Consumer Law, a major failure entitles you to choose a refund or replacement. For a minor problem that can be fixed, MICHIEL may provide a free repair within a reasonable time. If the problem cannot or will
not be fixed within a reasonable time, you are entitled to further remedies under that law, which may include a refund or replacement. Other rights, including compensation where applicable, are preserved. When a problem covered by
the Australian Consumer Law is confirmed, MICHIEL will reimburse reasonable return postage costs you have paid. Please retain your postage receipt. The change-of-mind deadlines and requirements for an unworn item or original
packaging do not apply to these claims.
Misuse, tampering and fraud
MICHIEL may request additional information where reasonably necessary to assess a return. Voluntary change-of mind returns may be refused where there is evidence of fraud, misuse, tampering, deliberate damage or abuse of this return policy, subject always to applicable law.
Australian Consumer Law
Nothing in this Return Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law. Our 30-day return period applies to voluntary change-of mind returns only. Consumer rights relating to faulty or non-compliant products are separate and may continue beyond this period.
Requesting a return
Email care@michiel.com.au before sending anything back. Please include your order number or other proof of purchase, the item you wish to return and the reason for your request. We will provide the applicable return instructions.