Refund policy

Each of our jewelry pieces is handcrafted with care and produced in small batches. Due to the nature of handmade production, we do not offer refunds for change-of-mind purchases. However, we are happy to offer store credit or exchanges in accordance with the policy below.

Return Eligibility

We accept returns on full-priced items for store credit or exchange only if returned within 14 days of receiving your order.

To be eligible for a return:

• Items must be unworn, unused, and in original condition
• All original packaging must be included (boxes, tags, and any complimentary gifts)
• Items must show no signs of wear, alteration, or damage

Please note that natural variations in colour, texture, shape, or finish are inherent to handcrafted jewelry and are not considered defects.

Non-returnable Items

We cannot accept returns or exchanges on 

• Earrings for change-of-mind reasons, due to hygiene considerations.
• Sale items
• Gift cards are non-refundable and cannot be canceled.

Items purchased using a discount code or during a sitewide promotion are still eligible for return, provided they meet all return conditions.

Bundle Purchases

For items purchased as part of a bundle:

• Returned together: Store credit or exchange will be issued for the full bundle value
• Returned separately: Store credit will be issued proportionally based on the individual item’s original price

How do I make a return?

To initiate a return or exchange, please email us at info@pqraft.com within 14 days of receiving your order, including:

• Your Order Number
• Item(s) requesting to be returned or exchanged
• The reason for the return

We may request additional information or photos to assist with your request.

Once your return has been received, please allow up to 5 business days for processing. You will receive a confirmation email once your store credit or exchange has been issued.

Do I need to cover the return shipping cost?

While we are happy to offer store credit or exchanges for eligible returns, we do not cover the cost of return shipping. You will be responsible for the return shipping cost and providing a tracking number for proof of return.

Faulty or Incorrect Items

If you believe your item is faulty, damaged, or incorrect, please contact us at info@pqraft.com with your order number and clear photos of the issue. We will assess your claim and provide a remedy in accordance with Australian Consumer Law, which may include a repair, replacement, store credit, or refund depending on the nature of the issue.