Refund Policy

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Effective Date: 19 July 2026

At Double 20, we want you to be confident in your purchase. This Refund Policy explains your rights and our procedures regarding returns, refunds, exchanges, and damaged or faulty products.

By placing an order through our website, you agree to this Refund Policy.

1. Business Information

Business Name: Double 20

Location: Perth, Western Australia, Australia

Email: contact@double20.com.au

We ship jewellery products to customers in Australia, the United States, Canada, Europe, and other international destinations.

2. Change of Mind Returns

We accept returns for change of mind, provided that:

• The return request is made within 30 days of receiving your order.

• The item is unused, unworn, and in its original condition.

• The item is returned in its original packaging, including any tags, pouches, boxes, or certificates provided.

• The item shows no signs of wear, damage, alteration, or misuse.

Customers are responsible for all return shipping costs unless the item is faulty, damaged, or incorrect.

Original shipping charges are non-refundable unless required by applicable law.

3. Items Not Eligible for Return

For hygiene and safety reasons, the following items cannot be returned unless they are faulty or required by law:

• Earrings that have been worn or removed from their sealed packaging (where applicable).

• Personalised or custom-made jewellery.

• Engraved items.

• Gift cards.

• Clearance or final sale items (unless faulty or required by law).

4. Faulty, Damaged or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

Please include:

• Your order number.

• A description of the issue.

• Clear photographs showing the item and any damage.

• Photographs of the packaging where applicable.

If the item is confirmed to be faulty, damaged, or incorrect, we will, where appropriate:

• Replace the item.

• Repair the item where possible.

• Provide a full or partial refund.

• Cover reasonable return shipping costs where required.

5. Australian Consumer Law

Nothing in this Refund Policy excludes or limits your rights under the Australian Consumer Law (ACL).

If you are an Australian customer, you are entitled to a replacement, repair, or refund where goods have a major failure or otherwise as required under the ACL.

6. International Customers

Customers outside Australia may also have additional consumer rights under the laws of their country of residence.

Nothing in this policy is intended to limit any mandatory legal rights that cannot be excluded under applicable consumer protection laws.

7. Return Process

To request a return, please contact us at:

Email: contact@double20.com.au

Please include:

• Your name.

• Order number.

• Reason for the return.

• Photographs if the item is faulty or damaged.

Do not return products until you have received return instructions from us.

Unauthorised returns may delay processing.

8. Return Shipping

Unless the return relates to a faulty, damaged, or incorrect item, customers are responsible for:

• Return postage costs.

• Any customs duties or import charges associated with returning international orders.

We recommend using a tracked and insured shipping service, as we cannot accept responsibility for returns lost or damaged during transit.

9. Refund Processing

Once we receive and inspect your returned item, we will notify you of the outcome of your refund request.

If approved, refunds will be processed to the original payment method used for the purchase.

Please allow up to 10 business days for the refund to be processed after approval. Processing times may vary depending on your payment provider or financial institution.

10. Exchanges

If you wish to exchange an item for a different size, colour, or style (where applicable), please contact us within 30 daysof receiving your order.

Exchanges are subject to product availability.

If the requested item is unavailable, we may offer a refund or store credit where appropriate.

11. Order Cancellations

Orders may only be cancelled before they have been processed or dispatched.

Once an order has been shipped, it cannot be cancelled and must instead follow the return process outlined in this policy.

12. Refused Deliveries

If a customer refuses delivery or fails to collect an order that is returned to us, any refund issued may be reduced by:

• Original shipping charges.

• Return shipping fees.

• Customs duties, taxes, or handling charges incurred by Double 20.

13. Contact Us

If you have any questions about this Refund Policy or need assistance with a return, please contact us:

Double 20

Perth, Western Australia, Australia

Email: contact@double20.com.au