Refund policy

Returns & Refund Policy

At MXW Jewellery, we want you to love your purchase. If something isn’t right, we’ll do our best to help. Please review our return and exchange guidelines below.

Engraved Jewellery

All engraved items are final sale. As these pieces are custom-made, they cannot be returned or exchanged unless faulty.

Ready-Made & Build Your Own Jewellery

Australia Orders

  • ✅ We accept returns for both defective and non-defective items (change of mind).
  • 📩 Contact us at info@mxwjewellery.com within 7 days of receiving your order.
  • 📦 Items must be returned within 30 days, unused and in original packaging.
  • 💳 You may choose a refund or replacement.
  • 🚚 Return shipping costs: For change of mind returns, the customer pays return postage. For faulty or incorrect items, MXW Jewellery covers return postage.
  • 🔄 Return process: To start a return, email us at info@mxwjewellery.com. We’ll guide you through the steps and provide the return address.

New Zealand Orders

  • ❌ Change of mind returns are not accepted.
  • ✅ If your jewellery arrives faulty, damaged, or incorrect, you are eligible for a refund or replacement.
  • 📩 Please email us within 7 days at info@mxwjewellery.com with a clear photo of the issue.

Order Changes & Cancellations

  • 🕒 Orders may be cancelled or updated free of charge if they haven’t shipped.
  • ⚠️ For engraved items in production, cancellations may not be possible. A rework fee may apply if edits can be made.

Damaged or Incorrect Items

  • 🔧 If your order arrives damaged or not as described, we’ll make it right.
  • 📩 Email us within 7 days with a photo of the issue at info@mxwjewellery.com.
  • 💡 We will repair, replace, or refund at no additional cost.

Refund Timeline

Refunds are processed within 3 business days after we receive and verify the returned item, using your original payment method.

If you have any questions, please contact us. We’re here to help.

No Restocking Fees

We do not charge restocking fees. Your happiness is what matters most.

If you have any questions, feel free to contact us. We’re happy to assist! 💖