You purchased the item from an authorised LocketInn outlet or sub-distributor
RETURN & EXCHANGE POLICY
In compliance with Australian Consumer Law, Locketinn Collection is not required to provide a refund or exchange if you make a wrong selection, need a different size or change your mind. This includes payments made with AfterPay.
If there is a major fault with the style or item you’ve purchased, we will offer to repair or replace it where available. If we cannot repair or replace the style, we will offer an online credit note or refund. All claims for faulty styles are assessed on an individual basis, and the outcome of a refund is at Locketinn Collection discretion.
Unfortunately, we do not offer exchanges due to the fast turn over of product. We recommend using your Online Credit Note to purchase an alternative size or product.
Credit Notes have a 12 month expiry date but can be extended if need be. You will be provided with an Online Credit Note less the cost of any postage you paid when placing your order (if postage was applicable).
RETURNS ADDRESS & EMAIL
Please contact Locketinn Collection Team for a returns form before posting back item. If you need to return an item back to us, please send it to the address listed below:
We do not accept responsibility for items that are lost or damaged when being sent back to us (we recommend keeping a copy of the tracking number).
Due to the fast turnover of our stock, we do not provide exchanges or hold styles – we recommend using your online credit to purchase a new size or product.
If you believe your item has a fault, please email our friendly customer service team at firstname.lastname@example.org Upon receiving your request we will handle this with high priority to arrange the best possible course of action.
WHAT CANNOT BE RETURNED?
- Items that are marked as “Final Sale” on the product page description
- Jewellery (Earrings), Gifts From Heaven Urn Pendants – due to hygiene reasons
- Projection Photo Jewellery items cannot be returned unless it is defective or damaged.
*Please note: If the glass on your locket has smashed or your locket has accidentally been damaged, this type of return comes under our lifetime accidental breakage policy.
ACCIDENTAL BREAKAGE POLICY
Accidents happen so at LocketInn we promise to look after you.
We will replace your Glass Locket, Bracelet or Bangle even if it is out of manufactures warranty period (12 months ).
If you break the glass or unintentionally damage your product in any way just return it, pay half the Recommended Retail Price & we will replace it for a new “Like for Like” (must be the same shape, size, finish, colour etc) product.
At LocketInn we don’t believe in making things hard or complicated – so here are our few Conditions.
Glass Lockets, Bracelets or Bangles must have been purchased from a LocketInn store, reseller or on line at www.locketinn.com.au
Customer must produce a receipt of original purchase to take up the lifetime replacement option.
Customer is to pay for shipping both ways.
4. Submitted a request for approval online at www.locketinn.com.au
5. All purchases via Locketinn events or Locketinn Distributor must register before submitting request.
Please note that this is in addition to the Consumer Guarantee.
Its EASY at LocketInn.
MANUFACTURERS FAULTY ITEM
This warranty is offered free of charge by LocketInn.
This warranty is valid only for purchases made from an authorised LocketInn dealer, website or distributor as listed on our website Store Locations. The warranty is non-transferable and is not valid for products purchased from a dealer that is not accredited by LocketInn.
LocketInn warrants to customers who purchase products from an authorised LocketInn dealer will be free of defects in workmanship and materials for the duration of 12 months excluding Chains which carry a 3 month guarantee or otherwise as specified in writing by LocketInn at the time of sale. This warranty is supplementary to the Consumer Guarantee.
The Manufacturer’s Warranty does not cover glass breakage or apply to damage that occurred as a result of abuse or misuse, abnormal service or handling, liquid contact, fire, water, by insects or vermin, damage which may have been caused either directly or indirectly by another product, or if the product has been altered or modified in any way, or if the damage was caused by repairs or service provided or attempted by anyone other than a LocketInn dealer.
If your item is outside of the Manufacturers warranty period and is not covered by the Consumer Guarantee, please refer to our Lifetime Accidental Breakage Policy
Can I Change An Order After I Have Placed It?
Once your order has been processed, it cannot be changed online. However, if your order has not yet been processed for shipping, we may be able to make a change if you contact Customer Care immediately at email@example.com or submit a regard via your account. Be sure to include your order ID number in the email subject line.
Orders received with missing or damaged items must be reported immediately after receiving order. By emailed firstname.lastname@example.org or phoning 0402324276 or for your convenience submit a request through your account at www.locketinn.com.au
All submitted claims will receive a printable address label for your convenience if the item needs returning.
All customer that are submitting a claim must register via www.locketinn.com.au and click on My Account.
At LocketInn, we want you to have a good experience and tell your friends. We pride ourselves on customer service and encourage you to call us if you feel your issue has not been adequately covered below. We openly state our policies regarding Repairs, Replace and Refunds. These policies do not exclude or replace your rights under the Australian Consumer Law, so we have also provided links to the Australian Competition & Consumer Commission (ACCC) where you can further read up on your rights.
Refunds for change of mind
CHANGE OF MIND
If you change your mind or ordered the wrong item, no stress, simply return it within 14 days and we will gladly offer you a store credit to the same value, provided that the following four conditions have been met
RETURNS – What are the Rules for Returns?
In regards to returns, please call our friendly customer service team on 0402 324276 or email email@example.com to explain the nature of your return. If approved you will be provided with Return Authority Number (RAN) which must be included with the returned item along with Proof of Purchase within 30 days.
Please note: If the glass on your locket has smashed, this type of return comes under our lifetime glass replacement policy.
How Do I Package My Return?
You must return your items in the original packaging and include your proof of purchase. The box in which the items were originally shipped can be reused if the size is still appropriate.
We strongly recommend posting your return item using a track-able service if you are posting it. LocketInn will not be held liable if your item is lost or stolen during transit.
Upon receipt of a returned item, a LocketInn customer service team representative will contact you to complete the returns process.
Can I Change An Order After I Have Placed It?
Once your order has been processed, it cannot be changed online. However, if your order has not yet been processed for shipping, we may be able to make a change if you contact Customer Care immediately at firstname.lastname@example.org Be sure to include your order ID in the email subject line.
Resolutions and Further Reading
We pride ourselves on customer service and encourage you to call us if you feel your issue has not been adequately covered above. Our policies do not exclude or replace your rights under the Australian Consumer Law.