Refund policy
Unboxing & Returns Conditions
Each piece is individually handcrafted and undergoes detailed quality inspection throughout production and again prior to dispatch.
Due to the nature of our fulfillment and quality assurance process, we require that all customers record a clear, uninterrupted video of the parcel being opened at the time of delivery.
This recording must:
• Begin before the parcel is opened
• Clearly show the sealed packaging
• Continue without pause until the item is fully revealed
This serves as protection for both our customers and our brand in the rare instance of damage or discrepancy during transit.
Return or exchange requests must be submitted within 14 days of the confirmed delivery date (as per tracking). Claims relating to damage, defect, or missing items will require submission of the full unboxing video in order to be reviewed.
Requests submitted without video documentation may not be eligible for assessment.
Return Authorization
Our return address will be provided once a return request has been reviewed and approved in writing.
Returns sent without prior communication and authorisation will not be processed and may be refused or held by customs. In such cases, we are unable to guarantee recovery or refund of the item.
Safety & Hygiene
Each piece is meticulously packaged to protect its condition throughout transit.
Due to hygiene standards and the intimate nature of jewellery, returns or exchanges on jewellery items cannot be accepted. This policy safeguards the quality and integrity of all pieces within our collection.
Wholesale Terms & Conditions
All wholesale orders are produced exclusively for each client and are treated with strict confidentiality.
A 50% deposit is required to commence production. The remaining 50% balance is due upon completion and prior to dispatch.
Shipping costs are calculated separately and will be quoted once the final order weight has been confirmed.
Each wholesale order is custom produced and reserved exclusively for the purchasing client. For this reason, all wholesale sales are final.
Clients are granted a 7-day inspection period from the confirmed delivery date to report any manufacturing defects or transit damage. After this period, the order is considered accepted in full.
Due to the handcrafted and delicate nature of our pieces, appropriate handling and care is required at all times.
Australian Consumer Law
At Gold Ordon, we stand behind the quality and craftsmanship of every piece we create.
Our products come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to repair or replacement if a product fails to meet acceptable quality standards.
Where an item is confirmed to be faulty or not as described, we will cover reasonable return shipping costs.
For change-of-mind returns or voluntary restoration services, return shipping costs remain the responsibility of the customer.
If you have any concerns regarding your purchase, we encourage you to contact us via email so we can assist you promptly.
For any questions relating to returns, exchanges, or wholesale terms, please contact our team at - hello@goldordon.com