Refund policy

Returns and exchanges

Due to the made-to-order nature of our jewellery, we do not offer returns or exchanges for change of mind, including an incorrect size selected when ordering. Please check the product details and sizing guides carefully before placing your order. We do not offer free resizing.

Damaged, faulty or incorrect items

If your item arrives damaged, is faulty, or differs from what you ordered, please contact info@xvilatorre.com or our website chat with your order number, a description of the issue and relevant photographs so we can assess it and arrange an appropriate remedy. If an item is missing from your order, please contact us with the same details.

Please let us know as soon as you become aware of an issue. We may request reasonable additional information to assess your claim. Please contact us before sending an item back so we can provide return instructions.

Your consumer rights

Nothing in this policy excludes your rights under the Australian Consumer Law or other applicable consumer laws. Where required, remedies may include a repair, replacement or refund. For a major failure under the Australian Consumer Law, you may choose a replacement or refund. These rights also apply to sale items and made-to-order products.

We do not charge restocking or service fees for remedies required under consumer law. Where a product is confirmed to have a problem covered by consumer guarantees, we will cover reasonable return shipping costs.

Order cancellations

Because our jewellery is made to order, we do not accept change-of-mind cancellations once an order has been placed. This does not limit any cancellation or other rights you have under applicable consumer law.

This updated policy does not remove any rights or guarantees that applied when an existing order was placed.