Refund policy

14-Day Returns

At SERAPHI, your satisfaction is our top priority. We want you to feel confident when ordering your jewellery. If you change your mind, you may return your item within 14 days of delivery for a refund or exchange.

To qualify for a return:

• Items must be unworn, unused, and in their original condition.

• All original packaging, including boxes, pouches, and certificates (if applicable), must be returned with the item.

• Customers are responsible for the return shipping cost.

• We recommend using a tracked and insured postage service to ensure safe delivery, as we cannot be held responsible for parcels lost in transit.

Please note: This guarantee applies only to jewellery products and excludes accessories such as jewellery cases, stands, and cleaning cloths.

To start a return, please contact us at contact@seraphi.com.au

Sensitive Skin Guarantee

We proudly back our jewellery with our Sensitive Skin Guarantee.

Our pieces are crafted from premium materials such as sterling silver, solid gold, and gold vermeil, and are nickel-free, making them suitable for even the most sensitive skin types. We guarantee that our jewellery will not cause skin irritation or discolouration. Your comfort and confidence mean everything to us. You can wear your SERAPHI pieces knowing they’ve been designed and tested for both beauty and skin safety.

If you experience any unexpected reaction, please contact our customer care team within 30 days of purchase at contact@seraphi.com.au, and we’ll happily arrange a refund or exchange under our guarantee.

To start a return, you can contact us at contact@seraphi.com.au

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at contact@seraphi.com.au

Damage & Issues

Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalised items). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

If more than 15 business days have passed since we’ve approved your return, please contact us at contact@seraphi.com.au.