RETURNS & EXCHANGES POLICY

At FREVIVA, we are committed to providing high-quality jewellery at exceptional value. We want you to feel confident in every purchase.

As our collection includes both ready-to-ship jewellery and individually sourced or made-to-order fine jewellery, different return conditions apply depending on the product purchased.

Please review our Returns & Exchanges Policy carefully before placing your order.

Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.

30-Day Change of Mind Policy

For eligible ready-to-ship items, we offer a 30-day exchange or store credit policy.

If you change your mind about your purchase, you may return an eligible item within 30 days of purchase or delivery, provided it meets all return conditions outlined below.

Change of Mind Returns

We do not provide cash or original-payment-method refunds for change-of-mind purchases.

Eligible items may be:

• exchanged for another item; or

• returned for store credit.

Any difference in price for an exchange will be payable by the customer.

Store Credit

Store credit does not expire unless otherwise stated at the time it is issued.

Items purchased using store credit remain subject to this Returns & Exchanges Policy.

If an eligible item purchased using store credit is subsequently returned, the applicable amount will be returned as store credit and will not be converted into cash or refunded to another payment method.

Made-to-Order, Customised & Bespoke Jewellery

All made-to-order, personalised, customised and bespoke jewellery is final sale and is not eligible for return, exchange or store credit for change of mind.

This includes, but is not limited to:

• made-to-order fine jewellery;

• engagement rings;

• wedding rings made to order;

• bespoke jewellery;

• Create Your Ring orders;

• jewellery made in a selected metal, stone, size or specification;

• jewellery manufactured specifically for an individual order;

• custom ring sizes;

• resized jewellery;

• engraved or personalised jewellery;

• customised settings;

• custom stone combinations; and

• pieces altered or manufactured specifically at the customer's request.

As these pieces are individually produced or customised specifically for you, they cannot be returned simply because you:

• have changed your mind;

• selected the incorrect size;

• selected the incorrect metal, stone or specification;

• no longer prefer the design;

• have found another item you prefer;

• have found a lower price elsewhere; or

• no longer wish to proceed after production has commenced.

Please review all specifications carefully before approving your order.

This does not affect any rights you may have under the Australian Consumer Law where an item is faulty, defective, materially different from its description or otherwise fails to meet applicable consumer guarantees.

Engagement Rings & Create Your Ring Orders

Engagement rings and Create Your Ring orders are individually produced according to the specifications selected or approved by you.

These may include your:

• centre diamond or gemstone;

• setting design;

• metal type and colour;

• ring size;

• band dimensions;

• side stones;

• engraving; and

• other custom specifications.

Once your order has been confirmed and diamond sourcing, design work or manufacturing has commenced, the order cannot ordinarily be cancelled, exchanged or returned due to a change of mind.

Where a CAD design or other design approval is provided, it is the customer's responsibility to carefully review the design and specifications before providing final approval.

Once final approval is provided, you authorise FREVIVA to proceed with production in accordance with the approved design.

Loose Diamonds & Gemstones

Many of the diamonds and gemstones offered by FREVIVA are individually sourced through our international supplier network.

These stones may be located with suppliers in Australia, the United States, India or other international markets and may be secured specifically for your order.

Because these stones are sourced individually and may need to be returned internationally, different return conditions apply.

Change of Mind Returns for Loose Stones

Where a loose diamond or gemstone is eligible for a change-of-mind return, the return may be subject to:

• the supplying vendor's restocking or return fee;

• insured international return shipping;

• handling or administration charges imposed by the supplying vendor;

• insurance costs;

• applicable shipping charges; and

• other non-refundable costs reasonably incurred in returning the stone to the original supplier.

These applicable costs will be deducted from the amount returned to you.

The exact cost varies depending on the individual stone, supplier and country of origin.

Where reasonably available, FREVIVA will advise you of the applicable supplier return conditions and costs before processing the return.

Not all diamonds or gemstones are eligible for supplier returns.

If a particular stone is non-returnable, final sale or subject to specific supplier conditions, this may be communicated to you before purchase or before the stone is secured.

Conditions for Returning a Loose Stone

To be considered for a change-of-mind return, a loose diamond or gemstone must remain in its original and unaltered condition.

It must also be returned with all accompanying documentation, including any applicable:

• GIA certificate;

• IGI certificate;

• gemmological report;

• laboratory report;

• identification documentation; and

• original supplier packaging where applicable.

A loose diamond or gemstone may not be eligible for a change-of-mind return if it has been:

• set into jewellery;

• altered;

• damaged;

• laser engraved or modified after purchase;

• exchanged or substituted;

• returned without its original grading report or certificate; or

• specifically sold or identified as non-returnable.

Diamonds Secured for an Engagement Ring or Bespoke Order

Where a diamond or gemstone has been specifically secured for an engagement ring, Create Your Ring or bespoke order, the stone forms part of your customised order.

If you request cancellation after the stone has been secured but before manufacturing has commenced, FREVIVA may, at its discretion and subject to the supplier's return policy, attempt to return the stone to the original supplier.

Where the supplier accepts the return, any applicable:

• supplier restocking fee;

• return fee;

• insured international shipping;

• insurance;

• handling charges; and

• other non-refundable supplier costs

may be deducted from the amount returned to you.

If the supplying vendor does not accept the stone for return, the cost of the stone may be non-refundable for change-of-mind purposes.

Once the stone has been set, altered or manufacturing of the jewellery has commenced, the order is generally final sale for change-of-mind purposes.

Conditions for Returns & Exchanges

To qualify for a change-of-mind exchange or store credit, eligible items must meet all of the following conditions.

Proof of Purchase

A valid receipt, order confirmation or order number must be provided.

Condition

Items must be:

• unworn;

• unused;

• undamaged; and

• unaltered.

Original Packaging

Items should be returned with their original packaging and accompanying documentation where reasonably possible.

Resalable Condition

Items must remain in their original resalable condition.

Items showing signs of wear, damage, scratches, alteration, misuse or improper handling may not be accepted as a change-of-mind return.

These conditions relate only to change-of-mind returns and do not limit your rights in relation to faulty products under the Australian Consumer Law.

Earrings & Body Piercing Jewellery

For hygiene and safety reasons, earrings, studs and other body piercing jewellery are final sale for change-of-mind purposes once supplied to the customer.

These items cannot be returned or exchanged simply because you have changed your mind.

This does not affect your rights under the Australian Consumer Law where an item is faulty or otherwise fails to meet applicable consumer guarantees.

Sale, Clearance & Final Sale Items

Items specifically marked Final Sale cannot be returned or exchanged for change of mind.

This may include designated:

• clearance items;

• archive sale items;

• discontinued products; and

• other products specifically identified as Final Sale before purchase.

Promotional pricing or a general sale discount does not automatically make an item Final Sale unless it has been specifically identified as such.

This does not affect your rights under the Australian Consumer Law in relation to faulty products or other failures to meet consumer guarantees.

Incorrect Ring Size

Please take care when selecting your ring size.

For ready-to-ship rings that have not been altered or resized, an exchange may be available where the item otherwise meets our change-of-mind return conditions.

However, rings that have been:

• made specifically to your requested size;

• resized at your request;

• customised;

• engraved; or

• manufactured specifically for you

are considered customised products and are not eligible for change-of-mind return or exchange.

Where available, resizing may be offered as a separate service and may incur an additional fee.

Faulty, Defective or Incorrect Items

FREVIVA stands behind the quality and craftsmanship of our jewellery.

If you believe your item:

• has a manufacturing defect;

• has a workmanship issue;

• has arrived damaged;

• is materially different from its description; or

• is not the item you ordered,

please contact us as soon as reasonably possible after discovering the issue.

Depending on the circumstances and your rights under the Australian Consumer Law, an appropriate remedy may include a:

• repair;

• replacement;

• refund; or

• other remedy available under applicable law.

Supplier restocking fees or change-of-mind return charges will not be used to limit any remedy you are entitled to under the Australian Consumer Law.

Normal Wear & Tear

Fine jewellery is designed to be worn and will naturally show signs of use over time.

Normal wear and tear may include:

• fine scratches to polished metal;

• surface wear;

• gradual changes to the finish of jewellery;

• rhodium plating wearing over time;

• minor wear to claws or settings;

• stretching or wear to chains;

• jewellery requiring professional cleaning;

• jewellery requiring routine tightening or maintenance; and

• other reasonable signs of regular use.

Damage resulting from:

• accidental impact;

• dropping or crushing;

• misuse;

• improper storage;

• chemicals;

• inappropriate cleaning;

• excessive force;

• failure to maintain the jewellery; or

• ordinary wear and tear

is not considered a manufacturing defect.

This section does not limit any rights available to you under the Australian Consumer Law.

Natural Diamonds & Gemstones

Natural diamonds and gemstones are products of nature and may display individual characteristics such as:

• inclusions;

• colour variations;

• tone variations;

• natural growth features;

• pattern variations; and

• other naturally occurring characteristics.

These features are not necessarily defects.

Where a diamond or gemstone is accompanied by an independent grading or gemmological report, the specifications stated on that report form part of the description of the stone.

Product photographs and videos may also appear slightly different depending on lighting, magnification, photography and individual screen settings.

How to Request a Return, Exchange or Make a Claim

Please contact us before returning any item.

Online

Email:

info@freviva.com

or contact us through the Live Chat on our website.

Please provide:

• your order number or proof of purchase;

• the reason for your return or request;

• a description of any issue; and

• clear photographs or videos where relevant.

In some circumstances, we may need to inspect the item before determining whether it qualifies for a return, exchange or other remedy.

Please do not send an item back until return instructions have been provided by our team.

FREVIVA is not responsible for items returned without appropriate tracking or contrary to the return instructions provided.

Return Shipping

Change of Mind

For approved change-of-mind returns or exchanges, the customer is responsible for:

• return shipping costs;

• appropriate tracking and insurance where applicable; and

• any applicable shipping charge for replacement items.

Original shipping charges are not refundable for change-of-mind returns.

For loose diamonds and gemstones, additional international supplier return costs and restocking fees may also apply as outlined above.

Faulty Products

Where an item is confirmed to have a problem and you are entitled to a remedy under the Australian Consumer Law, return shipping and other applicable costs will be handled in accordance with your consumer rights.

Lost or Damaged Return Parcels

We recommend using a tracked shipping service when returning jewellery.

For higher-value jewellery, diamonds or gemstones, appropriate transit insurance should also be used.

For change-of-mind returns, FREVIVA cannot provide an exchange or store credit for an item that is lost or damaged while being returned to us before it has been received.

Processing Times

Once an eligible returned item has been received and inspected, please allow approximately 3–5 business days for an exchange or store credit to be processed.

Loose diamond or gemstone returns may require additional processing time because the stone may need to be received, inspected and accepted by the original supplier before the applicable refund or credit amount can be confirmed.

Where a refund is required or otherwise approved, funds will ordinarily be returned to the original payment method.

Processing times after a refund has been issued may vary depending on your bank, card provider or financial institution.

International Orders

International change-of-mind returns may be subject to additional:

• international shipping charges;

• insurance;

• customs procedures;

• duties;

• taxes; and

• supplier return costs.

Duties, taxes or customs charges paid directly to a government or customs authority may not be refundable by FREVIVA.

Customers are responsible for following the return instructions provided by FREVIVA before sending an international return.

Nothing in this section limits any rights that cannot legally be excluded under applicable consumer law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Returns & Exchanges Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot legally be excluded, restricted or modified.

Our change-of-mind policies are separate from your statutory rights.

Where a product fails to meet an applicable consumer guarantee, the remedy available will depend on the nature and circumstances of the problem and may include repair, replacement, refund or another remedy available under Australian Consumer Law.

Need Assistance?

If you are unsure about:

• ring sizing;

• diamond specifications;

• gemstone selection;

• metal selection;

• customised jewellery;

• whether a product is made to order; or

• whether an item is eligible for return,

we strongly recommend contacting us before placing your order.

Our team will be happy to assist.

FREVIVA
Sydney, Australia

Email: info@freviva.com
Website: freviva.com
Live Chat: Available through our website