Returns, Refunds & Warranty

We hope you love your PAPAIA pieces. If something isn’t quite right, you can request a return within 14 days of delivery.

Change of Mind Returns

Eligible items may be returned for a refund or store credit within 14 days of delivery, provided they are:

• Unworn and unused
• In their original condition
• Returned with their original packaging

To request a return, email support@papaia.com.au within 14 days of delivery with:

• Your order number
• The item(s) you would like to return
• Your reason for returning
• Your preference for a refund or store credit

All change of mind returns must be approved by PAPAIA before being sent back. Returns sent without prior approval may not be accepted.

We do not offer direct exchanges. If you would like a different item, you can return your eligible item and place a new order separately.

Earrings & Pierced Jewellery

For hygiene reasons, earrings and other pierced jewellery cannot be returned or exchanged for change of mind.

This does not affect your rights if an item is faulty, damaged, incorrect or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

Final Sale Items & Gift Cards

Items marked as Final Sale cannot be returned for change of mind.

Promotional offers applied to otherwise full-priced items are not considered Final Sale unless stated otherwise and may be returned in accordance with this policy.

Gift cards are non-refundable, except where required by law.

These exclusions apply to change of mind returns only and do not affect your rights under the Australian Consumer Law.

Promotional Orders

If your order was placed using a promotion, including multi-buy or percentage-off offers, any approved change of mind return will be recalculated based on the items you choose to keep.

If returning an item means your remaining order no longer meets the conditions of the original promotion, the discount will be adjusted accordingly. Your refund will reflect the recalculated order total and may therefore differ from the price shown for the returned item.

For promotions where a discount is applied to the lowest-priced eligible item, such as our “Buy 2, get 25% off the second item” offer, the promotion will be reapplied to the remaining eligible items before your refund is calculated.

Sets & Bundles

For change of mind returns, items purchased as part of a set or bundle must be returned together as a complete set, including any original packaging, cards or pouches supplied with the order.

Return Shipping

Return shipping for change of mind returns is at the customer’s expense.

Please return your parcel using a tracked shipping service and email the tracking number to support@papaia.com.au as proof of return.

PAPAIA is not responsible for change of mind return parcels that are lost in transit.

Original shipping charges are non-refundable for change of mind returns.

Refunds

Once your return has been received and inspected, we’ll let you know when your refund or store credit has been processed.

Approved refunds will be issued to the original payment method. Processing times may vary depending on your payment provider.

Faulty, Damaged or Incorrect Items

Every PAPAIA piece is carefully checked before being sent. If you believe an item is faulty, damaged or different from what you ordered, please email support@papaia.com.au with:

• Your order number or other proof of purchase
• A description of the issue
• A clear, short video showing the issue where reasonably possible

We’ll assess the issue and work with you on the appropriate resolution.

If an item is confirmed to have a fault, PAPAIA will reimburse any reasonable return postage costs incurred in making the claim. Please keep your postage receipt so these costs can be reimbursed.

Your rights in relation to faulty products are not limited to the 14-day change of mind return period or our 12-month warranty.

12-Month Warranty

PAPAIA jewellery is covered by a 12-month warranty from the date of delivery against manufacturing defects in materials or workmanship.

This warranty is provided by:

PAPAIA
Email: support@papaia.com.au

What Our Warranty Covers

Manufacturing defects may include faults with a clasp, connection, link or other component resulting from the manufacture or workmanship of the jewellery.

If a manufacturing defect covered by this warranty appears within 12 months of delivery, please contact us to make a warranty claim.

Once the item has been assessed and the claim approved, PAPAIA will provide an appropriate remedy, which may include repair, replacement or refund depending on the nature of the fault and the circumstances.

What Our Warranty Does Not Cover

Our 12-month warranty does not cover damage resulting from:

• Accidental damage
• Impact or heavy force
• Snagging or jewellery becoming caught
• Stretching or deformation caused by wear or force
• Loss or theft
• Misuse or improper handling
• General wear and tear
• Failure to follow our care recommendations

These exclusions relate to PAPAIA’s voluntary 12-month warranty and do not exclude or limit any rights you may have under the Australian Consumer Law.

Making a Warranty Claim

To make a claim under our 12-month warranty, email support@papaia.com.au within 12 months of delivery with:

• Your order number or other proof of purchase
• A description of the issue
• A clear, short video showing the fault where reasonably possible

Each claim will be assessed based on the nature of the issue and the condition of the jewellery.

If your warranty claim is approved, PAPAIA will reimburse reasonable postage costs incurred in returning the item where a return is required. Please keep your postage receipt so these costs can be reimbursed.

The benefits provided by PAPAIA’s 12-month warranty are in addition to any other rights and remedies available to you under the Australian Consumer Law.

Australian Consumer Law

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

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.