Terms of service
Last updated: October 2026
Overview
Welcome to PAPAIA.
These Terms of Service (“Terms”) govern your use of papaia.com.au, any regional PAPAIA website or storefront operated by us, and any purchases made through our online store.
Throughout these Terms, “PAPAIA”, “we”, “us” and “our” refer to PAPAIA.
PAPAIA is an Australian business and PAPAIA is a registered trade mark in Australia.
Our online store is hosted by Shopify, which provides the ecommerce platform that allows us to offer our products and services to you.
By accessing our website, creating an account or placing an order, you agree to these Terms together with any other policies referenced on our website, including our Privacy Policy, Shipping & Delivery Policy, Returns & Exchanges Policy and Warranty Policy.
If you do not agree to these Terms, please do not use our website or services.
Nothing in these Terms excludes, restricts or modifies any consumer rights or remedies that cannot lawfully be excluded, restricted or modified under applicable law, including the Australian Consumer Law and, where applicable, New Zealand consumer law.
1. Using Our Website
You must use our website only for lawful purposes.
When using our website, you agree not to:
- Use the website in a way that violates any applicable law or regulation
- Attempt to interfere with the security or operation of the website
- Introduce viruses, malicious code or other harmful material
- Attempt to gain unauthorised access to our website, systems or customer accounts
- Copy, reproduce or commercially exploit our website or content without permission
- Use our website in a way that infringes the rights of PAPAIA or any third party
- Provide false, misleading or fraudulent information
- Use our website for fraudulent purchases or other unlawful activity
We reserve the right to restrict or terminate access to our website where we reasonably believe these Terms have been breached or the website is being misused.
2. Accounts & Customer Information
You may be asked to provide information including your name, email address, billing details, shipping address and payment information when placing an order or creating an account.
You agree that the information you provide is accurate, current and complete.
If you create an account, you are responsible for keeping your login details secure and for activity occurring through your account.
You must notify us if you become aware of any unauthorised use of your account.
3. Products
We take care to accurately display and describe our jewellery, including product colours, finishes, sizes, materials and dimensions.
However, colours and appearance may vary slightly depending on your device, screen settings, lighting and photography.
Where jewellery is handmade, individually finished or contains natural materials, minor variations may occur between pieces. These variations do not necessarily constitute a fault.
Product measurements are provided as accurately as reasonably possible, but minor variations may occur.
We may update product information, availability or specifications where reasonably necessary.
4. Product Availability
All products are subject to availability.
Adding an item to your cart does not reserve that item.
We may limit quantities available for purchase where reasonably necessary, including where we reasonably suspect an order is being placed for unauthorised resale or fraudulent purposes.
If a product becomes unavailable after you have placed an order, we will contact you and provide an appropriate solution, which may include a refund for the unavailable item.
5. Orders
When you place an order through our website, you are making an offer to purchase the products in your order.
Your order is confirmed once we accept your order and payment has been successfully processed.
You are responsible for reviewing your order details carefully before submitting your order, including:
- Products and quantities
- Colour or finish selections
- Shipping address
- Contact information
- Delivery method
If you notice an error after placing your order, please contact support@papaia.com.au as soon as possible.
We will do our best to assist, but once an order has entered the packing or dispatch process, changes or cancellations may no longer be possible.
We reserve the right to cancel or decline an order where reasonably necessary, including where:
- A product is unavailable
- There has been an obvious pricing or listing error
- Payment cannot be authorised
- We reasonably suspect fraud or unauthorised activity
- An order breaches these Terms
If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled item or order.
6. Pricing, Currency & Payment
Prices are displayed in the currency shown on the applicable PAPAIA storefront or at checkout.
For Australian customers, prices may be displayed in Australian Dollars (AUD).
For New Zealand customers, prices may be displayed in New Zealand Dollars (NZD) where supported by our storefront.
Applicable taxes, shipping charges and any other charges payable to PAPAIA will be displayed at or before checkout.
Where GST is required to be collected by PAPAIA, it will be included or applied as required by law.
For international orders, additional duties, taxes, customs charges or border fees may apply depending on the destination and the value of the order. Unless expressly stated otherwise at checkout, these charges are the responsibility of the customer.
We may change our prices at any time, but changes will not affect orders that have already been accepted.
From time to time, we may offer discounts, promotional codes or other offers. Promotions may be subject to separate terms, including expiry dates, minimum spends or product exclusions.
Unless otherwise stated, promotional offers cannot be combined.
You agree to provide accurate and authorised payment information when placing an order.
7. Pricing Errors
While we take care to ensure pricing and product information is accurate, errors may occasionally occur.
If we identify an obvious pricing, description or promotional error after an order has been placed, we may contact you before fulfilling the affected item.
Where appropriate, you will be given the option to continue with the corrected information or receive a refund for the affected item.
Nothing in this section limits your rights under applicable consumer law.
8. Shipping & Delivery
Orders are shipped in accordance with our Shipping & Delivery Policy.
Dispatch and delivery timeframes are estimates unless expressly stated otherwise.
Delivery may occasionally be affected by circumstances outside our reasonable control, including carrier delays, severe weather, customs processing, natural disasters or other disruptions.
We will provide tracking information where available.
Please ensure your shipping address is complete and accurate when placing your order.
If you notice an address error, contact us as soon as possible at support@papaia.com.au. We cannot guarantee that an address can be changed once your order has entered the dispatch process.
For New Zealand orders, customs processing or border requirements may affect delivery times.
Nothing in this section limits any rights or remedies available to you under applicable consumer law.
9. Returns & Change of Mind
Change of mind returns are handled in accordance with our Returns & Exchanges Policy.
Eligible full-priced items may be returned within 14 days of delivery for a refund or store credit, provided they meet the conditions outlined in our Returns & Exchanges Policy.
For hygiene reasons, earrings and other pierced jewellery cannot be returned or exchanged for change of mind.
Sale items and gift cards are also subject to the exclusions set out in our Returns & Exchanges Policy.
These change of mind conditions do not limit your rights where an item is faulty, damaged, incorrectly supplied or otherwise fails to meet applicable consumer guarantees.
10. Faulty or Incorrect Items
Every PAPAIA piece is carefully checked before dispatch.
If you believe an item is faulty, damaged or incorrect, please contact support@papaia.com.au with:
- Your order number
- A description of the issue
- A clear short video showing the issue
We may request additional information where reasonably necessary to assess the issue.
Where a product does not meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances and the applicable law.
Please refer to our Returns & Exchanges Policy and Warranty Policy for further information.
11. PAPAIA 12-Month Warranty
PAPAIA jewellery is covered by our 12-month warranty against manufacturing defects, beginning from the date of delivery.
The warranty covers defects arising from materials or workmanship.
It does not cover issues resulting from circumstances such as:
- Accidental damage
- Impact or excessive 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
- Damage caused by failure to follow our care recommendations
Full details, including how to make a claim, are available in our Warranty Policy.
Our 12-month warranty is provided in addition to any rights and remedies available to you under applicable consumer law.
The expiry of our 12-month warranty does not necessarily mean that your statutory consumer rights have ended.
12. Australian Consumer Rights
For purchases covered by the Australian Consumer Law, our goods come with consumer guarantees that cannot be excluded by these Terms.
Nothing in these Terms, our Returns & Exchanges Policy, Warranty Policy or any other PAPAIA policy is intended to exclude, restrict or modify a consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
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.
13. New Zealand Consumer Rights
Where PAPAIA supplies products to consumers in New Zealand and New Zealand consumer law applies, your statutory rights are not excluded or limited by these Terms.
This may include rights under the Consumer Guarantees Act 1993 and protections under the Fair Trading Act 1986.
These laws may provide guarantees relating to matters including acceptable quality, fitness for purpose, matching descriptions and delivery.
If a product fails to meet an applicable guarantee, you may be entitled to a remedy such as repair, replacement or refund depending on the circumstances.
Our change of mind policy and our 12-month warranty are separate from, and do not replace, any statutory rights you may have under New Zealand law.
14. Promotions & Discount Codes
From time to time, PAPAIA may offer promotional discounts, offers or discount codes.
Unless otherwise stated:
- Promotional codes must be entered at checkout
- Only one promotional code may be used per order
- Promotions cannot be applied retrospectively to completed orders
- Promotions have no cash value
- Promotions may be subject to minimum purchase requirements, product exclusions or expiry dates
- Promotional offers are subject to availability
Additional terms may apply to individual promotions and will be displayed alongside the relevant offer.
Where promotional terms conflict with these Terms in relation to that specific promotion, the promotional terms will apply.
15. Gift Cards
PAPAIA gift cards, where offered, may be subject to additional terms displayed at the time of purchase.
Gift cards cannot be redeemed for cash except where required by law.
Any expiry period will comply with applicable law.
16. Intellectual Property & Trade Marks
PAPAIA is a registered trade mark in Australia.
Unless otherwise stated, all intellectual property appearing on our website is owned by PAPAIA or used by us with permission.
This includes, without limitation:
- The PAPAIA name and registered trade mark
- PAPAIA logos and brand assets
- Product names
- Product photography and videos
- Graphics and artwork
- Website design
- Written copy
- Product descriptions
- Packaging designs
- Other original PAPAIA content
Our trade marks and other intellectual property are protected under applicable intellectual property laws.
You may access and use our website and its content for personal, non-commercial purposes only.
You must not, without our prior written permission:
- Use, reproduce or imitate the PAPAIA name, trade mark or logos
- Reproduce, copy, modify, distribute or republish our photography, videos, graphics, written content or other intellectual property
- Use our intellectual property for commercial purposes
- Use PAPAIA branding in a way that falsely suggests an association with, endorsement by or connection to PAPAIA
- Register or attempt to register a business name, domain name, social media account, trade mark or other identifier that unlawfully infringes PAPAIA's intellectual property rights
Nothing in these Terms transfers ownership of the PAPAIA trade mark or any other PAPAIA intellectual property to you.
Except where expressly permitted by us in writing or by law, no licence or right to use our intellectual property is granted.
All rights are reserved.
17. Reviews, Photos & Other Content You Submit
If you submit a review, photo, video, comment or other content to PAPAIA or through a review platform used on our website, you confirm that:
- The content is truthful and reflects your genuine experience
- You have the right to submit the content
- The content does not infringe another person's intellectual property or privacy rights
- The content is not unlawful, defamatory, abusive or misleading
Where you submit content for publication, you grant PAPAIA a non-exclusive, worldwide, royalty-free licence to use, reproduce and display that content in connection with our website, marketing, social media and promotion of PAPAIA.
You retain ownership of your original content.
We may moderate or remove content where we reasonably consider it unlawful, misleading, offensive, fraudulent or in breach of these Terms.
18. Third-Party Services & Links
Our website may contain links to third-party websites or use services provided by third parties, including payment providers, delivery services, review platforms and social media platforms.
These third parties may operate under their own terms and privacy policies.
PAPAIA is not responsible for third-party websites or services that are outside our control.
However, nothing in this section excludes any responsibility PAPAIA has under applicable law in connection with products or services we supply to you.
19. Shopify
Our online store is hosted by Shopify.
Shopify provides the ecommerce platform that enables us to offer our products to you, but purchases made from the PAPAIA store are transactions between you and PAPAIA.
Your use of certain Shopify functionality may also be subject to Shopify's applicable terms and privacy practices.
20. Privacy
We handle personal information in accordance with our Privacy Policy and applicable privacy laws.
Because our store is hosted by Shopify and uses third-party service providers, some personal information may be processed by Shopify or other service providers that assist us with functions such as payment processing, order fulfilment, analytics, marketing and customer support.
Some service providers may process information outside Australia or New Zealand.
Please review our Privacy Policy for more information about how personal information is collected, used and disclosed.
21. Website Availability
We aim to keep our website available and functioning correctly, but we cannot guarantee that access will always be uninterrupted or error-free.
We may temporarily suspend or restrict parts of the website for maintenance, updates, security or other operational reasons.
To the extent permitted by law, we are not responsible for loss arising solely from website outages, third-party network failures or events outside our reasonable control.
Nothing in this section limits liability that cannot lawfully be excluded.
22. Limitation of Liability
Nothing in these Terms excludes, restricts or modifies any consumer guarantee, statutory right or remedy that cannot lawfully be excluded or limited.
To the extent permitted by law, PAPAIA will not be liable for losses that were not reasonably foreseeable or that were caused by circumstances outside our reasonable control.
Where applicable consumer law provides you with rights or remedies, those rights and remedies continue to apply regardless of anything stated in these Terms.
23. Indemnity
To the extent permitted by law, you are responsible for loss suffered by PAPAIA as a direct result of your unlawful use of our website, your material breach of these Terms or your infringement of another person's rights.
This section does not require you to indemnify PAPAIA for loss caused by PAPAIA's own negligence, misconduct, breach of these Terms or breach of applicable law.
24. Severability
If any part of these Terms is found to be unlawful, invalid or unenforceable, that part will be severed to the minimum extent necessary.
The remaining provisions will continue to apply.
25. No Waiver
If we do not immediately enforce a right under these Terms, that does not mean we have waived that right.
26. Governing Law
PAPAIA is based in Queensland, Australia.
These Terms are governed by the laws of Queensland, Australia and applicable Commonwealth laws of Australia.
Subject to any rights you may have under applicable consumer protection laws, you and PAPAIA submit to the jurisdiction of the courts of Queensland and courts entitled to hear appeals from those courts.
If you are a consumer outside Australia, including in New Zealand, nothing in this section is intended to exclude, restrict or modify any mandatory rights or protections that apply to you under the laws of the country in which you are purchasing from PAPAIA.
27. Changes to These Terms
We may update these Terms from time to time to reflect changes to our business, website, policies, services, markets or applicable laws.
The latest version will always be available on this page.
Changes will apply from the date the updated Terms are published unless otherwise stated.
Changes will not retrospectively remove rights that have already arisen in relation to an existing purchase.
28. Contact Us
If you have any questions about these Terms, please contact us at:
PAPAIA
Email: support@papaia.com.au
Website: papaia.com.au
ABN: 1413 2619 120