Refund Policy & Warranty
Gift Exchange, Returns & Refund Policy
At Prilla, we take pride in the quality of our jewellery and believe that each piece should be a cherished keepsake. Our exchange and returns policy reflects this commitment.
Change of Mind
Prilla allows customers to exchange their jewellery within 14 days of the original purchase for any reason, no questions asked. Please note that due to Health and Hygiene Laws, earrings and body jewellery cannot be exchanged, regardless of whether they have been worn or not.
To be eligible for a change of mind return, your item(s) must be unused and in the same condition as when you received them. Items must also be returned in their original packaging within 14 days of the purchase date. Shipping costs for change of mind returns will not be refunded. Please choose carefully, as Prilla is not obligated to issue a refund for change of mind purchases.
Prilla Warranty
Prilla offers a three-month warranty on all faulty jewellery from the date of purchase.
Faulty jewellery includes:
- Broken chains, clasps, or stones
- Manufacturer errors that affect usability
- Discoloration (does not include fading from exposure to water)
Please note that transactions outside of the three-month warranty period cannot be returned or exchanged due to faults. To be eligible for a warranty exchange or return, you must provide proof of purchase along with the item. Unfortunately, we cannot accept returns or exchanges for lost items.
All metals naturally oxidize over time, a process that can be influenced by how the jewellery is cared for. To help your pieces last, please refer to our jewellery care advice.
How to Make a Return
If you need to return a product purchased from our website, you can exchange it for another item or receive a Prilla gift card if returned within 30 days of dispatch. To request a return, please email us at prilla.com.au@gmail.com with your reason for the return and your order number.
If your return is approved, we will provide you with return instructions via email. Please note that, unless the item is deemed faulty, return shipping costs will be the responsibility of the customer. You can choose to receive a refund back to your original payment method or an online credit for the value of the returned product(s).
Once your return is received and inspected, we will send you a courtesy email to confirm that we have processed your return.
In-Store Purchases
For jewellery purchased in-store, please return to the original location of purchase to process your exchange or return. A receipt and the item being returned or exchanged are required.
If you have any questions, feel free to reach out to us at prilla.com.au@gmail.com