Refund policy

Returns and Refunds

This page was last updated on 14 September 2026.

This page explains two separate things: the rights you have by law, and the additional change-of-mind returns we offer on top of them. Both are set out in full below.

Our returns policy is in addition to your rights under the Australian Consumer Law. Nothing in this policy limits those rights.

1. Your rights under the Australian Consumer Law

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

Major failure. If an item has a problem that would have stopped you buying it had you known, is significantly different from its description, is unsafe, or has a fault that cannot reasonably be fixed, you can choose a refund or a replacement. You may also be entitled to compensation for other reasonably foreseeable loss.

Minor failure. If the problem is minor, we may choose to repair the item, replace it, or refund you, within a reasonable time.

We pay the postage. Where an item is faulty, damaged in transit, or not what you ordered, we cover the cost of returning it. Email support@salveri.com with your order number and a photograph and we will arrange it.

These rights have no time limit beyond what is reasonable for the item concerned. They are not affected by the 30 days window described below.

2. Change-of-mind returns

If you simply do not want the item, you have 30 days from the day you receive it to tell us.

Conditions: the item must be unworn, undamaged, and returned in its original condition and packaging, with any tags still attached. Jewellery that has been worn cannot be accepted for hygiene reasons.

Earrings. For hygiene reasons we cannot accept change-of-mind returns on pierced earrings once the sealed packaging has been opened. This does not affect your rights under section 1 if the item is faulty.

3. How to return an item

Step 1. Email support@salveri.com within 30 days of delivery. Include your order number and tell us which item you are returning and why.

Step 2. We reply within 1 business day with the return address and instructions. Please do not send anything back before you have heard from us. Unannounced parcels can go missing.

Step 3. Send the item within 14 days of our reply. Use a tracked service and keep the tracking number; until the parcel reaches us it remains your responsibility.

4. Return address and postage costs

Returns go to our warehouse:

Keyunda E-commerce Base, Building L4, Unit 104, Bao'an District, Shenzhen 518000, China

For change-of-mind returns you pay the postage. Our warehouse is in China, so international postage applies and the cost can be a significant share of the item price. Please check the cost with your carrier before you send. We want you to know this before you buy, not after.

For faulty, damaged, or incorrect items we pay the postage. Contact us first and we will arrange it.

5. Refunds

Once we have received and checked your return, we refund you within 14 days, to the same payment method you used. We will email you when the refund has been issued.

How long the money takes to appear depends on your bank or card issuer, usually a few business days after we process it.

Original shipping was free, so there is nothing to refund on that side.

6. Exchanges

We do not process direct exchanges, because the item would have to travel to China and back before a replacement could be sent. Return the item under section 2 and place a new order for the one you want. That is faster for you.

7. Items damaged in transit

Photograph the parcel and the item as you received them and email support@salveri.com within a reasonable time of delivery. We will replace or refund the item and cover the return postage. This falls under section 1, not section 2.

8. If you are not satisfied

Email support@salveri.com and we will work with you to put it right. If we cannot resolve it between us, you may contact the Australian Competition and Consumer Commission or your state or territory consumer protection agency.

Business information

This online store is operated by:

Trading name: Salveri
Company name: Lumivaro Limited
Business Registration Number (Hong Kong): 80869010
Address: Flat 5, 4/F, Won Hing Building, 74-78 Stanley Street, Central, Hong Kong

Customer service and contact

Email: support@salveri.com
Contact form: Here

Customer service hours

Monday to Friday: 9:00 am to 5:00 pm AEST/AEDT
Saturday and Sunday: 11:00 am to 4:00 pm AEST/AEDT

We aim to answer every enquiry within 1 business day.