Refund policy

Your rights under 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.

Nothing in this policy limits those rights.

Faulty, damaged or wrong items

If your item arrives damaged, faulty, not as described, or is the wrong item:

1. Contact us at accounts@coashell.com within 14 days of delivery.

2. Include your order number and clear photos (or a short video) of the item and the packaging.

3. We will respond within 2 business days.

For a major failure you choose between a full refund or a replacement. For a minor issue we will offer a repair, replacement, or refund. In most cases we will not ask you to post the item back; if we do, we pay the return postage.

Change of mind

We accept change-of-mind returns within 14 days of delivery if the item is unused, in original packaging and in resaleable condition. You pay return postage to our nominated Australian address. Once received and checked, we refund the full price you paid to your original payment method within 5 business days. Items under AUD 15 are excluded from change-of-mind returns because the postage exceeds the item value.

Order cancellation

You can cancel for a full refund any time before your order is dispatched. Email accounts@coashell.com with your order number as soon as possible; most orders are passed to our supplier within 24 hours, after which we cannot stop dispatch. Once dispatched, the change-of-mind terms above apply.

Late delivery

If your order has not arrived within 2 weeks after the end of the delivery window shown on the product page, contact us. You can choose to wait, accept a replacement, or receive a full refund.

Refund timing

Refunds go back to the original payment method. Once processed, allow 5 to 10 business days for your bank or card issuer to show the credit. We cannot refund to a different card or account.

Exclusions

Consumer guarantees do not apply where you simply changed your mind, misused the product, or were told about a specific fault before buying. Earrings and other items with hygiene seals cannot be returned for change of mind once opened.

Disputes

If you are not satisfied with how we handle a problem, you can contact NSW Fair Trading (fairtrading.nsw.gov.au) or the consumer protection agency in your state or territory.

Contact

Email: accounts@coashell.com

Post: PO Box 7614, Bondi Beach NSW 2026