Last updated: November 2025
At GraceBalance Sydney, we want every customer to feel confident and satisfied with their purchase.
We follow the Australian Consumer Law (ACL), which provides guarantees that our products will be of acceptable quality, match their descriptions, and be fit for purpose.
1. Eligibility for Returns
You may request a return within 30 days after receiving your order if:
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The item is unused, unworn, and in original packaging
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You have proof of purchase (order number or receipt)
If 30 days have passed since delivery, unfortunately we can’t offer you a refund or exchange unless the product is faulty.
2. How to Request a Return
Please contact info@gracebalance.com with:
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Your full name and order number
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Reason for return (optional photo if defective)
Once approved, you’ll receive instructions on how and where to send your return.
3. Refunds
Once we receive your item, it will be inspected.
If approved, your refund will be processed within 14 business days and credited to your original payment method.
You’ll receive a confirmation email once the refund has been completed.
4. Faulty or Damaged Items
If you receive a damaged or defective item, please contact us immediately with photo evidence.
We’ll offer either a free replacement or full refund at no additional cost.
5. Exchange Policy
If you prefer to exchange your item for another product, please email info@gracebalance.com.
You may exchange within the 30-day window, subject to stock availability.
6. Non-Returnable Items
For hygiene reasons, we cannot accept returns on worn jewelry unless faulty.
Custom-engraved or personalised products are also non-refundable.
7. Shipping Costs for Returns
Unless the item is defective or sent in error, customers are responsible for return shipping costs.
We recommend using a trackable shipping method, as we cannot guarantee receipt of returned items without tracking.
8. Contact
If you have any concerns about your order, or would like to start a return or refund, please contact us at info@gracebalance.com.
Our team will respond within 24–48 hours during business days.