Refund policy

 

Refund & Return Policy

At Loanya, we are committed to providing high-quality personalised jewellery and excellent customer service. The following policy outlines your rights under the Australian Consumer Law (ACL) and the New Zealand Consumer Guarantees Act (CGA), as well as our voluntary returns policy for non-personalised items.

1. Voluntary Returns – Non-Personalised Products

We offer a voluntary 14-day return policy for non-personalised items. You may return eligible products within 14 days of delivery, provided they are:

  • Unused and in original, resaleable condition
  • Returned in their original packaging
  • Accompanied by proof of purchase (order number)

Please note: The cost of return shipping is the responsibility of the customer. Original shipping costs are non-refundable.

To initiate a return, please contact our customer service team by email at info@loanya-au.com with the following:

  • Your order number
  • Reason for return
  • Confirmation that the item is unused and in original condition

Returns must be sent to Swiss Commerce & Consulting GmbH, Risegg 1, 9422 Staad SG, Switzerland once your return request is approved.

2. Personalised Products

As our personalised jewellery is custom-made to your specifications, these items are excluded from return or exchange, unless required under the Australian Consumer Law.

3. Faulty or Incorrect Items

If your item arrives damaged, faulty or not as described, you are entitled to a repair or replacement under the Australian Consumer Law (ACL) or the New Zealand Consumer Guarantees Act (CGA).

To report an issue, please contact us by email at info@loanya-au.com within a reasonable time after delivery and include:

  • Your order number
  • A detailed description of the issue
  • Clear photos of the item and packaging

We will assess your claim and, if the item is confirmed as faulty or incorrect, we will provide a repair or replacement at no cost to you, including return shipping if applicable.

4. Refunds

Refunds are only offered in exceptional cases where a repair or replacement is not possible. Any approved refund will be processed to your original payment method within 14 days of confirmation.

5. Contact

For all return or warranty enquiries, please contact:

Loanya Customer Service
📧 info@loanya-au.com