Return & Exchange Policy

Last updated: 10 November 2025

Thank you for shopping with us. We want you to be fully satisfied with your purchase. This Return & Exchange Policy explains when you may request a return, replacement, or refund.

This Policy applies to all retail customers.

Wholesale buyers should refer to our Wholesale Terms.

1. Australian Consumer Law (ACL)

Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

You are entitled to a replacement, repair, or refund if the item is:

  • Faulty or defective
  • Not as described
  • Significantly different from what was shown
  • Not fit for its intended purpose

Nothing in this Policy limits your rights under the ACL.

2. Change-of-Mind Returns

We accept change-of-mind returns only if all conditions are met:

2.1 Eligibility

  • Item must be unused
  • In original packaging
  • With all accessories & labels
  • Returned within 14 days of delivery

2.2 Not eligible if:

  • Item has been used
  • Item is damaged after delivery
  • Packaging missing or altered
  • Customised, personalised, or made-to-order items
  • Earrings or body-contact jewellery (for hygiene reasons)
  • Clearance of “final sale” items

Change-of-mind returns are refunded as store credit unless otherwise stated.

3. Damaged or Defective Items

If your item arrives damaged, faulty, or incorrect, please contact us within 5 Business days of delivery at info@woodvir.com.

Please include:

  • Order number
  • Photos or videos of the issue
  • A description of the problem

We will offer:

  • Replacement
  • Store credit
  • OR refund to the original payment method

depending on the situation.

4. Exchanges

We offer exchanges for:

  • Wrong colour
  • Wrong variant
  • Changed decision (if eligible under Section 2)

Exchange shipping costs:

  • Customer pays return shipping
  • We cover the cost of sending the replacement item (valid for retail orders)

5. Non-Returnable / Non-Refundable Items

The following items cannot be returned or refunded:

  • Custom or personalised items (including branded / engraved / special-order)
  • Bulk or wholesale orders
  • Earrings or boly jewellery (hygiene law)
  • Clearance or discounted items
  • Items damaged due to misuse
  • Items without order proof
  • Gift cards

6. Return Shipping

6.1 For change-of-minde returns:

Customer is responsible for return shipping costs.

6.2 For faulty or incorrect items:

We will cover or reimburse return shipping (subject to approval).

6.3 Conditions

Returned items must be securely packaged.

We are not responsible for items lost or damaged in return transit.

7. Refunds

7.1 Refunds are issued:

  • To the original payment method
  • Within 5-10 business days after we receive and inspect the item

7.2 Refunds may be rejected if:

  • The item is not in original condition
  • Signs of wear or use are present
  • Parts, accessories, or box are missing
  • The return was not approved by us prior to shipment

8. Order Cancellation

Orders cannot be cancelled after they have been:

  • Shipped
  • Processed
  • Packed
  • Or are custom-made

If you need to cancel before processing, contact us immediately at info@woodvir.com.

9. Return Process

  1. Email info@woodvir.com
  2. Provide order number + photos + reason
  3. Wait for approval & instructions
  4. Ship the item to the address provided
  5. We inspect the retuned item
  6. Refund / store credit / replacement is issued

10. Wholesale Orders

Wholesale orders are NOT ELIGIBLE for:

  • Change-of-mind returns
  • Cancellations after production begins
  • Refunds for unsold stock

Damage or shortage claims must be reported within 5 business days. (Details in our Wholesale Terms.)

11. Contact Us

For all return enquiries:

Email: support@southamcros.com

Company: South Macros Investment Pty Ltd