Privacy policy

Oraculi Refund Policy

Thank you for choosing Oraculi products. To ensure a transparent trading experience, please carefully read the following terms before placing an order.

1. Transaction Categories and Qualifications

Under Article 35 of the United Nations Convention on Contracts for the International Sale of Goods (CISG), products that involve irreversible creative processes such as personalized engraving and ring customization (including but not limited to wedding rings and high-end custom jewelry) are considered final sales once the production order is confirmed. As such, the general return terms do not apply.

However, if there are workmanship defects or discrepancies with the order parameters, customers must submit a "Product Defect Report" to [email protected] within 48 hours.

Remedies: Manufacturing defects can be recast free of charge within 30 days.

2. Standard Series Returns

To return a product from our Standard Series, the following conditions must be met:

  • Product must be unworn, with the original inspection certificate.

  • Return must be initiated within 14 calendar days after receipt.

  • Provide the order number and product serial number.

  • A high-definition defect proof video (≥15 seconds).

  • Electronic signature of "Unused Status Guarantee".

  • Original tamper-proof display box.

  • Complete security label with unique SKU identification code.

  • Sealed anti-rust packaging bag.

3. Prohibited Return Situations

We do not accept returns in the following situations:

  • Human damage or oxidation traces (determined according to the "International Standard for the Maintenance of Precious Metal Products" ISO 4538-2023).

  • Missing supporting certificates, such as gem appraisal certificates or precious metal purity cards.

  • Overdue application (based on the timestamp of the logistics receipt).

  • Customized services, such as engraving or chain length adjustment.

As per Article 20 of the EU Consumer Rights Directive, we only accept mandatory recalls due to transportation damage or wrong delivery of goods.

4. Returns Process

To initiate a return, please follow these steps:

  • Document the issue with a time-stamped photo/video.

  • Submit your claim within 72 hours to [email protected]

  • Await certification from our gemology team.

Required documents:

  • Purchase invoice with marking details.

  • Secure packaging that meets shipping standards.

  • Completed return checklist.

5. Financial Reconciliation

Refund Processing Time:

  • Standard Approval: 5-7 business days after quality assurance inspection.

  • Bank Settlement: 10 business days after book reconciliation.

6. Dispute Resolution Channels

In accordance with Australian Consumer Law, customers can use the following channels for disputes:

  • Mediation: NSW Fair Trading (13 32 20)

  • Arbitration: Mediation Authority (1300 663 863)

  • Legal Recourse: NSW Magistrates Court - Small Claims

For any return issues or questions, please feel free to contact us at [email protected].