Home TEST Returns Policy [HIDDEN]

TEST Returns Policy [HIDDEN]

Returns & Exchanges

We want you to love your purchase. Choose an option below for online returns, in-store exchanges, policy information or frequently asked questions.

Return via Post (Online Returns)

Eligible online purchases can be returned within 30 days of delivery. Items must meet the eligibility conditions below and be returned with proof of purchase, original packaging and relevant paperwork.

Australia Post return postage is $10.95 for change-of-mind returns. The return postage charge is waived where the item is confirmed as faulty or an incorrect item was sent.

How to return online items

Once you have checked your item is eligible, follow these four steps.

Start an online return
Step 1
Start your return

Open the Grahams Australia Post return portal and enter your return details.

Print or collect return label
Step 2
Choose your label option

Print your label at home, or use the emailed barcode at a Post Office if you do not have a printer.

Pack your return
Step 3
Pack your item

Include the original packaging, tags, paperwork, certificates and manuals that came with your purchase.

Lodge your parcel
Step 4
Send it back

Attach the label and lodge your parcel with Australia Post, or present the barcode at a Post Office.

Important: Please package your item securely. Returned items are assessed before a refund or other outcome is processed.

Online return eligibility & exclusions

Eligible returns

  • Return lodged with Australia Post within 30 days of delivery.
  • Item is unworn, unused and in new condition.
  • No scratches, damage or signs of wear.
  • Proof of purchase, original packaging and required paperwork are included.

Items not eligible

  • Earrings and body jewellery for hygiene reasons.
  • Rings that have been resized.
  • Engraved, personalised, custom or made-to-order items.
  • Watches or smartwatches that have been resized, damaged, device-connected/locked or otherwise altered, unless being assessed as faulty.

Start an online return

Before continuing, confirm your item meets the eligibility requirements above.

Create new return

Return or Exchange In Store

Eligible in-store purchases can be exchanged within 30 days of purchase, subject to Grahams' exchange conditions. Change-of-mind refunds are not offered for in-store purchases.

What to bring

  • Your original proof of purchase.
  • The item in as-new, unworn condition.
  • Original packaging and any certificates, manuals or warranty documents.

Key exclusions

  • Earrings and body jewellery for hygiene reasons.
  • Resized rings.
  • Engraved, personalised, custom or made-to-order items.
  • Altered, resized, damaged or device-locked watches/smartwatches, unless assessed as faulty.
Faulty item? Your rights under the Australian Consumer Law continue to apply. Faulty products may require assessment before the appropriate remedy is confirmed.

View full in-store exchange policy

Returns Policy

Use the sections below for a quick overview of Grahams' return conditions. Your rights under the Australian Consumer Law are not affected.

Online returns

Eligible online purchases may be returned within 30 days of delivery. Items must be unworn, undamaged and unaltered, and returned with proof of purchase plus the original packaging and paperwork. Returns are inspected before a refund is processed.

Refunds & processing

Approved refunds are returned to the original payment method. Grahams aims to process a refund within 3 business days of receiving the returned item; your bank or payment provider may require additional processing time.

Body jewellery

For hygiene reasons, earrings and body jewellery such as nose, belly and toe jewellery are not accepted for change-of-mind returns.

Watches, smartwatches & electronics

Watch faults may need to be assessed under the manufacturer's warranty. Change-of-mind returns for smartwatches/electronics must meet the 30-day return conditions and include all packaging and documentation. Products that have been resized, damaged, connected or locked to a device, or otherwise altered may not be eligible.

Australian Consumer Law

Grahams products come with consumer guarantees that cannot be excluded under Australian Consumer Law. Where a product has a major failure, customers may be entitled to a replacement or refund and compensation for reasonably foreseeable loss or damage. Other failures may entitle customers to a repair or replacement.

Need help with a faulty item? Contact Grahams before returning the product so the team can advise you on the appropriate process.

Frequently Asked Questions

Answers to the most common questions about online returns, postage, refunds, in-store purchases and warranties.

Getting started

How do I start an online return?
Check the eligibility requirements on this page, tick the confirmation box in the Online Returns section and select Create New Return. You will be taken to the Grahams Australia Post return portal.
When do I need to lodge my return?
For a change-of-mind online return, lodge the parcel with Australia Post within 30 days of delivery and make sure the item meets the condition requirements.

Eligibility & exclusions

Which items cannot be returned?
Common exclusions include earrings/body jewellery, resized rings, personalised or engraved items, custom or made-to-order products, and certain altered watches or smartwatches. See the eligibility section for the full summary.
What does “new condition” mean?
The item should be unworn and unused, with no scratches, damage or signs of wear. Include your proof of purchase, original packaging and any relevant certificates, manuals or warranty documents.

Postage & fees

Who pays for return postage?
Australia Post charges $10.95 for a standard change-of-mind return through the return portal. The fee is waived when the item is confirmed as faulty or Grahams sent an incorrect item.
I do not have a printer. Can I still return my order?
Yes. Choose the printer-free option in the Australia Post return process, then take the barcode from your return email to a participating Post Office so the label can be printed for you.

Refunds & payment methods

How long do refunds take?
Once your return is received and approved, Grahams aims to process the refund within 3 business days. Your bank or payment provider may then take several additional business days to make the funds available.
How will I receive my refund?
Approved refunds are made back to the original payment method used for the order.

In-store vs online

Can I exchange an online order in a Grahams store?
Online returns should be completed through the online return process. If you want a different item, return the eligible online purchase for a refund and place a new order.
Can I return an in-store purchase through the online return portal?
No. Purchases made in-store should be taken back to the relevant Grahams store with proof of purchase and handled under the in-store exchange policy.

Faulty items & warranties

What should I do if my item is faulty or not as ordered?
Contact Grahams or begin the online return process. Once the item has been assessed, the appropriate remedy may include repair, replacement or refund in accordance with the applicable policy and Australian Consumer Law.
How do watch warranties work?
Watch faults are generally assessed under the manufacturer's warranty and may be sent to the manufacturer or an authorised service centre. The outcome depends on the assessment and the warranty terms for that brand.

Special cases

Can I return more than one item in the same parcel?
If the items are from the same order and each item meets the return requirements, include them in the return request and ensure all relevant paperwork is packed with the parcel.
What if I miss the 30-day return window?
A change-of-mind return outside the stated return period may be declined. Your statutory rights for faulty goods under Australian Consumer Law continue to apply.
Need more help?

Contact the Grahams team for help with a return, exchange or faulty item.

Contact us