All Bixby jewellery is covered by a 6-month manufacturing warranty from the date of purchase. This warranty applies strictly to manufacturing defects, such as:

• Faulty clasp mechanisms
• Loss of gemstones due to improper setting
• Snapped earring posts

Please note: this warranty does not cover issues resulting from general wear and tear. This includes (but is not limited to):

• Fading or scratching of gold
• Broken chains
• Lost items
• Bent or misshaped pieces from mishandling
• Damage caused by exposure to salt water or chlorine

To submit a warranty claim, please email customersupport@bixbyandcompany.com.au with the following details:

• Your full name
• Order number
• Email and phone number used at purchase
• A brief description of the issue
• Clear photo or video of the fault (claims cannot be assessed without this)

Please note: Items that fall outside the 6-month warranty period, or are deemed to have damage from wear and tear, will not be eligible for assessment or repair through our warranty process.

EXCHANGES: We offer exchanges on items such as rings that are the wrong size. All shipping costs associated with an exchange are payable by the customer. Exchanges will incur a nominal postage fee of $7 AUD to re-post your new item out to you.

If you need to exchange an item please process first by emailing us first at customersupport@bixbyandcompany.com.au. You may return other items for exchange or store credit within 14 days of receipt under the following conditions:

• They have not been worn
• You have proof of purchase
• You have the original packaging
  

EXCLUSIONS

The following exclusions apply:

• The following items are final sale, and are completely excluded from return for exchange or store credit due to change of mind after payment has been received:
• All items which have been reduced in price, such as a sale or clearance item or one to which a discount code has been applied
• Mystery Boxes
• Customised Pieces
• Earrings for reasons of hygiene
• Bespoke pieces that have been customised in any way, including pieces that are made to measure in a specific size.

Change requests or cancellations must be made within 24 hours of receiving your order number. After 24 hours no further changes or refunds are possible, as production is deemed to have commenced.

Refundsare only applicable if there is a major fault with the piece as outlined by Australian Consumer Law (e.g., a defect that would have prevented the purchase, the item is unsafe, or the final product significantly differs from the agreed-upon design).

Returns are only the responsibility of Bixby and Co once they have been received by a staff member at our Sydney address and checked for compliance with our returns policy.

Pieces which fall in the following categories are NOT eligible for compensation:

• Items lost or damaged in transit on return from the customer to our specified address
• Items which, upon inspection by our staff, do not meet the returns policy. These will be returned to the customer's original order address at the customer's expense.

Please direct any questions or concerns regarding our return and exchange policy to the email address above.

We are very sorry! Human errors happen in our small team on very rare occasions. We will send the correct item as soon as the return is received.

Please consider and follow the recommended care instructions, on our Wear and care page here

Items deemed damaged due to general wear and tear or everyday treatment/accidents will not be considered for a return. 

Please note that colour tarnishing is not considered a fault, as we cannot control how the product is handled once it leaves our warehouse. 

General wear and tear includes: tarnished, faded or scratched gold and silver items, snapped chains or clasps, scratched or chipped stones, rings and bangles broken from being bent out of shape, or lost earring backs.

Please bear in mind that like anything beautiful, Bixby and Co Jewellery pieces are delicate and should be handled with care. Whilst in general our pieces are of a quality that they can stay on in the shower and be worn pretty frequently please remember they still have to be treated carefully. They’re not solid gold or they’d be priced accordingly. Our pieces are fun and live long 😏

We are unable to refund or replace stolen packages or un-retrieved packages that have been confirmed as delivered. Please ensure your delivery address is correct and secure. We are not responsible for items not received due to an incorrect or an incomplete shipping address, or items not collected from your local post office after attempted delivery. Items marked undeliverable due to an incorrect shipping address or uncollected from your local post office will be reissued if and when they are received back at our studio by Australia Post, and will incur a reshipment fee. Orders returned to us by Australia Post due to being undelivered or uncollected from your local post office will not be refunded.