All Ugli Pup jewellery is handmade, made-to-order, or a one-off unique piece - some pieces may fall into more than one of these categories. Because of the bespoke, artisanal nature of our jewellery, we do not offer returns or exchanges for change of mind, sizing errors, or personal preference.
If your item arrives faulty, damaged, or not as described, it will be assessed to determine whether it is a genuine manufacturing fault, defect, unfit for purpose, or not as described. This does not cover damage caused by personal use or accidents.
If the assessment confirms a fault or issue, we will, in accordance with Australian Consumer Law (ACL), offer a repair, replacement, or refund. Please contact us as soon as possible at uglipupreturns@gmail.com with your order details and photos of the item.
If your claim is pre-approved as a genuine production fault, Ugli Pup will provide our return shipping address and cover the cost of return shipping back to us.
Once we receive the item, we will conduct a further assessment to confirm the issue. If it is determined that the item was damaged due to personal use, accidents, or other non-manufacturing causes, the item will not be accepted as a faulty return, and you will be responsible for the cost of returning the item to you.
If the assessment confirms a manufacturing fault or issue, we will, in accordance with the Australian Consumer Law (ACL), offer a repair, replacement, or refund. Approved refunds will be processed to the same payment method used for your order. Please allow approximately 5–10 business days for your bank to complete the transfer. This timeframe is outside of our control, and we are not responsible for any delays in the refund reaching your account.
To submit a claim, please email uglipupreturns@gmail.com as soon as possible with: Proof of purchase and order number, Order details, A description of the issue, Clear photos that demonstrate the problem.
ACL / Statutory Rights: All Ugli Pup jewellery purchases are covered by the Australian Consumer Law (ACL). This means that you are entitled to a replacement, repair, or refund if a product is faulty, damaged, or not as described, even if it is made-to-order, custom, or a final sale item.
Examples of your ACL rights include: Your item is significantly different from the description or images. Your item is defective or has a manufacturing fault, Your item is unsafe for its intended purpose, or your item is damaged on arrival.
