Returns, Damage & Consumer Guarantees Policy
About This Policy
This policy explains how EONLITH handles change-of-mind requests, natural characteristics, transit damage, incorrect items, product concerns and commissioned modification services. It operates in addition to the rights and remedies available under the Australian Consumer Law.
EONLITH does not offer returns, exchanges or refunds where a customer simply changes their mind, finds an alternative item, or no longer wants the object. Natural inclusions, colour zoning, healed fractures, mineral pits, asymmetry and other characteristics that were accurately photographed or disclosed before acquisition are not, by themselves, faults. If an object is materially different from its description or images, please contact EONLITH for assessment.
Transit Damage or Incorrect Contents
Please contact EONLITH as soon as reasonably possible after delivery, preferably within 48 hours where transit damage, an incorrect item or missing contents are suspected. Prompt contact assists us in preserving carrier evidence but does not impose a time limit on rights available under the Australian Consumer Law.
We strongly recommend recording one continuous unboxing video showing all sides of the unopened parcel, the shipping label, the opening process and the condition of the object on removal. If no unboxing video is available, please provide clear photographs of the parcel, shipping label, internal packaging and the object from multiple angles. The absence of an unboxing video does not, by itself, exclude any rights available under the Australian Consumer Law.
Assessment and Returns
EONLITH may request proof of purchase, photographs, video, packaging information and return of the object so that the concern can be assessed. Please retain the object and available packaging and do not modify, repair, clean, drill, set or restring it while an assessment is in progress.
Contact EONLITH before sending an object back. Where possible, use protective packaging appropriate to the object and a tracked service. Original packaging is not required for a claim concerning a product that may fail to meet a consumer guarantee, although retaining available packaging can assist the assessment of transit damage and missing contents.
For objects that can be posted or easily returned, the customer is responsible for arranging the return when requested. If EONLITH confirms that the object does not meet an applicable consumer guarantee, EONLITH will reimburse reasonable return postage costs supported by a receipt.
Commissioned Work and Customer-Caused Damage
Change-of-mind cancellations or returns cannot be accepted once drilling, stringing, setting, mounting or other commissioned work has commenced. Before work begins, the agreed direction, method, known structural considerations and relevant risks should be confirmed with the client. This restriction does not limit any rights or remedies available under the Australian Consumer Law where goods or services are faulty, materially different from the agreed specification, or otherwise fail to meet a consumer guarantee.
A repair, replacement or refund is not available under the consumer guarantees where the problem was caused by misuse, accidental damage, unreasonable or unintended use, impact, dropping, pulling, unauthorised modification, unsuitable cleaning or failure to follow product-specific care information.
Consumer Guarantees and Remedies
Where an applicable consumer guarantee has not been met, the available remedy will depend on the nature and seriousness of the problem and may include repair, replacement, refund, supply of the service again, or another remedy required by law. As many EONLITH objects are one of one, an identical replacement may not be available.
To request an assessment, use the EONLITH Contact page or reply to the order correspondence. Include the order number, Archive Number where applicable, a clear description of the concern and the available supporting material.
Nothing in this policy excludes, restricts or modifies any rights, guarantees or remedies that cannot lawfully be excluded under the Australian Consumer Law.