Refund policy

To start a return, you can contact us at plataymuranoaus@gmail.com. We will be able to assist with the steps for your return.

Please see the returns policy before processing your return, as some exclusions apply! Items can be returned for store credit or an exchange (in-store only) within 30 days of the date of purchase. To be eligible for a return, an item must be unused, in its original condition (with tags still attached), and accompanied by evidence of purchase. After your return is accepted, we must receive your package within 14 days in order to complete your credit.

Plata y Murano does not cover the cost of return postage. If an error has occurred at the fault of Plata y Murano, you will not be asked to pay the return postage fee when lodging your return. We recommend purchasing tracked postage so you can trace your return; Plata y Murano does not assume responsibility for lost parcels. For hygienic reasons, earrings cannot be returned. Returns are not accepted for promotional items, free gifts, or items bought during sales. Depending on where you live, the time it may take for your exchanged product to reach you, may vary (please refer to Shipping Policy). You can always contact us for any return question at plataymuranoaus@gmail.com

Refunds

Unless the item is found to be defective as a result of the manufacturing process, we are unable to provide refunds. According to consumer law, "Plata y Murano" retains the right to inspect and identify any flaws in a product before issuing a refund. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at plataymuranoaus@gmail.com

Warranty

Warranty Policy - General
By purchasing from Plata y Murano you are agreeing to all terms and warranties as advised on our website - these are a condition of sale and are compliant with Australian consumer law.
All Plata y Murano pieces come with a warranty of three (1) months. Our laminated gold has a warranty of twelve (12) months. Our warranty is only valid if the jewellery is proven by our independent jewellers to be defective due to the manufacturing process. Your Plata y Murano warranty does not cover loss, changes in appearance, gradual degradation, damage, breakage due to wear and tear or improper use or storage of your jewellery. Replacement or repair is at the sole discretion of Plata y Murano. When a good is repaired under the original contractual warranty term, only the remaining term of the original contractual warranty will continue to apply.

Laminated Gold Warranty
Our laminated gold is a mix of tombac, brass and gold 18k, it is water resistant. Your Plata y Murano laminated gold comes with a one (1) year warranty from the date of purchase. The warranty does not cover damage resulting from improper handling, lack of care, accidents including scratching, bouncing, falling, or normal wear and tear. Our warranty is only valid if the jewellery is proven by our independent jewellers to be defective due to the manufacturing process.