Refund policy

At Mala Elements, we want you to love your jewellery. If there is a problem with your order, please contact us and we will do our best to help.

RETURNS

Our customer satisfaction is at the core of all we do. We will pull out all stops to ensure you are a raving fan of our jewellery. Please be sure to read through our product care information before you receive your delivery.

If our jewellery in anyway does meet up to your expectations through any fault of ours during the creation or delivery process, we will be more than happy to discuss repairs, exchange or return options.

Please get in touch with us within 7 days of receiving your jewellery, with relevant photos. We will require you to return the items to either our QLD Australia HQ or back to here in Bali. You will need to cover the postage costs back to us.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

GOVERNMENT TAX, VAT, CUSTOMS DUTIES

You may be charged a government customs duty on arrival. These charges are decided solely by the local government in your country. We are not aware of what these charges will be, if any at all. They are completely separate to shipping charges as the fee you pay us for shipping goes directly to the courier company. For our Australian customers, our understanding is that if you're order is under $900 you will not be charged GST.

Faulty or Incorrect Items

If you receive an item that is faulty, damaged, or different from what you ordered, please contact us within 7 days of receiving your order at info@malaelements.com and include photographs of the issue where possible.

Depending on the circumstances, we may offer a repair, replacement, exchange or refund.

Change of Mind

If you change your mind about your purchase, please contact us within 7 days of receiving your order.

Items must be returned unused, unworn and in their original condition and packaging.

Return shipping costs are the responsibility of the customer.

Once the item has been received and inspected, we may offer a store credit or exchange at our discretion.

Non-Returnable Items

For hygiene reasons, earrings cannot be returned unless they are faulty.

Custom-made, personalised or specially commissioned pieces cannot be returned for change of mind.

Return Shipping

Returned items should be sent to the return address provided by our team. Customers are responsible for all return shipping costs unless the item is faulty or incorrect.

We recommend using a tracked shipping service, as Mala Elements cannot be responsible for items lost during return transit.

Restocking Fee

No restocking fee.

Jewellery Care

Many of our pieces are handcrafted using natural gemstones, pearls, precious metals and traditional techniques. Please refer to our Jewellery Care Guide for information on caring for your jewellery.

Refund

As soon as we've received and reviewed your return, we'll let you know whether or not the refund was accepted. Within 7 business days of your original payment method being accepted, you will automatically receive your money back. Please keep in mind that processing and posting the refund may need some time from your bank or credit card company.

Contact Us

For any questions regarding returns, exchanges or refunds, please contact:

Mala Elements

Email: info@malaelements.com

Phone: 6281239684494 English
+6282144625122 Indonesian

Australia Address: P.O. Box 3409, Robina Town Centre QLD 4230, Australia.

Indonesia Address: Jl. Drupadi No 4, Seminyak, Kuta, Kabupaten Badung, Bali 80361.