Returns & Refund Policy

Last updated: 06/07/26

At INA Healing, every piece is handcrafted to order with care, intention and natural materials. Because each creation is individually made for you, we encourage you to choose carefully before placing your order.

Australian Consumer Law

Nothing in this policy excludes or limits your rights under the Australian Consumer Law.

If your item has a major fault, is not as described or is not of acceptable quality, you may be entitled to a repair, replacement or refund in accordance with your consumer rights.

Change of Mind

As each INA Healing piece is handmade to order, we do not offer refunds or exchanges for change of mind unless required by applicable consumer law.

Please choose carefully before placing your order.

Customers in the European Union

If your order is delivered to a country within the European Union, you may have additional consumer rights under applicable law, including a statutory right to withdraw from your purchase within 14 days of receiving your order, unless an exemption applies.

Where available, withdrawal requests can be submitted through your INA Healing customer account or by contacting us at carolina@inahealing.com.

Some products may be excluded from this right where permitted by law, including personalised or custom-made items.

Faulty or Damaged Items

We take great care in creating and packaging every order.

If your item arrives damaged, faulty or incorrect, please contact us within 7 days of delivery by emailing carolina@inahealing.com with:

• Your order number
• A description of the issue
• Clear photographs of the product and any damage

Once assessed, we'll work with you to arrange an appropriate solution, which may include a repair, replacement or refund where required.

Repairs & Renewals

We understand that jewellery is made to be worn, loved and treasured. If your INA Healing piece becomes damaged through normal wear, requires resizing or you'd simply like to refresh your piece, we offer a dedicated Repair & Renewal Service.

To begin the process, please purchase our Repair & Renewal Service through our website or contact us at carolina@inahealing.com before sending your jewellery back. We'll be in touch with the next steps and let you know if any additional repair costs apply.

Repair fees may apply depending on the nature of the repair and whether the issue is covered under the Australian Consumer Law.

Return Shipping

Where a return has been approved, customers are responsible for the cost of returning the item unless the return is due to a faulty, damaged or incorrect product or where otherwise required by law.

We recommend using a tracked shipping service, as INA Healing cannot accept responsibility for parcels lost in transit.

Returned items should be securely packaged to prevent damage during shipping.

Non-Returnable Items

Unless required by applicable consumer law, we cannot accept returns for:

• Change of mind purchases
• Personalised or custom-made pieces
• Items that have been worn, damaged through misuse or altered after delivery
• Products that are otherwise excluded by law from return

Refunds

If a refund is approved, it will be processed to your original payment method.

Please allow 5 - 10 business days for the funds to appear in your account, depending on your payment provider.

Shipping charges are non-refundable unless required by law.

Need Help?

If you have any questions about your order or this policy, we're always happy to help.

Email: carolina@inahealing.com