Refund policy

Return & Refund Policy

Far North Collectables & Gems
Last updated: 27 August 2026

Far North Collectables & Gems wants you to be happy with your purchase. This policy explains when we accept returns, exchanges and refunds, including the difference between change-of-mind returns and your rights under the Australian Consumer Law (ACL).

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded, restricted or modified.

1. Change-of-Mind Returns

Far North Collectables & Gems may accept returns for change of mind at our discretion, subject to the conditions below.

A change-of-mind return may include circumstances such as:

  • you purchased the wrong item;

  • you changed your mind;

  • the item is no longer wanted;

  • the item does not suit your intended purpose where that purpose was not communicated to us before purchase; or

  • you otherwise no longer wish to keep the item.

Change-of-Mind Return Conditions

To be eligible for consideration, the item must:

  • be returned within 30 days of delivery;

  • be unused and in its original condition;

  • not have been damaged, altered or modified after delivery;

  • include original packaging, tags and accessories where reasonably applicable;

  • include the Return Authority issued by Far North Collectables & Gems; and

  • be accompanied by reasonable proof of purchase.

Far North Collectables & Gems reserves the right to refuse a change-of-mind return where these conditions have not been met.

2. Return Authority Required

A Return Authority (RA) is required before any product is returned to Far North Collectables & Gems.

Customers must contact us before sending a product back.

Where a return is approved, Far North Collectables & Gems will issue a Return Authority number or other written Return Authority and provide the customer with the applicable return instructions.

Do not send a product to Far North Collectables & Gems without first obtaining a Return Authority.

Returns received without a valid Return Authority may be refused, returned to the sender or held pending identification, subject to any rights the customer has under applicable law.

The Return Authority may specify:

  • the approved reason for return;

  • the products authorised for return;

  • the return address;

  • the required return timeframe;

  • packaging or handling requirements; and

  • any other information reasonably required to process the return.

A Return Authority does not, by itself, determine whether a customer has a statutory right to a remedy under the Australian Consumer Law.

Where a product is returned because of a suspected fault, defect, damage, incorrect product or other matter potentially covered by the Australian Consumer Law, the Return Authority process is used to manage and identify the return and does not remove or restrict the customer's statutory rights.

3. Requesting a Return Authority

To request a Return Authority, contact:

Far North Collectables & Gems
Email: info@fncag.com

Please provide:

  • your name;

  • order number or other proof of purchase;

  • product name;

  • reason for requesting the return;

  • photographs where relevant; and

  • any other information reasonably requested to assess the return.

Far North Collectables & Gems may request photographs or other information before issuing a Return Authority where this is reasonably necessary to assess the issue.

4. Return Shipping

Unless required otherwise by law, the customer is responsible for the cost and risk of returning an item for change of mind.

We recommend using a tracked shipping service and retaining proof of postage.

Far North Collectables & Gems is not responsible for a change-of-mind return that is lost or damaged while being returned to us.

Where a return is required because of a fault, incorrect product, damage on arrival or another matter for which Far North Collectables & Gems is responsible under applicable law, we will deal with return shipping in accordance with the applicable consumer guarantee and circumstances.

5. Faulty, Damaged, Incorrect or Misdescribed Products

If you receive an item that:

  • is faulty or defective;

  • arrives damaged;

  • is significantly different from its description;

  • is not of acceptable quality;

  • is unsafe;

  • is the wrong product; or

  • otherwise fails to comply with an applicable consumer guarantee,

please contact Far North Collectables & Gems as soon as reasonably possible.

We may request photographs or other information to help us assess the issue.

Where a physical return is reasonably required, we will issue a Return Authority and provide return instructions.

The Return Authority process is an administrative and identification procedure and does not limit any rights or remedies available under the Australian Consumer Law.

6. Australian Consumer Law

The Australian Consumer Law provides consumer guarantees that cannot be excluded.

Depending on the circumstances and whether the failure is major or minor, you may be entitled to a repair, replacement, refund or other remedy, as provided by law.

A customer's rights under the Australian Consumer Law do not depend on our voluntary 30-day change-of-mind period.

Nothing in this policy, including the Return Authority requirement, is intended to exclude, restrict or modify a consumer guarantee or statutory remedy.

7. Damage During Delivery

If an item arrives damaged, please contact Far North Collectables & Gems as soon as reasonably possible.

Where practical, please provide:

  • photographs of the damaged product;

  • photographs of the packaging;

  • photographs of any visible shipping damage; and

  • your order details.

Please retain the product and packaging until we advise otherwise.

If a return is required, we will issue a Return Authority before the product is returned.

8. Incorrect Item Received

If we send you the wrong item, please contact us before returning it.

We will issue a Return Authority where a physical return is required and provide instructions for returning the incorrect item.

Where the error is ours, Far North Collectables & Gems will cover reasonable return and replacement shipping costs.

9. Individual and Natural Products

Many products sold by Far North Collectables & Gems are natural, handmade, individually sourced or one-of-a-kind.

Natural gemstones and minerals may contain variations in:

  • colour;

  • clarity;

  • inclusions;

  • pattern;

  • texture;

  • shape;

  • size; and

  • other natural characteristics.

Handmade products may also contain minor variations resulting from the manufacturing process.

These characteristics are not automatically considered faults where they are consistent with the nature of the product and its description.

Where an online listing displays the actual individual item being sold, the customer should expect to receive that particular item rather than an interchangeable mass-produced unit.

10. Product Appearance and Photography

We make reasonable efforts to photograph and describe products accurately.

Differences in lighting, photography, screen settings and viewing conditions may cause minor differences between an image displayed online and the physical product.

Minor differences caused by these factors do not necessarily constitute a fault.

11. Items Altered or Damaged After Delivery

We may decline a change-of-mind return where a product has been:

  • damaged after delivery;

  • altered or modified;

  • resized or repaired by another person;

  • improperly cleaned or treated;

  • worn or used contrary to instructions; or

  • otherwise changed from its original condition.

This does not limit any rights you may have under the Australian Consumer Law where the relevant problem existed before delivery or otherwise gives rise to a statutory remedy.

12. Refunds

Where a refund is approved, it will generally be made using the original payment method where reasonably possible.

Refund processing times may depend on the payment provider or financial institution.

Once Far North Collectables & Gems has authorised a refund, the time for the funds to appear in your account may vary.

We are not responsible for delays caused by a customer's bank, card issuer or payment provider.

13. Partial Refunds

Where appropriate, a partial refund may be offered where:

  • only part of an order is affected;

  • a minor issue does not justify a full refund;

  • the customer and Far North Collectables & Gems agree to retain an item subject to an appropriate price adjustment; or

  • another lawful circumstance makes a partial refund appropriate.

A partial refund will not be used to remove or restrict a customer's statutory rights.

14. Exchanges

We may offer an exchange for a change-of-mind return at our discretion and subject to product availability.

For faulty, damaged, incorrect or misdescribed products, any replacement or exchange will be handled in accordance with the Australian Consumer Law.

Because many of our products are individual pieces, an identical replacement may not always be available.

15. Sale and Discounted Items

Discounted or sale items remain covered by applicable consumer guarantees.

A sale price does not remove or reduce statutory consumer rights.

Change-of-mind returns for discounted items are subject to the change-of-mind conditions in this policy unless a particular product listing clearly states otherwise.

16. Gift Purchases

If an item was purchased as a gift, the purchaser may need to provide proof of purchase before a return, refund or exchange can be processed.

Where appropriate, we may arrange a remedy directly with the recipient, subject to verification and applicable law.

17. International Returns

International customers must obtain a Return Authority before returning any product to Far North Collectables & Gems.

For international change-of-mind returns, the customer is generally responsible for return postage, customs requirements and other costs associated with returning the product.

Where a return is required because the product is faulty, damaged, incorrect or otherwise covered by a statutory consumer guarantee, Far North Collectables & Gems will work with the customer to determine an appropriate resolution consistent with applicable law.

18. Undeliverable or Refused International Orders

If an international order is returned because the customer:

  • provided an incorrect or incomplete address;

  • refused delivery;

  • failed to collect the parcel; or

  • failed to pay applicable customs duties, taxes or other destination-country charges,

we will contact the customer regarding the available options.

Where a refund is appropriate, reasonable costs already incurred by Far North Collectables & Gems may be deducted from the refund where permitted by law.

This section does not apply where the return or non-delivery results from an error or failure on our part that gives rise to a statutory remedy.

19. Lost Returns

Customers returning products for change of mind are responsible for ensuring the authorised return reaches Far North Collectables & Gems.

We strongly recommend tracked shipping and retaining proof of postage.

Where a return is required because of a fault, incorrect product or other matter covered by the Australian Consumer Law, we will work with the customer to resolve the matter appropriately.

20. Unauthorised Returns

Products must not be returned without a valid Return Authority issued by Far North Collectables & Gems, except where otherwise required by law.

An unauthorised return may be:

  • refused;

  • returned to the sender at the sender's cost where permitted;

  • held pending identification; or

  • delayed in processing.

Far North Collectables & Gems is not responsible for loss or damage to an unauthorised return before it has been accepted into our returns process.

21. Consumer Guarantees

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

Where a consumer guarantee applies, you are entitled to the remedies provided by law.

These rights apply independently of our voluntary change-of-mind return policy and the Return Authority administration process.

22. Changes to This Policy

Far North Collectables & Gems may update this Return & Refund Policy from time to time.

The current version will be published on this website.

Changes will apply from the date the updated policy is published, subject to applicable law.

23. Contact Us

For return, refund or exchange enquiries, please contact:

Far North Collectables & Gems
Email: info@fncag.com

Please include your order number where possible.

Do not send a return until you have received a Return Authority from Far North Collectables & Gems.

Far North Collectables & Gems
Australian owned & operated