Refund policy

At by sass, we want you to love your pieces. If something’s not quite right, we’re here to help, within reason and within 30 days.

Change of Mind

Due to hygiene reasons, we do not accept returns for change of mind on earrings.
As earrings make up the majority of our collection, please choose carefully when purchasing.

For other non-earring items, we may offer store credit for change-of-mind returns, provided:

  • Your return request is submitted within 30 days of receiving your order.
  • The item is unworn, unused, with original tags and packaging,
  • Proof of purchase is provided.

Please note:

  • Return shipping costs are the responsibility of the customer
  • Store credit will be issued once your return is approved and received
  • Items sent without prior approval will not be accepted
  • We recommend tracked postage, as by sass is not liable for lost returns

To begin a return, email hello@bysassau.com.au. If accepted, we’ll provide return instructions. Items must be sent to:

by sass
Shop 2/73 Broad Street
Sarina QLD 4737

Returns sent without approval will not be accepted.

Damaged, Faulty or Incorrect Items

Under Australian Consumer Law, you're entitled to a refund, repair, or replacement if an item is faulty, not fit for purpose, or does not match its description.

If your item is damaged, faulty or incorrect, please email us at hello@bysassau.com.au within 30 days of receiving your order. Be sure to include:

  • A clear description of the issue
  • Photos of the item and any packaging
  • Your order number

If your return is approved, we’ll cover return postage and advise next steps.

Non-Returnable Items

We cannot accept returns for:

  • Earrings (for hygiene reasons)
  • Sale items
  • Gift cards
  • Personalised or custom items
  • Beauty or personal care products

Refunds

Refunds are only issued for items that are faulty, incorrect, or misrepresented under Australian Consumer Law. Once your return is inspected, you’ll be notified of the outcome. Approved refunds will be processed to your original payment method within 10 business days.

If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact us at hello@bysassau.com.au.