Sometimes, you might want to return an item. It doesn’t happen often, but when it does, the process runs much more smoothly when everyone is aware of our returns and exchange policy. So, without further ado…here it is!
RETURNS & EXCHANGE POLICY
Returns will be accepted on any faulty merchandise within the guidelines of the items manufacturing warranty of 12 months (more information on our Faulty Products guidelines are listed below).
We do not refund on change of mind, however, are always happy to exchange for another item within 30 days of purchase, except for items that have been specially ordered into store per your request, custom designed and made, or altered by us or another jeweller.
Our warranty is voided if the item is altered by another jeweller within the 12 months manufacturing warranty period.
If there is nothing in store you wish to exchange your item for, we are happy to set up a store credit for the amount of the item being returned, valid for 12 months.
Items that have been specially made or remodelled are not eligible for refund or exchange at any of our locations.
Freight costs are not refundable.
Products returned for repair, replacement or refund due to customers changing their mind, is not a valid claim under the Consumer Guarantees Act.
We are happy to spend as much time with you as you need to make the right decision and answer as many questions as you have. Before deciding on an item, please feel free to contact us for additional care guides and item warranty information.
HOW TO RETURN OR EXCHANGE AN ITEM
For in store purchases, please bring your item, receipt, original packaging and card used to make the purchase with you in store. If the purchase was put under an individual's profile, that person must be present for us to process the exchange. Gift receipts are accepted for exchanges to be processed.
For online purchased, simply send us an email to firstname.lastname@example.org within 30 days of delivery, and our friendly staff will assist you in exchanging your item. For an online exchange to be valid, it must be returned in the original condition with the original packaging, within 30 days of receiving the item.
If you would like to exchange your item, please call ahead to confirm the item is available.
If your product has a manufacturing fault, you must contact us and return the item for inspection.
All products must be returned in their original packaging, with original tags wherever possible. Proof of purchase must also be included.
After our evaluation, we will contact you with the reason for the fault and advise of a potential remedy under warranty.
Remedy can include repair, replacement or refund at our discretion.
However, if we determine that the circumstances for fault were related to misuse, general wear and tear, and/or environmental factors, the store will advise that there are no grounds to claim under guarantee and will offer a quote to have the goods repaired or replaced.
Irrespective of the type or severity of the product fault/ defect, or what remedy is chosen, we have an obligation to comply with the Consumer Guarantees Act.
RETURNS / EXCHANGES ADDRESS:
Shop 19, Riverside Plaza, 131 Monaro Street, QUEANBEYAN NSW 2620.
Phone: 02 6299 1300
Please ensure your return parcel is securely packaged, and that both the sender’s address and return address are clearly displayed on the outside of the parcel. To avoid delivery problems, we encourage you to send your return by registered post.