Returns & Warranty Policy

This policy outlines the terms and conditions for returns, refunds, and warranty claims for products purchased from Alphacon Advisory Pty Limited (ACN 155 306 675) trading as The Jewellery Department (“we”, “us”, “our”). This policy is to be read in conjunction with our Terms of Service and does not limit your statutory rights under the Australian Consumer Law (ACL).

1. Change of Mind

Please choose your items carefully. We do not offer refunds or exchanges for change of mind, incorrect selection, or if you have found the product cheaper elsewhere. We encourage you to contact us with any questions prior to purchase to ensure you are confident in your selection.

Nothing in this section limits your rights under the Australian Consumer Law.

2. Australian Consumer Law Guarantees

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

A major failure includes circumstances where:

• A reasonable consumer would not have purchased the goods had they known of the problem;
• The goods are significantly different from their description or sample;
• The goods are substantially unfit for their normal purpose and cannot be remedied within a reasonable time;
• The goods are unsafe.

Where a failure does not amount to a major failure, we may elect to repair or replace the goods within a reasonable time.

 

3. Warranty Against Defects

3.1. Scope of Warranty

We warrant that our jewellery is free from manufacturing defects in materials and workmanship at the time of delivery. A manufacturing defect is a flaw that arises from the crafting process and not from subsequent wear or damage.

Upon receiving your order, please inspect your jewellery carefully. If you believe your item has a manufacturing defect, you must contact us as soon as reasonably practicable.

3.2. Assessment Process

To make a warranty claim, the item must be returned to us for a professional assessment. We reserve the right to have the item assessed by our own qualified jeweller or an independent jeweller of our choosing to determine the cause of the fault.

If a manufacturing defect is confirmed by our assessment, we will offer a remedy in accordance with the Australian Consumer Law. Depending on whether the defect is determined to be a major or minor failure, the remedy may be a repair, replacement, or refund.

3.3. Exclusions from Warranty

This warranty does not cover damage or faults resulting from:

• Normal wear and tear, including but not limited to scratches, dents, tarnishing, or the gradual loss of stones over time.

• Accidental damage, misuse, negligence, or failure to follow our provided care instructions.

• Damage caused by exposure to chemicals, cosmetics, moisture, extreme temperatures, or other environmental factors.

• Any repairs, resizing, or alterations performed by a jeweller not authorised by The Jewellery Department.

• Loss of the item.

4. How to Make a Warranty Claim

To initiate a warranty claim, please follow these steps:

1. Contact Us: Email our customer service team at kira@thejewellerydept.com with the subject line "Warranty Claim - Order #[Your Order Number]".

2. Provide Details: In your email, please include your full name, order number, a clear description of the suspected fault, and high-quality photographs of the item showing the issue from multiple angles.

3. Return for Assessment: If your claim is provisionally accepted for assessment, we will provide you with instructions for securely returning the item to us. You may be responsible for the initial cost of return shipping. If a manufacturing defect is confirmed, we will reimburse you for reasonable return postage costs.

5. Settings, Clasps & Stones

It is the customer's responsibility to check that all clasps, fastenings, and settings are secure upon receipt and during regular wear. Fine jewellery settings can be delicate and may loosen over time with wear. We recommend having your fine jewellery, particularly items with stone settings, professionally checked and cleaned annually.

Where a stone is lost due to a confirmed manufacturing defect in the setting, this will be assessed and remedied in accordance with the Australian Consumer Law. However, the loss of a stone caused by accidental damage, impact, or normal wear and tear is not considered a manufacturing defect and is not covered by this warranty.

6. Repairs

We are happy to assist with repairs for items outside of the warranty terms, including damage caused by the customer. All such repairs will be at the customer’s expense. We will provide a quote for the repair, which must be approved by you before any work commences. The customer is responsible for all shipping costs associated with non-warranty repairs.

7. International Orders

This Returns & Warranty Policy is governed by the laws of Australia and the Australian Consumer Law. For customers outside of Australia, the process for assessment, repair, replacement, or refund will be handled on a case-by-case basis. The customer is responsible for all international shipping costs, customs duties, and taxes associated with returning an item for assessment or repair. We are not responsible for items lost or damaged during international transit.