Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to major failure.

We recommend reading our Return policy and procedure prior to purchasing to ensure you are aware of our policies and procedures.


Definitions

(a) “We”, “us”, and “our” refer to Australis Jewels (Australia) ABN 741 076 954 94.

(b) “Minor Problem” and “Major Problem” reference the Australian Competition & Consumer Commission definition.

Refund and Returns

Should a "minor problem" arise, we will at our absolute discretion offer a free repair, refund, or replacement. Should a repair be undertaken, it will be completed within a reasonable time.

Should a "major problem" arise, we will provide the consumer the choice of replacement or refund.

Due to the complex nature of coloured gemstones, where an item of identical quality and colour is not available for replacement, the consumer will be entitled to a full refund.

All returns are subject to our assessment processes prior to a refund being issued. If the goods are found to have been:

  • damaged by misuse;
  • damaged by accident; or
  • altered by the consumer or a third party,

we may provide you with a written estimation to repair or return the item.

We reserve the absolute right to judge whether the goods have been subjected to any of the above mentioned exclusions.

We will provide consumers with a prepaid return label in the event of a "minor problem" or "major problem".

 

Change of Mind

Each item we sell is made for the individual client; as such, we are unable to offer a change of mind return. We will however do our best to ensure you are looked after, so please contact us if you have any issues relating to change of mind.

 

Returns Procedure

Step 1: Contact us to advise the nature of your return.

Step 2: Ensure that you include the following with your return:

  • Proof of purchase;
  • Original packaging;
  • A notation including your name, phone number, and address; and
  • A brief description of the approved return

Please Note: Failure to do so will result in a delay in processing your request.

Step 3: We will supply you with a prepaid return label in the event of a “minor problem” or “major problem".

For other items, you will be required to cover the cost of postage. Please ensure you return the item via registered postage with the appropriate insurance.

Step 4: We will assess the item to ensure it meets our policies. Please allow up to 2 weeks for this to occur as items may need to undergo metallurgic and gemmological testing.

Step 5: Once we have assessed your item, it will either be repaired as per our above policy or we will offer a refund or replacement.

Step 6: If your item is being repaired or replaced, it will be returned to you via express registered postage.

Please Note: You will need to sign for your item.

 

Governing law

This return policy is governed by the laws in force in Queensland, Australia. You agree to submit to the exclusive jurisdiction of the courts of that jurisdiction.

 

Consent

The use of this website constitutes agreement to the terms and conditions outlined in this policy.

We retain the absolute right to amend our returns policy in accordance with our business requirements.