Our Quality Promise
We stand behind the exceptional quality and artistry of our fine jewellery collection. Each piece is meticulously crafted using premium materials and undergoes comprehensive quality assurance testing before reaching you. Our commitment to excellence includes providing you with a comprehensive Lifetime Warranty that protects your investment in our craftsmanship.
Warranty Coverage Overview
Our Lifetime Warranty provides protection against manufacturing flaws for all gold and platinum jewellery pieces from the original purchase date. This warranty specifically addresses structural integrity issues and craftsmanship defects that may arise from the manufacturing process itself.
Covered Manufacturing Defects
Your warranty protection includes the following manufacturing-related issues:
Metal Quality Issues:
• Surface imperfections, pitting, or porous areas in the metal structure
• Irregular finish or texture defects present upon delivery
• Coating irregularities or discoloration spots from plating processes discovered at pickup
Setting and Stone Issues:
• Stone damage (chips, surface marks, or fractures) present when received
• Mounting defects that compromise stone security
Structural Problems:
• Weak joints or connection points that fail under normal conditions
• Sizing or proportion errors in the original construction
Warranty Claim Process
To initiate a warranty claim, please follow these steps:
1. Initial Contact: Reach out to our customer service team through our website contact form, providing details about the issue and your order information.
2. Return Arrangements: Our team will coordinate the most convenient return method - either through one of our retail locations or via secure shipping.
3. Shipping Requirements: For mail returns, please include:
o Original packaging and documentation
o Purchase receipt or order confirmation
o All certificates and authenticity papers
o Secure protective packaging with your contact information
4. Processing Fees: A refundable assessment deposit is required:
o Domestic shipping: $45 AUD round-trip
o International shipping: $220 AUD round-trip
5. Professional Evaluation: Our master jewelers will conduct a thorough examination to determine if the issue qualifies under warranty coverage.
6. Resolution: If confirmed as a manufacturing defect, we will repair or replace your jewellery at no cost and refund your deposit. If not covered under warranty, we will provide a detailed repair estimate for your consideration.
Warranty Limitations
This warranty does not extend to damage resulting from:
Normal Usage and Aging:
• Surface scratches, scuffs, or dents from regular wear
• Natural metal tarnishing or patina development
• Gradual wearing of prongs, bands, or delicate components
• Stone loosening due to setting wear over time
Environmental and Chemical Damage:
• Exposure to harsh chemicals, cleaning agents, or chlorinated water
• Discoloration from cosmetics, perfumes, or other substances
• Corrosion from swimming pools, hot tubs, or similar environments
Accidental Damage:
• Impact damage to stones or settings from drops or collisions
• Bending or breaking due to excessive force or pressure
• Loss of stones from trauma or severe impact
• Damage from improper storage or handling
Third-Party Services:
• Any alterations, repairs, or modifications performed by other jewellers
• Resizing or customisation work done elsewhere
• Damage resulting from unauthorised maintenance