Returns, Exchanges and Refunds Policy

Australian Opal Cutters wants every customer to feel confident when purchasing jewellery or opals from us.

This policy explains:

• Change-of-mind returns for online purchases;
• Change-of-mind exchanges for showroom purchases;
• Returns involving faults, damage or mistakes;
• How natural opal variation is handled; and
• Products that are not eligible for change-of-mind returns.

This policy applies to retail purchases made directly through the Australian Opal Cutters online store or Sydney showroom.

Trade, wholesale and resale purchases may be subject to separate written terms. Nothing in those terms or this policy excludes rights that cannot lawfully be excluded.

Australian Consumer Law Rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

This policy does not limit your rights where a product:

• Is faulty or unsafe;
• Is not of acceptable quality;
• Is materially different from its description or an agreed sample;
• Is not fit for its normal purpose;
• Is not fit for a purpose you made known to us before purchase;
• Is the wrong product;
• Has been incorrectly supplied; or
• Otherwise fails to meet an applicable consumer guarantee.

A change-of-mind return is different from a return involving a fault, mistake or other failure to meet a consumer guarantee.

Time limits and product-condition requirements applying to change-of-mind returns do not remove or reduce your Australian Consumer Law rights.

Online Purchases

30-Day Change-of-Mind Returns

For eligible products purchased through our online store, you may request a change-of-mind return within 30 calendar days after the product is delivered.

You may choose:

• A refund to the original payment method;
• An exchange for another available product; or
• Store credit.

To qualify for a change-of-mind return, the product must:

• Be unworn and unused, other than reasonable inspection;
• Be undamaged and unaltered;
• Be in its original saleable condition;
• Include its original packaging, certificates, tags and accessories;
• Not have been resized, engraved, modified, recut or specially altered; and
• Be accompanied by proof of purchase.

Please contact us before sending an item back.

Products returned without sufficient identifying information or prior return instructions may experience processing delays.

After receiving return instructions, the item must be dispatched within 14 calendar days.

Online Change-of-Mind Return Costs

For a change-of-mind return:

• The customer is responsible for the return delivery and insurance costs;
• Original delivery, gift-wrapping and insurance charges are not refundable unless Australian Opal Cutters made an error or the law requires otherwise; and
• The customer remains responsible for the product until it is safely received by Australian Opal Cutters.

Because jewellery and opals may be valuable or irreplaceable, we strongly recommend using tracked, signature-required and appropriately insured delivery.

Australian Opal Cutters can provide return-delivery guidance before the item is sent.

Showroom Purchases

30-Day Change-of-Mind Exchange

For an eligible product purchased in our Sydney showroom, a change-of-mind request may be made within 30 calendar days of purchase.

Eligible showroom purchases may be exchanged for another available item or receive store credit where an immediate exchange is not selected.

We do not provide a cash or card refund for a showroom change of mind.

The product must:

• Be unworn and unused;
• Be undamaged and unaltered;
• Remain in its original saleable condition;
• Include its original packaging, certificates, tags and accessories;
• Not have been resized, engraved, modified, recut or specially altered; and
• Be accompanied by proof of purchase.

The no-refund rule for showroom change-of-mind purchases does not apply where the customer is entitled to a refund or another remedy under the Australian Consumer Law.

Products Excluded From Change-of-Mind Returns

The following products are not eligible for a change-of-mind return or exchange unless Australian Consumer Law requires a remedy:

• Custom-made, bespoke, special-order or personalised products;
• Products that have been resized, engraved, modified, recut or otherwise altered at the customer's request;
• Gift cards, gift vouchers and Opal Cash vouchers;
• Products clearly identified as final sale or non-returnable before purchase; and
• Products that do not satisfy the applicable condition and proof-of-purchase requirements in this policy.

These exclusions do not apply where a product is faulty, unsafe, incorrectly supplied, materially misdescribed or otherwise fails to meet a consumer guarantee.

Natural Opal Pattern and Colour Variation

Opal is a natural gemstone. Pattern, colour, brightness, body tone, shape and directional play-of-colour can vary from stone to stone and can appear different under different lighting, viewing angles, cameras, screens and display settings.

Reasonable natural variation or ordinary differences in photographic colour reproduction are not, by themselves, a fault or misdescription. This does not limit a customer's rights where a product is materially different from its description, an agreed sample or the item represented as being sold.

Doublets, Triplets and Repeat-Design Jewellery

Doublet and triplet opals are assembled opal products made from more than one layer. Repeat-design jewellery may be produced using a different opal or gemstone from the example photographed. Natural pattern, colour, shape and dimensions may therefore vary within the product description and stated specifications.

Australian Opal Cutters will not use a photograph of a single product in a way that suggests the customer will receive that exact item unless that is the product being sold.

Where a listing states that the photographed item is the exact item for sale, the customer will receive that item. A reasonable natural variation in a repeat-design product does not remove rights where the supplied product is materially different from its description or agreed sample.

Faulty, Damaged, Incorrect or Misdescribed Products

Please contact us as soon as practicable if:

• The parcel arrives damaged;
• The product is damaged in transit;
• The wrong product or variant was supplied;
• A gemstone or jewellery specification is materially incorrect;
• The product is materially different from its description or photograph;
• A product has a manufacturing problem; or
• You believe the product does not meet a consumer guarantee.

Major and Minor Problems

Where a product has a major problem under the Australian Consumer Law, the customer may choose a refund or replacement and may also be entitled to compensation for reasonably foreseeable loss or damage.

Where a problem is minor, Australian Opal Cutters may choose to provide a free repair within a reasonable time. If the problem cannot be repaired or is not fixed within a reasonable time, the customer may be entitled to a replacement or refund.

Australian Opal Cutters may inspect or reasonably assess a returned product before confirming the appropriate remedy.

Refund Processing

Approved refunds will be made to the original payment method unless another method is required by law or agreed with the customer.

We will process an approved refund promptly after the return has been received and assessed. The time taken for funds to appear may depend on the customer's bank or payment provider.

For change-of-mind returns, original delivery, gift-wrapping and insurance charges are not refundable. This does not apply where Australian Opal Cutters made an error or the law requires those amounts to be refunded.

Exchanges

Exchanges are subject to product availability. Where the replacement product has a different price, the customer must pay any additional amount or will receive the applicable balance as a refund or store credit, depending on the type of return and the customer's legal rights.

For an online change-of-mind exchange, the customer is responsible for return delivery and insurance costs and any delivery cost for the replacement item. Where Australian Opal Cutters supplied an incorrect, faulty or materially misdescribed product, we will provide an appropriate remedy and bear costs as required by law.

Proof of Purchase

Proof of purchase may include an Australian Opal Cutters receipt, tax invoice, online order confirmation, gift receipt, payment record or other reasonable evidence showing that the product was purchased directly from Australian Opal Cutters.

How to Request a Return

Contact Australian Opal Cutters before returning an item.

Australian Opal Cutters Pty Ltd
Level 3, 295-301 Pitt Street
Sydney NSW 2000
Australia
Telephone: +61 411 802 402
Email: sales@australianopalcutters.com

Please include:

• Your name;
• Order number or proof of purchase;
• Product details or SKU;
• The reason for the return;
• Your preferred outcome; and
• Photographs where the product is damaged, incorrect or faulty.

Do not send high-value jewellery or opals without first receiving appropriate return instructions.