Warranty

WARRANTY POLICY
To ensure that our customers are completely satisfied, we ensure within our customer service policy that we will gladly repair or replace the goods, at no cost to you, for defects in materials or workmanship faults for up to 2 yearsfrom the original date of purchase. This is manufacturer error, not accidental damage, cracking or chipping.

Our liability under this warranty is subject to Australian Opal Cutters master jeweller, who has extensive knowledge and experience with jewellery, being satisfied that a defect was caused by defective materials or workmanship faults, and was not caused by, or substantially contributed by other factors, or circumstances beyond our control, including (but not limited to), repair works carried out by a jeweller other than us, accidental or malicious damage, or any neglect or misuse of the goods.

INTERNATIONAL GUARANTEE
The Australian Opal Cutters 2 -year's manufacturer's warranty covers your jewellery against manufacturing faults from the date of purchase. To be covered, the item must have been purchased directly from Australian Opal Cutter's website or in-store and must exhibit a manufacturing fault. Please note that this policy does not cover you if you chip, crack or otherwise damage your item. We can help you with a repair and restoration service however we do not provide a guarantee against damage that is outside of our control (chips, cracks, damage or other unforseen occurances that are separate to manufacturing faults)

To obtain service under the warranty, proof of purchase is required. Should your jewellery prove defective (at our discretion) following a quality control inspection within two years from the date of purchase, you will be entitled to either a repair free of charge, replacement with the same item, a replacement with a succeeding item if the returned item has been discontinued, an exchange for an item of the value stated on the receipt or a credit redeemable in-store to the purchase value on the original receipt.

WARRANTY TERMS
To ensure that our customers are completely satisfied, as part of Australian Opal Cutters' customer service policy we will gladly repair or replace goods, at no cost to the customer, for defects in materials or workmanship faults for up to 2 years from the original date of purchase.

This warranty is void if the goods have been damaged by persons other than authorised Australian Opal Cutters sales or service agents, unauthorised repair persons, or any other factors not due to defects in materials or our workmanship faults.

In the case of replacement, Australia Opal Cutters cannot guarantee that you will receive the exact same model of jewellery. If your model is not available, a jewellery item of equal value and similar appearance will be provided or, if this is not acceptable to you, a credit note will be provided.

When posting items to Australian Opal Cutters and Australian Pearl Divers for assessment of damage, we recommend that you use registered Australian Post or a reputable courier such as FedEx or DHL. We also recommend that you keep proof of postage as it is your responsibility to keep track of the goods until they are delivered to our Sydney customer service centre.

Along with your returned item, please include:

a note which includes your name, return address, phone number, email address and a description of the problem you have with the goods; and
a copy of your receipt or proof of purchase.

Australian Opal Cutters strongly recommends that you insure your items and adequately protect the jewellery during shipment to our Sydney customer service centre. Australian Opal Cutters is not responsible for any goods lost or damaged during transit.

Goods must be received and assessed by our master jeweller before any repairs or can proceed.

The customer is required to pay postage for the returned goods, however, if after assessment, it is determined that the defect is caused by defective materials or our workmanship faults. Please remember to choose carefully as we do not refund if you change your mind, however so that you are fully satisfied we will gladly exchange or credit any item against a future purchase from our store.

Our credit terms for returns/refunds are as follows:

There is no refund for a change of mind.
In cases under dispute (within 7 days of purchase) items may be returned in the original condition.

Chipped or Cracked Opals
If you have an unfortunate incident and crack or chip your Opal do not despair we are here to help you. While we cannot replace your damaged Opal for free we will endeavor to supply a replacement gem at the lowest possible cost and will conduct the workshop process of removing the damaged gem and finding a replacement. It may be the case that we are able to re-cut your damaged Opal and 'salvage' the Opal transforming the broken Opal into a new gem. If we can do this this further offsets the cost of replacement. The re-cutting and re-setting of the new gem is conducted at no cost to you. If your jewellery requires our jewller to conduct structural repair then we will repair on an 'at cost' basis.

In many instances Opals can be re-cut, or otherwise treated to return the jewellery to a near new condition. As there are many ways to repair and restore Opals we suggest you send your damaged item to us for assessment and we will determine whic of the various methods are available.

White, Yellow or Rose Gold Plating
White gold jewellery is rhodium plated to enhance its appearance. This rhodium plating, although robust, may not be permanent and may require further plating which is not covered by any of these guarantees. The white gold will be the alloy stated on the invoice.

We offer a re-plating service for any silver or Gold items at a very fair cost price. Please note that we cannot guarantee that any item will not lose its plating due to the many and varied factors that can affect jewellery items (polishing and cleaning techniques, cleaning solvents and agents, storage practices even skin acidity can all affect the jewellery allow and are factors that are out of our control)

Doublet Opals
Our Doublet Opals are hand made and hand-set. Hard or direct knicks can scratch, chip or even break the Opal surface causing the Opal to delaminate. If your Opal has any form of chip or scratch we offer services that range from polishing out a scratch to re-laminating, resetting or even re-placing a doublet. Not all of these services are free under this warranty and we typically asses each item in line with our policy carefully examining the item and then offering the most appropriate solution.

Triplet Opals
Your warranty covers triplets against delamination 'for life' which is defined as "the lifetime of a piece of jewellery or 8 years" If your Triplet delaminates as a result of scratching, chipping or otherwise causing damage to the triplet then it is not covered under this warranty. If a triplet is replaced under this warranty we cannot guarantee that the triplet will have the same (or similar) colour to the damaged item (as triplet colours vary so dramatically). In some instances a delaminated Triplet can be re-adhered bringing it back to 'as new' condition.

Claws and Re-Setting Gemstones
Your warranty covers a 'fair and reasonable' workshop cost to repair worn or damaged claws (or 'prongs') As claws are affected by wear and tear they can come loose and gems can be at risk of falling out. If your claws have come loose and th gem is still present then we will tighten the claws for free under this warranty. If the claws have been 'worn down' through wear-and-tear then we will re-tip the claws but this does come at a basic jewellers cost.

Lost Opals
Unfortunately we cannot compensate you if you lose your Opal, as it is not something that we can control and would not be a manufacturers fault. We can however locate a similar gemstone for you at a very fair 'cost price' and apply this policy as a service to cover warranty issues.

Internet orders
Every care has been taken to describe items that are displayed online accurately, however slight variations may occur with colour reproduction (opals have different directional colours). To the extent permitted by law, we do not warrant that the colour descriptions, colours or other content are error free. Photos are not to scale.

The prices and descriptions of each jewellery piece on the Australian Opal Cutters website and in store are subject to change at Australian Opal Cutters' discretion without notice.

Goods are returned to Australian Opal Cutters at your own expense. We recommend registered post and retaining Proof of Postage as we do not accept responsibility for items lost or damaged in transit when posted back to us.

Please note. All of our warranty terms and conditions have been drafted to acknowledge the customers rights under Australian Law. If any of our terms and conditions contradict the government standards then please advise management immediately and defer any decision under dispute to the customer.

The Rules according to Australian Law:

Consumer law on returns and refunds as a basic premise, a customer has no automatic legal right to return goods to a retailer and seek a refund.

However, a customer is entitled to an exchange on goods purchased under the following circumstances:

If the customer was induced into buying the goods by misrepresentation;
If the goods have a fault about which they could not have known at the time of purchase. (Customers can't complain about defects that were pointed out to them at the time of purchase)
If the goods are not of merchantable quality - a basic level and quality and performance that would be reasonable to expect - bearing in mind the price and the way the goods were described.
If the goods don't do the job the customer was led to believe they would do.
If the goods are substantially different to the description given when ordered. Please note that 'variances' in size, shape, colour and carat weight are not refundable
If the goods don't match a sample shown when ordered.

A customer maybe offered a repair, an exchange or a credit note.

A customer is not entitled to an exchange when:

There is nothing wrong with the goods, but they have changed their mind.
The goods were bought for someone else who simply doesn't want them.
The customer knows, or should have known, about any fault when they bought the goods (eg. if they were seconds).
The item is 'bespoke' has been manufactured to the customers requirements or instructions.
When the damage to goods is caused by the customer's negligence. The supplier is entitled to deduct an amount from any refund.
There is evidence that the item has been knocked or impacted or otherwise damaged
If the customer has used the goods and obtained commercial benefit from the use, the supplier may be entitled to deduct a fair amount from the refund to make up for that benefit.

WORKSHOP JOBS AND REPAIRS
When leaving you goods with Australian Opal Cutters for any and all repairs, workshop jobs, jewellery product adjustments, valuations, opal cutting and/or polishing by leaving your item with us you acknowledge that you do not pass on liability for damage or loss of those items to Australian Opal Cutters. Our company warranty, insurance and or liability does not cover accidental damage or loss of any item whilst in our care. It is further understood that any and all accidental breakages, damage or marks are not the liability of Australian Opal Cutters and whilst the utmost care will be taken to protect, carefully clean and or the repair of your item we are not responsible for the cost of accidental damage or loss,