Warranty, Lifetime Care & Jewellery Repair Policy

Australian Opal Cutters stands behind the quality and craftsmanship of the jewellery we sell.

Jewellery purchased directly from our Sydney showroom or Australian Opal Cutters online store is supported by:

1. Your rights and remedies under the Australian Consumer Law;
2. Our additional Two-Year Manufacturer's Warranty; and
3. Our complimentary Lifetime Care & Service Program.

These protections have different purposes and operate alongside one another.

Our Lifetime Care & Service Program is a maintenance and servicing benefit only. It is not a lifetime warranty.

It does not provide an ongoing entitlement to free replacement, refund or major repair because jewellery has become worn, damaged or deteriorated through age or normal use.

---

Australian Consumer Law

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

Your statutory rights are automatic and are not limited by the duration or conditions of our Two-Year Manufacturer's Warranty or Lifetime Care & Service Program.

---

Manufacturing or Workmanship Concerns

If jewellery purchased from Australian Opal Cutters is found to have an issue relating to its manufacture, materials or workmanship, it will not be treated as a change-of-mind return.

The item will be individually inspected and assessed in accordance with:

• The Australian Consumer Law;
• Our Two-Year Manufacturer's Warranty; or
• Both, where applicable.

A manufacturing or workmanship concern may include, for example:

• An assembly issue;
• An issue with a component;
• A stone setting that was not securely completed when supplied;
• A structural issue arising during manufacture;
• A soldering or construction issue; or
• Another issue confirmed by Australian Opal Cutters as relating to the materials or workmanship of the jewellery.

Where an issue is confirmed to relate to manufacture, materials or workmanship, Australian Opal Cutters will provide an appropriate remedy in accordance with the Australian Consumer Law and, where applicable, our Two-Year Manufacturer's Warranty.

Depending on the circumstances, this may include:

• Repair;
• Replacement;
• Exchange;
• In-Store Credit; or
• Another appropriate remedy.

Issues resulting from normal wear, accidental damage, misuse, impact, improper care or natural deterioration are not considered manufacturing or workmanship concerns.

---

Two-Year Manufacturer's Warranty

Australian Opal Cutters provides an additional Two-Year Manufacturer's Warranty on jewellery purchased directly from our Sydney showroom or online store.

The warranty begins from the original date of purchase.

It covers defects in materials or workmanship that become apparent during the two-year warranty period.

Examples may include:

• Manufacturing defects;
• Incorrect assembly;
• Stone settings that were not properly secured when supplied;
• Faulty components attributable to manufacture;
• Structural defects attributable to manufacture; or
• Other defects confirmed by Australian Opal Cutters as arising from materials or workmanship.

All warranty claims are individually inspected and assessed.

---

What the Manufacturer's Warranty Does Not Cover

The Manufacturer's Warranty does not cover damage or deterioration resulting from normal ownership, use or external causes, including:

• Normal wear and tear;
• Accidental impact or damage;
• Misuse or neglect;
• Lost gemstones;
• Chipped, cracked or scratched gemstones;
• Bent, crushed or stretched jewellery;
• Worn claws or prongs;
• Worn chains, clasps, settings or shanks;
• Normal deterioration of plating;
• Scratching or surface wear;
• Exposure to inappropriate chemicals, heat or cleaning methods;
• Failure to follow reasonable jewellery-care instructions;
• Alterations or repairs performed by another jeweller;
• Loss or theft; or
• Conditions specifically disclosed before purchase.

For example, rhodium, gold or other plating gradually wearing through normal use is maintenance rather than automatically being a manufacturing defect.

These exclusions relate only to Australian Opal Cutters' voluntary Manufacturer's Warranty and do not restrict any rights available under Australian Consumer Law.

---

How to Make a Warranty Claim

Please contact Australian Opal Cutters before returning jewellery.

Where reasonably possible, please provide:

• Your name and contact details;
• Proof of purchase;
• A description of the issue; and
• Photographs showing the problem.

The jewellery will be inspected before a determination is made.

Following inspection, Australian Opal Cutters will determine whether the issue is:

• A manufacturing fault;
• Covered under the Two-Year Manufacturer's Warranty;
• Covered by the Australian Consumer Law;
• Normal wear and tear;
• Accidental damage; or
• A paid repair or maintenance issue.

If a claim is accepted, Australian Opal Cutters may repair the covered defect, replace the item with the same or a reasonably comparable item, provide a store credit where appropriate, or provide another remedy.

Nothing in this policy limits any remedy available under Australian Consumer Law.

Return Costs for Fault or Warranty Claims

The customer is initially responsible for securely packaging, sending and appropriately insuring jewellery returned for assessment in accordance with our return instructions.

Where the claim is accepted as a manufacturing fault or defect covered by the Two-Year Manufacturer's Warranty, Australian Opal Cutters will reimburse reasonable standard return-delivery and insurance costs upon proof of expense and will bear the reasonable cost of returning the item to the customer.

Where the item is not covered, postage, courier and insurance expenses remain the customer's responsibility unless Australian Consumer Law requires otherwise.

---

Complimentary Lifetime Care & Service Program

Australian Opal Cutters wants jewellery purchased from us to be enjoyed and maintained for many years.

For this reason, eligible jewellery purchased directly from Australian Opal Cutters receives access to our complimentary Lifetime Care & Service Program.

The program is available to:

• The original purchaser; or
• A documented gift recipient who can reasonably demonstrate that the jewellery was originally purchased from Australian Opal Cutters.

For the reasonable serviceable life of the jewellery, eligible pieces may be returned to us for routine care and inspection.

Subject to inspection and approval, complimentary care may include:

• Professional jewellery cleaning;
• Polishing;
• General condition inspection;
• Checking stone settings;
• Checking claws and prongs;
• Minor tightening of loose claws or prongs where the existing claws remain structurally serviceable; and
• Other minor routine servicing considered appropriate by Australian Opal Cutters.

No labour charge applies to approved routine Lifetime Care services listed above.

---

What Lifetime Care Does Not Include

Some jewellery work involves rebuilding, replacement materials, specialist workshop work or repairing damage rather than routine maintenance.

These services are not included free of charge under Lifetime Care.

Examples include:

• Rebuilding worn claws or prongs;
• Re-tipping claws or prongs;
• Replacing missing claws;
• Replacing missing or damaged gemstones;
• Re-setting gemstones where substantial repair work is required;
• Repairing accidental damage;
• Major structural repairs;
• Re-shanking rings;
• Replacing worn sections of rings;
• Replacing chains;
• Repairing broken chains where substantial work is required;
• Replacing clasps;
• Replacement settings;
• Replacement findings or components;
• Precious metals used in a repair;
• Gemstones or other replacement materials;
• Ring resizing;
• Jewellery remodelling;
• Engraving;
• Rhodium plating;
• Gold plating or replating;
• Silver or specialist plating;
• Specialist external services;
• Substantial workshop labour;
• Postage, courier, insurance or transport costs;
• New or updated jewellery valuations;
• Insurance valuations;
• Damage arising from misuse, accident or neglect;
• Repairs made necessary by work performed by another jeweller; or
• Replacement of jewellery because the item has become old, worn or reached the end of its reasonable serviceable life.

Where a repair requires replacement materials or paid workshop labour, Australian Opal Cutters will provide or approve a quotation before paid work proceeds.

---

Jewellery Repair Price Guide

The following are current retail/customer-facing prices in Australian dollars. Prices include GST where applicable.

Final pricing depends on the jewellery's construction, metal, condition, gemstones, replacement materials and complexity of the work. Complicated, antique, pavé, opal-sensitive or high-risk work may require individual assessment and quotation.

No paid repair work will proceed without customer approval.

Prices are subject to inspection and may change as workshop, labour and precious-metal costs change.

Precious metals, gemstones, specialist findings and other replacement materials may be charged separately.

Jewellery containing opals or other delicate gemstones may require specialist assessment before repair work is accepted. Ultrasonic cleaning is not used on opal jewellery.

---

Valuations

Australian Opal Cutters can prepare or update jewellery valuations at the customer's request.

Indicative Valuation Fees

Valuation update – existing AOC valuation/certificate: $75 per item where the item requires a straightforward current replacement-value review and updated documentation.

New formal written jewellery valuation — from $150 per item

Complex pieces, multiple-stone jewellery, high-value jewellery or work requiring additional research may cost more.

The applicable fee will be confirmed before the valuation proceeds.

Updated valuations and insurance valuations are not included free of charge under the Lifetime Care & Service Program.

A valuation represents Australian Opal Cutters' professional opinion at the date the item is inspected.

A valuation is not:

• A guarantee of resale value;
• An investment guarantee;
• An offer by Australian Opal Cutters to purchase the jewellery; or
• A guarantee that an insurer will accept the valuation.

Customers should confirm their insurer's documentation and valuation requirements.

---

Meaning of "Lifetime"

For the purposes of the Australian Opal Cutters Lifetime Care & Service Program, "lifetime" means the reasonable serviceable life of the jewellery item.

It does not mean the lifetime of the purchaser and it does not mean every repair will be provided free of charge indefinitely.

Jewellery is a wearable product.

Over time, components including claws, settings, chains, clasps, shanks, solder joints and surface finishes can naturally wear and eventually require repair or replacement.

The Lifetime Care & Service Program may cease where:

• The jewellery can no longer safely be serviced;
• Essential components are missing;
• The item has been materially altered;
• The jewellery has deteriorated beyond reasonable servicing;
• Continued servicing would create an unreasonable risk of damage; or
• Repair would effectively require rebuilding or replacing the jewellery rather than maintaining it.

Repairs carried out or approved by Australian Opal Cutters do not automatically end eligibility for Lifetime Care.

Where another jeweller has worked on only one part of an item, Australian Opal Cutters may continue to provide Lifetime Care on unaffected parts where we consider it reasonable and safe to do so.

---

Assessment Before Repairs

Jewellery must be inspected before Australian Opal Cutters can confirm whether work is:

1. A fault covered by Australian Consumer Law;
2. Covered by the Two-Year Manufacturer's Warranty;
3. Included under complimentary Lifetime Care; or
4. A paid jewellery repair.

We will explain which category applies before proceeding with paid work.

Where additional work becomes apparent after workshop inspection, we will contact the customer for approval before undertaking additional chargeable repairs.

---

Contact Australian Opal Cutters

Warranty Provider

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 contact Australian Opal Cutters before posting or couriering jewellery to us for inspection, servicing, valuation or repair.