Warranty

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 years from the original date of purchase. This is manufacturer error, not accidental damage, cracking or chipping.

Our liability under this warranty is subject to Mystique Australian Black Ridge Opals 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 Mystique Australian Black Ridge Opals 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 Mystique Australian Black Ridge Opals 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 unforeseen occurrences 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.

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 jeweller 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 which of the various methods are available.

WARRANTY TERMS

To ensure that our customers are completely satisfied, as part of Mystique Australian Black Ridge Opals 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 Mystique Australian Black Ridge Opals 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, Mystique Australian Black Ridge Opals 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 Mystique Australian Black Ridge Opals and 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.

White Gold

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.

Internet orders

Every care has been taken to describe h 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.