You are covered by the basic protections under Australian Consumer Law. This means you are entitled to expect your item to be of acceptable quality when you receive it. We determine this to mean free of defects in terms of polish and finish, catching claws, uneven setting, chipped stones and generally being unfit for purpose.
If you feel that your purchased item fails to live up to the acceptable quality, certain remedies under the Australian Consumer Law are available to you. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Note: “major failure” has a specific meaning under the Australian Consumer Law. For more information please refer directly to the ACC https://www.accc.gov.au/consumers
Hope Diamonds offers a warranty against manufacturing defects on all of our jewellery from the date of collection for a period of 12. In almost all cases, if there is a defect present, it will show up within the first couple of months of wear.
If you believe your item has a manufacturing defect, you may return it to us for inspection. Upon inspection, if we determine your merchandise is in fact damaged due to a manufacturing defect, we will repair the merchandise or, if more appropriate we will replace the item.
It is important to note that Hope Diamond will not cover damage to jewellery caused by normal wear and tear or through any fault, negligence or mishandling of the wearer. It is really important to note that the materials used in our jewellery including gold and platinum need to be cared for as they can easily become scratched or bent if the appropriate care is not taken. If it is determined that the damage is not caused by a manufacturing defect, the we will notify you of what can be done to repair the issue and the cost involved to do so.
You can bring your jewellery item in any time if you feel like a stone may be loose or if the claws may have worn down and we are always happy to give you piece a check up for you.