RETURNS AND REFUNDS
As a general rule, we assess returns and refunds on a case by case basis.
We offer exchanges and/or refunds only where the products:
- Faulty item – (other than where the fault is caused by you)
- Misdescribed by us – (as determined by us in our sole discretion)
- We will not offer an exchange or refund for any other reason.
We do not accept returns or exchange on sale or discounted items unless there is a fault.
Our opals are sold as per photos and videos. Please inspect these carefully as we do not offer exchanges or refunds based on any faults / blemishes / minor cracks / discrepancies to the opals not seen by you before purchase.
If we are selling an opal that has a crack (ie some boulder opals), these are sold as is and are not covered by our lifetime guarantee for natural cracks offer. We have deemed these opals stable for sale, usually at a discounted price.
We will not take any responsibility for breakages, cracks or damage to the opals during handling of the items in postage and whilst a jeweller works with the opals.
All items need to be returned to us in their original condition, in the ORIGINAL PACKAGING & UNTOUCHED.
Duty of care: You have a duty of care for the product while it is in your possession.
If you damage the product, then subsequently return the product, you may not be granted a refund or exchange on the item.
Change of mind: We do not accept returns for change of mind or circumstances.
We provide full zoomable photographs, video, weight and measurements to ensure that our customers can make a good decision on if they wish to purchase an item from our website.
Items must be returned to us within 7 days of your receipt of the order to be eligible for an exchange or refund.
Items returned beyond this period will not be accepted by us, and will remain your responsibility.
If you are entitled to a refund or exchange, we will only grant you the refund or exchange once evidence of the faulty product or misdescription is received by us.
We have received the product and have inspected it and assessed whether it is eligible for a refund or exchange.
We will not be responsible for the payment of any delivery costs or any import or customs duties, taxes, levies or other liabilities that may apply.
We strongly recommend returning via registered post with a tracking ID so that your parcel does not go missing.
We package our opals very well for safe transit and if anything does happen to the item during transit, or if the item goes missing in transit then we will not be liable for this.
We cover all of our shipments with full insurance for theft or breakage up until point of delivery (ie letterbox, doorstep ect).
Our insurance does not cover theft of mail after point of delivery so please ensure you are sending your opal to a safe place.
If you would like to cancel your order before dispatch please contact us ASAP as we generally post items within a few hours of receiving your order.
We will not be able to offer a refund after the item has been shipped.
Please Contact us in regards to sending return parcels before shipping.