To ensure that our customers are completely satisfied, as part of Australian Opal Cutters’ customer service policy we will gladly repair goods, replace goods or refund the cost of the 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. 

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.

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 refund 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 refund or repairs 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 you will be reimbursed the postage cost. 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.

Repairs, Checks and Polishing

All jewellery checks, polishing, gem re-cutting, re-setting, polishing and jewellery rhodium plating requests are provided under the strict policy that Australian Opal Cutters does not take responsibility for breakages, cracks, or any damage that occurs while under Australian Opal Cutters care. Australian Opal Cutters will use "best efforts" to repair any item that is agreed has been damaged by Australian Opal Cutters at Australian Opal Cutters expense, however this is solely at the discretion of Australian Opal Cutters management. At management discretion when damage occurs an item may be replaced or a credit offered.

Gems

Australian Opal Cutters takes no responsibility for any gem left for repair, remake or polish unless the gem has been tested by management and a signed confirmation of gem quality and authenticity agreed at the point of the item being received by Australian Opal Cutters. Please make sure to provide any certificates that you have with your repair or manufacture to ensure that your gem is tracked and secured.

There are many simulants and synthetic gems that will test on our equipment giving the same test result as natural gems. For this reason we cannot authenticate any gem and if a client requires this level of certainty there are Gem Testing Labs on the 5th floor of 295 Pitt Street who can provide a current verbal (if AOC management are present to hear it) or written certificate if not. So if certainty is required this process is required.

 Pearls

All pearls should be restrung every 6 years. Australian Pearl Divers uses double knotted silk for the re-stringing process. Pearls may be adversely affected by perfumes or chemicals, and should be wrapped in cloth prior to being stored in a jewellery box. Australian Opal Cutters and Australian Pearl Divers takes representation very seriously and as a part of company policy will NEVER represent a freshwater pearl as a South Sea Pearl and visa versa. Pearls however are organic gems and the lifetime wear and tear cannot be guaranteed as wear will change from person to person. Australian Pearl Divers offers a free pearl clean and test service and will re-string pearls under warranty at very competitive rates.