Refund policy
Subject to the terms of this refund policy, JEWELLERY FROM THE BENCH offers a warranty against manufacturing defects for genuine JEWELLERY FROM THE BENCH products, for a period of six months from the date of purchase. This means that you can request a return for goods that are defective or faulty due to manufacturing.
All products are quality checked prior to dispatch to the customer. In the event that a product is proven to be faulty by the maker, each outcome will be based on the nature of the issue and damage to the product. Either an exchange, return, refund or a complementary repair may be issued for that product.
Please note that manufacturing faults do not include general wear and tear during the course of normal use. As such, this warranty does not cover loss, chain breakage, and general wear and tear. General wear and tear includes tarnishing (oxidising) of metal, surface scratches, broken chains, bending of rings, earrings, chain links; or snapped, chipped, cracked or missing gem stones.
Please note that if another jeweller works on your JEWELLERY FROM THE BENCH product (including repairs or resizing) this does void the warranty. JEWELLERY FROM THE BENCH does not take responsibility for any damage due to other jewellers work.
You can always contact us for any return question at info@jewelleryfromthebench.com.
Return process
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@jewelleryfromthebench.com.
To notify JEWELLERY FROM THE BENCH of the fault, please include the below information in your email:
- Your order # or proof of purchase details
- Your full name
- Photographic evidence of the fault along with a brief description of the issue
If your return is accepted, you will be sent a return shipping label, as well as instructions on how and where to send your package. Items sent back to JEWELLERY FROM THE BENCH without first requesting a return will not be accepted.
The customer is responsible for all postage costs associated with returning a product and will be responsible for the goods up to the point that the goods are received by JEWELLERY FROM THE BENCH. JEWELLERY FROM THE BENCH does not accept any liability for products in transit. When returning a product, please ensure the following:
- the product is securely packaged as JEWELLERY FROM THE BENCH does not accept responsibility for returned products damaged in transit.
- the postage method used can be tracked and is insured, such as registered post, as JEWELLERY FROM THE BENCH does not accept responsibility for returned products lost in transit.
All products are quality checked prior to dispatch to the customer. Please inspect your order upon receipt and contact JEWELLERY FROM THE BENCH immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Damages and faults relates to manufacturing damage and faults. This excludes damage caused by accident or misuse. Wear and tear over time is normal and is not considered a fault. General wear and tear includes surface scratches, broken chains, bending of rings, earrings, chain links; or snapped, chipped, cracked or missing gem stones.
Damage and faults also excludes metal oxidisation (tarnish). All metals will tarnish over time, but it will happen much faster if they have contact with agents such as perfume, salty air, sulphur, skin creams, hairspray, chlorine and acidic skin pH. The amount of tarnishing (oxidation) that occurs depends on your skin and jewellery care habits. Tarnishing due to the above reasons, is excluded.
Exceptions/non-returnable items
Certain types of items cannot be returned, like earrings, custom products (such as special orders or personalised items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, JEWELLERY FROM THE BENCH cannot accept returns on sale items.
Exchanges
JEWELLERY FROM THE BENCH does not accept exchanges for change of mind or ordering an incorrect size. Defective items that cannot be repaired can be exchanged for a similar item at an equivalent value.
Refunds
Where a product cannot be repaired or replaced, JEWELLERY FROM THE BENCH will offer a refund of the purchase price.
We will notify you once we’ve received and inspected your return, and let you know if a refund is approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW
You have the protection of consumer guarantees under the Australian consumer law. (Note: The general comments below are not a comprehensive or exhaustive summary of the Australian consumer law.)
Relevantly, the Australian consumer law contains certain statutory automatic guarantees (consumer guarantees) which provide you with a basic guaranteed/automatic level of protection when you purchase products from JEWELLERY FROM THE BENCH in Australia. For example, there is a consumer guarantee that the product is of acceptable quality (that is, free from defects, safe, durable, acceptable in appearance/finish, and fit for wearing based on what a reasonable consumer would regard as acceptable given the type of goods, price of goods (if relevant), description/statements on packaging/labels, statements made by supplier/manufacturer about the goods and other relevant circumstances).
If your JEWELLERY FROM THE BENCH product fails to comply with the applicable consumer guarantees you are entitled to certain remedies under the Australian consumer law. In accordance with the applicable provisions of the Australian consumer law: JEWELLERY FROM THE BENCH products come with guarantees that cannot be excluded under the Australian consumer law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. 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.
Full details of your consumer rights may be found at www.consumerlaw.gov.au