Gillett's Jewellers are committed to the provision of high quality
products.
Guarantee: We guarantee that our products will be
delivered in new condition without damage or fault in craftsmanship.
If the product was damaged or faulty in its craftsmanship at the time of
delivery to you (the customer), you may return the product within 30 days
(of the delivery date) and Gillett's will refund the product price or
replace the item.*
*Note: We reserve the right to exchange, repair or correct a
fault/defect rather than providing a refund. This guarantee is subject to
some exceptions that are outlined below.
This guarantee does not affect or limit your statutory rights as a
consumer.
This guarantee is valid for 30 days from the date of delivery to the
customer. Refunds will not be given after 30 days of the date of delivery
of the item to the customer (except as required by law).
To claim a refund the instructions below (and those subsequently
provided by Gillett's Jewellers staff) must be followed. See the section
below headed 'Procedure for claiming a refund and returning products and
return shipping instructions'.
A refund will not be given in circumstances that include:
- if the product is not returned within 30 days of the date of
delivery to the customer (except as required by law);
- if the returned product is not received back in its original new
and unused condition (more
info);
- if the item received back from the customer has been damaged
(damaged after it was delivered to the customer);
- if the product once inspected by our jewellers is found not to be
faulty or damaged;
- if we have specially made the product at the customer's request
(custom made items and quoted items) unless the product was damaged or
faulty at the time of delivery to the customer in which case the
guarantee will apply;
- if the product has been engraved at the customer's request (a
personalised engraving) (more
info) unless the product was damaged or faulty at the time of
delivery in which case the guarantee will apply;
- if the product is or becomes scratched (more
info);
- if you do not like the texture of the product (eg. satin finish)
(We can help you to arrange the texture you prefer.
more info);
- if the product was a gift and the gift recipient does not like the
product or does not wish to keep the product (An exchange of product
may be possible -
see more info);
- if there is a small variation in the product specifications (eg. a
natural variation in opal colour or a variation in width of less than
0.5mm
more info);
- if you have changed your mind and you no longer wish to keep the
product;
- if you do not like the general design/style of the product or if
once you receive the product you decide that you would prefer a
different design/style
more info);
- if your circumstances have changed and you no longer require the
product;
- if you have found and/or purchased a product elsewhere.
Before claiming a refund you should check these guarantee/refund
exceptions. If one of these exceptions applies a refund will not be
provided and the products may not be returned. If the goods are returned by
the customer when one of these exceptions applies, the products(s) will be
sent back to the customer with the shippings costs charged to the customer.
This guarantee does not affect or limit your statutory rights as a
consumer.
Click to see more information about the exceptions.
Personalised engraving: Please note that the
guarantee will be voided and a refund will not be available if you
request your product to be engraved with a personalised message. Also,
if you have a personal engraving added to the product after it has been
delivered to you, the guarantee will be voided and a refund will not be
available.
Original condition: Original new and unused
condition means that there are no missing stones, damage to any part of
the product, scratches, marks or any wear whatsoever. We do not sell
used items and will not accept any item with any indication that it was
used or worn or damaged. In such cases, the item will be returned to
the customer and the customer will be charged for the full purchase
price, any shipping (and any customs related fees) incurred in
delivering the product to the customer in the first instance and for
the return shipping of the product.
Texture: This guarantee does not apply to the
texture applied to a product (eg. a satin finish texture). A refund
will not be given if you do not like the texture. If you would prefer a
different texture to the texture you ordered, you can contact us and we
can provide instructions as to how you can have the texture changed to
your preferred texture (A fee may apply for having a new texture
applied).
Gifts: This guarantee will not apply if the product
is a gift and the recipient does not like the type or specifications of
the product or they do not like its overall appearance. A refund will
not be given for gifts in this situation. However, Gillett's Jewellers,
in their sole discretion, may agree to offer an exchange of a product
in some circumstances. Note, an exchange of a gift product for another
item is not guaranteed, and Gillett's Jewellers will make their final
decision on a case by case basis. Please note that we are not able to
exchange custom made rings/jewellery.
Product specifications: Please note that depending
on the particular product, unless otherwise specifically communicated
to the customer, the item delivered will be of the same design, though
may or may not be the exact item pictured on the web site (for example
because multiple items in the same design may be in stock; because a
new item will be manufactured or a ring needs to be manufactured in the
customers specific finger size.) When the exact same item is not
delivered, the same design of product will be delivered.
Please note that when jewellery is manufactured that, due to
jewellery manufacturing techniques, including the hand making or hand
finishing of some items or custom made jewellery, some variations may
occur from item to item. Jewellery specifications outlined on this web
site are based on the specifications of the item pictured, measured and
described using jewellery measurement equipment available at the time,
and/or information provided to us by the suppliers/manufacturers of the
item. Variations such as small variations (eg. variations of less than
0.5mm) in the width and/or depth of items and variations in the
gemstone(s) colour (eg. natural variations in gemstone colour such as
opal colour) and/or gemstone size may occur from item to item. Whenever
possible variations between items will be kept to a minimum. This
guarantee does not apply to small variations between items. A refund
will not be given for such a variation.
Design/style of item:The guarantee is for the
craftsmanship of the product and that the product is free from damage
or faults.
The guarantee is not a guarantee of your satisfaction with the
general appearance or the type of design/style of the product.
Detailed product descriptions and pictures are provided to allow you
to decide whether you like the type of design/style of the products
before purchasing them.
A refund will not be given if you decide that you do not like the
style or design of the product once you receive it or you decide that
you would prefer a different design/style.
For example a refund will not be given if once ordering a bezel set
ring you decide you would prefer a prong set ring; or if you order an
8mm wide ring and you later decide that you would prefer a 6mm wide
ring; or if you order a titanium ring with a yellow gold inlay stripe
and you later decide that you would prefer a white gold ring with a
yellow gold inlay stripe; or if you decide that now that you've seen a
grain set diamond wedding ring, you'd prefer a channel set diamond
wedding ring or a plain gold wedding ring.
Scratches: We do not guarantee that jewellery items
will not scratch. The above guarantee will not apply for scratches on
the jewellery item. You should note that all types of jewellery can
scratch. Some scratches can and will accumulate as soon as the item is
worn. There is not a minimum time frame before which scratches cannot
appear. On occasion some scratches may appear at the time of delivery,
most likely having occurred during transit of the item to you. Such
scratches will not be sufficient to claim and be given a refund under
this guarantee. The guarantee will not apply when scratches on the
jewellery item appear. A return will not be accepted of a scratched
item. A refund will not be available because an item is scratched or
becomes scratched in the future.
Wrong product delivered:If the product delivered is
not the correct product, in that it is not the product that was ordered
because either the wrong product has been delivered, or an error was
made in the style/design of the product, Gillett's will correct the
error by rectifying it or exchanging the product for the correct
product. A refund will not be available in this circumstance.
Procedure for claiming a refund and returning products and
return shipping instructions:
Click here to see information about the procedure for claiming a refund,
requesting a resize (when the customer ordered the wrong finger size) or to
a request to exchange a gift item.
Before claiming a refund you should check the guarantee/refund
exceptions outlined on this page.
To claim a refund under this guarantee you must first notify us
within 30 days by phone or e-mail to advise us of the problem with the
product.
If a refund is being sort, we will advise whether a refund is
possible (Note: all refunds are subject to inspection of the goods by
our jewellers once the item is returned by the customer).
If a resize/remake is required, we will advise whether it is
possible and any resize/remake fees that will apply.
If an exchange of a gift item is sort we will advise whether an
exchange will be allowed.
We will then send return delivery instructions to you by e-mail.
Those return delivery instructions must be followed.
Return shipping fees will not be payable by Australian customers
when the guarantee applies and the customer is seeking a refund, repair
or replacement product.
Return shipping fees will be payable by Australian customers when
the customer is seeking an exchange of product where there is no fault
with the original product. For example when an exchange of a ring for a
different finger size is sort, or when an exchange of a gift product is
sort for a different type of product.
Please note that international customers will be responsible for
return shipping fees and the return instructions are important to
minimise your costs for the return delivery fees and any applicable
customs fees.
The product must be returned to Gillett's Jewellers within the 30
days from the date it was delivered to the customer.
If a product is returned without following these instructions; if a
product is returned without contacting us first; if it is returned
outside the 30 day period, or if a refund will not be given because one
of the exceptions applies, a refund will not be provided - If the goods
have already been returned in one of these four circumstances, the
products(s) will be sent back to the customer with the shipping costs
charged to the customer.
Customer will pay and be responsible for all customs related fees or
duties that are imposed on the returned parcel - If international
customers follow the return delivery instructions customs duties will
normally be minimised or avoided in most circumstances). Gillett's
Jewellers will not be responsible for any customs duties/taxes.
Once we receive the returned product we will contact you to confirm
receipt.
Wrong finger size ordered by customers:
Click here to see information about what happens when a customer orders a
wrong finger size.
If you supply to us an incorrect finger size in your order this
guarantee will not apply and a refund will not be available.
We will
however make any suggestions to you regarding resizing the ring to the
required size. Gillett's at their discretion may agree to manufacture a
new ring for you or resize the ring for you (if it is possible to
resize the particular ring style to the size required) for a fee.
Exchanges for a different finger size are not available for custom
made rings. If your ring was custom made for you, or you purchased a
ring from a quote, or you ordered a ring through the 'design your own
titanium ring' section, an exchange with another finger size will not
be available nor will a refund be available.
You must notify us within 30 days of the delivery date as to the
need to have a ring resized/remade in a different finger size. If we
are able to exchange the ring or resize the ring, we will then provide
return delivery instructions for you. For international customers, it
is important to follow the return delivery instructions to minimise
your costs for delivery and any customs fees.
Please note: If we agree to resize/remake a ring for you a resize
fee, or if a new ring needs to be made, a remake fee will be payable if
you ordered in the incorrect finger size. The remake fee varies
according to the ring design, though to give an indication, for most
wedding rings the remake fee will be approximately 25% of the rings
original price.
Also, depending upon the difference between the inaccurate finger
size supplied by you and the actual finger size required there may be a
small additional charge for a larger size to cover the extra metal
required.
If the ring has a personalised engraving - A resize may be possible
(if the ring can be resized to the required size) though a remake of a
ring is not possible if the original ring has been engraved by
Gillett's or another jeweller with a personalised engraved message.
If a new ring needs to be made for a customer, the original ring
must be returned in its original, undamaged, unworn, unused
condition.
You must prepay and be responsible for the shipping costs of
returning the product to us. Gillett's will not be responsible for any
shipping costs or customs duties/taxes related to the exchange of
products. (If customs duties are applied on the parcel they will also
be at your cost : note that following our return delivery instructions
will minimise or remove any customs duties).
We are not able to provide a refund under the guarantee and then
make a new ring in the correct finger size. If a refund is sort and
then a new ring ordered, a resize/remake fee will be charged.
Cancellations:
Click here to see information about order cancellations
The above guarantee will not apply if an order is cancelled before
you receive the product. The above guarantee will not apply if a layby
is cancelled (see layby cancellation terms).
Gillett's reserve the right not to accept a cancellation and to
proceed with delivery of the product. Gillett's may however use their
sole discretion to accept a cancellation as they see fit and provide a
refund or partial refund as they see fit. Cancellation fees may
apply.
The following provides general guidelines for cancellations
scenarios:
- If a product has been dispatched that order may not be
cancelled and a refund will not be given.
- Cancellations of custom made jewellery items will not be
accepted and a refund will not be given.
- A refund will not be given when a previous attempt to cancel
the order before it was dispatched was made.
- If a customer attempts to cancel the order within one week of
the order date a cancellation fee of between 10-50% may apply and
the balance may be refunded, at Gillett's discretion.
- If a customer attempts to cancel an order more than one week
after the order date the cancellation may be refused by Gillett's
and a refund denied, or a cancellation fee in the vicinity of, or
higher than that shown above may be applied with the partial refund
of any balance amount given, at Gillett's discretion.
Orders that the guarantee applies to: Subject to the
above, this guarantee applies exclusively to orders received through a
Gillett's Jewellers web site and telephone orders and does not apply to
customers who purchase and/or pick-up the product(s) from the Brisbane
store.
If you have any questions about our guarantee please contact us.