Lifetime Manufacturing Warranty
At Cullen Jewellery, we pride ourselves on the expert craftsmanship of our special occasion jewellery. Our mission will always be to provide beautiful, ethical jewellery that can be enjoyed for a lifetime. For this reason, every piece of jewellery we craft undergoes rigorous quality control testing.
Australian Consumer Law
Our products and services come with guarantees under the Australian Consumer Law. If you experience a minor issue with our products, you can request a free repair. If you experience major issues with our service, you are entitled to the below options once an assessment has been conducted by Cullen Jewellery:
- Cancel your service contract with us, and
- A refund for the unused portion, or reimbursement for its reduced value.
- To have the problem rectified in a reasonable time.
- You are also entitled to compensation for any damages or losses suffered from a problem with our products or service that we could have reasonably foreseen.
Exceptions to Guarantees
Consumer guarantees do not apply if you:
- Received what you asked for but simply changed your mind, found it cheaper elsewhere, decided you did not like the purchase or had no use for it;
- Misused the product in any way that caused the problem;
- Knew of or were made aware of any faults before you bought the product;
- Asked for a service to be completed in a certain way against the advice of Cullen Jewellery or were unclear about what you wanted.
Lifetime Manufacturing Warranty
Cullen Jewellery offers a free Lifetime Manufacturing Warranty from the date of purchase against any manufacturing defects on all Gold and Platinum jewellery.
Manufacturing defects refer to the structure of the jewellery, and most manufacturing defects show up within the first few months of wearing. Any item found defective as a result of manufacturing will be repaired or replaced by Cullen Jewellery at no charge.
What is Covered By Our Lifetime Manufacturing Warranty
Some examples of manufacturing defects which are covered under our Lifetime Manufacturing Warranty include:
- Porosity, surface pores, blemishes in the metal;
- Uneven settings found at time of pick up or during servicing with us;
- Chips, scratches or nicks in stones given at time of pick-up or during servicing with us;
- Rhodium plating 'splashes' of stains on the metal found at the time of pick up or during servicing with us.
Claiming your Lifetime Manufacturing Warranty
If you believe your jewellery has a manufacturing issue, please complete the steps below:
- Call us on 1300 977 619 or email firstname.lastname@example.org and one of our team members will be in touch with you.
- Upon discussion with one of our team members, we can arrange the best way to return your product for an assessment by dropping it off at any one of our Showrooms or via Post. When returning by mail, all returns must include the original packaging and accompanying materials, including the packing slip and all stone certificates. Wrap the jewellery securely in a protective shipping package together with a copy of the invoice and a note with your contact details. Failure to do so may result in you not receiving the full refund amount as we are not held responsible for incorrect packing.
- There is a $40 AUD two-way postage fee (within Australia) or $200 AUD two-way Postage fee (from outside Australia) that is required as a postage deposit;
- Please thoroughly read through what is and what is not covered by our Lifetime Manufacturing Warranty, as the postage deposit will not be refunded if the issue is found not to be a manufacturing defect;
- We will conduct a free assessment of the jewellery to determine whether the damage is under warranty;
- If the damage is not under warranty, we will send you a repair quote for your approval. If you do not wish to proceed with the repair, your pre-paid deposit will cover the return shipping;
- If the issue is found to be a manufacturing defect, your postage deposit will be refunded in full, and the repair will be conducted at no charge;
Repairs or services performed by any jeweller other than Cullen Jewellery will void your Lifetime Manufacturing Warranty.
Wear and Tear (not covered by Lifetime Manufacturing Warranty)
All fine jewellery, particularly rings, can be affected by normal wear and everyday activities. Our Lifetime Manufacturing Warranty does not cover any damage to jewellery, loss of stones due to accidents, mishandling or abusive use, theft or damage caused by general wear and tear.Some examples of common jewellery issues that would not be considered manufacturing defects include:
- Dents, abrasions and scratches on the settings. Metals are malleable and over time they will exhibit signs of wear. We recommend booking a yearly jewellery assessment where a jeweller can check that your stone settings are secure. After a professional clean and polish, your ring will be looking brand new again.
- Chips, scratches, nicks, and breakages on the gemstones due to wear and tear or accidents. Diamonds and moissanite are the hardest gemstones on earth but they are not indestructible. If a gemstone is hit or knocked at a certain angle, they can chip or crack. Regardless of the impact force, a gemstone is highly susceptible to breaking when hit along its weakest part (usually the edges or girdle). Gemstones set with exposed edges, such as in a prong setting, are at higher risk of sustaining damage.
- Pits and holes in your setting created by exposure to corrosive chemicals e.g. chlorine bleach, heavy cleaning products.
- The discolouration of precious metals caused by chemicals, make-up, exposure to chlorine in pools and hot tubs, or bathing.
- Precious metals (especially claws and bands) can wear down over time and may need to be restored as part of normal wear.
- Prongs that get caught, bent or worn down by everyday wear and allow a stone to fall out.
- The loss of a gemstone caused by damage from everyday wear or from other damage.
Our Lifetime Manufacturing Warranty is only valid with proof of purchase provided and if the jewellery has not been altered in any way.
To maintain the beauty and life of your ring, we recommend taking your ring off for any hands-on work. A good rule to follow is that jewellery should be the last thing you put on when going out and the first thing to take off when home. We strongly recommend removing your ring before any sporting activities, gym and heavy housework (e.g. dishes, gardening).