Warranty

At Cullen Jewellery, we pride ourselves on the expert craftsmanship of our fine jewellery. Our mission will always be to provide beautiful, responsible 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 that cannot be excluded under the Australian Consumer Law.

If you have a problem with a product:

• Minor problems – If the issue is minor and can be fixed, we will repair it at no cost within a reasonable time. If it is not repaired within a reasonable time, you may choose a refund or replacement.
• Major problems – If the problem is major (for example, the item is unsafe, very different from its description, substantially unfit for purpose, or cannot be repaired within a reasonable time), you may choose a refund, replacement, or keep the item and receive compensation for any drop in value.

If you have a problem with a service:

• Minor problems – We will fix the problem at no cost within a reasonable time. If not fixed within a reasonable time, you may cancel the service and receive a refund for the unused portion or have it completed elsewhere at our cost.
• Major problems – If the problem is major, you may cancel the service immediately and receive a refund for the unused portion, or keep the service at a reduced price.

Compensation for loss or damage:

• You may also be entitled to compensation for any reasonably foreseeable loss or damage caused by a problem with our goods or services.

For more information about your rights, visit the Australian Competition and Consumer Commission website at www.accc.gov.au.

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 Coverage

Engagement Rings, Wedding Rings & Fashion Rings

• Coverage: Lifetime Manufacturing Warranty from the date of receipt on all engagement rings, wedding rings & fashion rings.
• What’s Covered: Manufacturing defects relating to the structure of the jewellery, including:
  
  
  • Porosity, surface pores, or blemishes in the metal.
  • Uneven settings identified at pick-up or during servicing.
  • Chips, scratches, or nicks in stones identified at pick-up or during servicing.
  • Rhodium plating stains or “splashes” identified at pick-up or during servicing.

Fine Jewellery – Earrings, Chains, Bracelets & Pendants

• Coverage: 2-Year Manufacturing Warranty on earrings, chains, bracelets and pendants from the date of completion against manufacturing defects.
• What’s Covered: Structural defects are generally visible within the first few months of wear.
• Remedy: Any defective item will be repaired or replaced at no cost.
• Repairs: Items outside of the 24-month Manufacturer’s Warranty period will need to be individually assessed for repair or replacement cost.

Precious Gemstones – Lab-Diamonds, Moissanite & Sapphires

• Coverage: Lifetime Manufacturing Warranty covers all Lab-Diamond, Moissanite, Sapphire stones and applies only to the characteristics selected at the time of sale.
• Excludes: Wear-and-tear damage, accidental loss, mishandling, theft, chipping, cracking, or breakage from impact.

Claiming your Lifetime Manufacturing Warranty

If you believe your jewellery has a manufacturing issue, please complete the steps below:

• Contact us via our contact form 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.

• 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, it 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.

Jewellery Care

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).

View our ring care guide for more information.