Guarantee


H&H Jewellery 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 14 days (of the delivery date) and H&H Jewellery 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.

We are not able to refund the shipping cost as that will have been incurred and products must be returned at the customer's shipping cost.

This guarantee is valid for 14 days from the date of delivery to the customer. Refunds will not be given after 14 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 H&H Jewellery's 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 14 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
* 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 personalized engraving) 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  
* if you do not like the texture of the product (eg. satin finished or polished finished)
* 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 only with H&H Jewellery's sole discretion)
* if there is a small variation in the product specifications (eg. a natural variation in gems colours like opals, sapphires, etc.or a small variation in  the width or the length or the weight of any jewellery item and/or small variations in the gemstone sizes)
* 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 .
* 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 shipping's costs charged to the customer. This guarantee does not affect or limit your statutory rights as a consumer.

Personalized 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 personalized 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, H&H Jewellery, 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 H&H Jewellery will make their final decision on a case by case basis. Please note that we are not able to exchange custom made rings or custom made 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 (eg. small variations in the width, in the length or the weight of any jewellery item) or small variations in the gemstone(s) colours (eg. gemstones such as opals, sapphires, rubies, emeralds etc .) or small variations in gemstone sizes that 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, H&H Jewellery 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:

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.

Please note that for international customers the return instructions are important to minimize your costs for the return delivery fees and any applicable customs fees.

The product must be returned to H&H Jewellery within the 14 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 14 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's costs charged to the customer.

The customer will pay and be responsible for all shipping costs for the return of the product to H&H Jewellery. Under no circumstances will H&H Jewellery be responsible for any shipping costs.

Once we receive the returned product we will contact you to confirm receipt.

Wrong finger size ordered by customers:

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 and we may agree to manufacture a new ring for you (if necessary) or resize the ring for you (if it is possible to resize the particular ring style to the size required) for a small fee.

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. We will then provide return delivery instructions for you.

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.

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 personalized 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 H&H Jewellery or another jeweller with a personalized 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. Under no circumstances will H&H Jewellery be responsible for
any shipping costs.

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:

The above guarantee will not apply if an order is cancelled before you receive the product.

H&H Jewellery reserve the right not to accept a cancellation and to proceed with delivery of the product. H&H Jewellery 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 H&H Jewellery's   discretion.
* If a customer attempts to cancel an order more than one week after the order date the cancellation may be refused by H&H Jewellery 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
H&H Jewellery's discretion.

 

Orders that the guarantee applies to: Subject to the above, this guarantee applies exclusively to orders received through a H&H Jewellery's web site and telephone orders and does not apply to customers who purchase and/or pick-up the product(s) from the Elsternwick store.