Refund, Exchange and Warranty Policy


We are not registered as a second-hand dealer.


We do not refund our jewellery but can offer an exchange or store credit.

Proof of purchase is required.


We can offer an exchange within 7 days after a purchase made from our store.

We cannot exchange the item if it has been altered or damaged in any way.

If the item chosen for exchange is cheaper than the original item, a store credit is issued.

Proof of purchase is required.

(Ask staff about our extended exchange option if 7 days is too short).


Store credit

Store credits are valid for 3 years.

They can only be acquired by exchanging an item purchased through us within the time limit or via a gift certificate.

They can be used towards the purchase of already made jewellery, custom jewellery, gift vouchers or jewellery repairs.

If you are wishing to purchase an item over our website using your store credit please contact us at for assistance.



We have a 12-month warranty that covers only manufacturing errors.

Harm, or wear/tear damage caused by the wearer is not covered by warranty.

Our experienced jeweller will examine the item thoroughly to determine the cause of damage.

Proof of purchase is required.

Jewellery Insurance

We don’t offer an extended warranty.

A warranty only covers manufacturing errors and excludes accidental damage. Manufacturing errors typically are always noticed within the first 12-months of wear. During this period we offer a complimentary instore warranty.

For your peace of mind… Q Report Jewellery Insurance will cover both loss and damage of your item worldwide over 12-month periods with a flexibility of an additional 50% cover of the items’ value if it has increased.

We can set-up your policy prior to collection of your purchase, in-store at collection, or provide a link for you to set it up yourself at home.

To find out more please visit our Q Report page.


We CANNOT buy back any jewellery items we have sold as we do not have a second-hand license.


Product aftercare

We advise that jewellery should not be worn during rough activities, housework/gardening, or at swimming pools/spas or at the beach.

Chlorine in swimming pools can make jewellery metals brittle.

Opal triplets/doublets must not be submerged in hot soapy water to avoid layer separation.

Do not spray perfume or use beauty products around jewellery as this can discolour metals and/or damage the stone (especially pearls!).

Sun-cream, moisturiser and any other oily goods will dirty both diamonds and gemstones.

If you think you have damaged a jewellery item and are concerned, please bring it in for inspection.


Shipping returns

Contact us in advance if you’re returning your product for exchange or warranty.

To return your product, you should mail your product to: 653 Hay Street Mall, Corner of London Court Arcade, Perth WA 6000.


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.


Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning items of high value, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.



Need help?


Contact us at for questions related to this page.