Refund policy

We stand behind the quality and craftsmanship of our products and are committed to achieving 100% customer satisfaction.

If the goods you receive have been damaged in transit or are faulty,
please contact us immediately by telephone on 07 5563 0113 or by email
on info@justbjewellery.com.au on the day of receipt. If the package is damaged on arrival, you may be asked to return the goods with its original packaging.

We offer a 7-day return policy on online purchases (some exclusions apply – details listed below). If for any reason you are not satisfied with your purchase, you may return it within 7 days for replacement, exchange, or store credit. (subject to the terms below). We do not offer full refunds.

Our Ready to Wear jewellery (excluding special order items) purchased in-store are also eligible to be returned within 7 days of purchase.

Our custom-made jewellery pieces are non-returnable and non-refundable, and an order cannot be cancelled after a deposit has been paid.

Process

If you are returning an online purchase or Ready to Wear Jewellery, you will be able to exchange or claim store credit subject to the following terms:

• Your purchase must be returned within 7 days of your receipt of the item. For online purchases, the 7 days commences on the day your package is delivered to the destination address.
• You must return your purchase prior to any resizing.
• The jewellery piece must be returned unworn in its original condition. Each piece will be inspected by one of our jewellers and undergo a quality assessment.
• Your item must be returned in their original product packaging with the original product tags attached and with all paperwork (such as diamond certificates or watch instruction booklets). You should Include a copy of your shipping confirmation email or order confirmation email in the package. Any returns which are not accompanied with the original packaging and paperwork will not be processed.
• If the original sales receipt is not available, (for example, because you received the product as a gift or the original receipt is lost by you), we may, at our discretion, offer an exchange only so long as the item is returned in saleable condition and with all original packaging.
• If you have simply changed your mind about your purchase, we may, at our discretion, accept items for exchange or store credit if returned under the same conditions.
• We do not offer exchanges, refunds or cancellations for orders of any item that has been ordered with engraving or is customised in any way, or for any design that is excluded from our free resizing policy (see Resizing Policy below).

If you return your order for exchange or store credit, then your second purchase of a similar item is non-returnable (unless the reason for returning the initial purchase is covered by our guarantee).

Loose diamonds, gemstones and pearls cannot be returned, and an order cannot be cancelled once a deposit has been paid. We may be able to exchange the stone or pearl for you, but it is entirely at our discretion and will be assessed on a case-by-case basis.

Special Orders

Please note that we are unable to offer exchanges or refunds on bespoke items or special orders. This means that we cannot provide refunds or exchanges on items that have been specially made to order for you, items that have been altered or personalised in any way, and products that are not normally stocked by Bartlett Master Jewellers but have been ordered specially at your request. Bespoke or specially ordered products may only be returned if they are faulty or were supplied incorrectly. This does not affect your statutory rights.

Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. 

Consent

By using this website you are agreeing to the terms of this returns policy (as amended from time to time).