Lifetime Manufacturing Warranty
At Lotus Jewels, exceptional craftsmanship is the cornerstone of our brand. We are dedicated to creating timeless, ethically crafted jewellery designed to be treasured for a lifetime. Every piece is thoughtfully made and carefully inspected to ensure it meets our uncompromising standards of quality and excellence.
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 Lotus Jewels:
- 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 Lotus Jewels or were unclear about what you wanted.
Lifetime Manufacturing Warranty
At Lotus Jewels, we take pride in the enduring quality of our craftsmanship. That’s why every piece of Gold and Diamond jewellery is backed by our complimentary Lifetime Manufacturing Warranty, valid from the date of purchase.
This warranty covers any structural manufacturing defects, which typically become noticeable within the first few months of wear. In the rare event that a fault is identified, we will repair or replace your piece at no cost to you.
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.
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 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 Lotus Jewels 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, 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.
- 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 preserve the beauty and longevity of your ring, we recommend removing it during any hands-on activities. A helpful rule of thumb: jewellery should be the last thing you put on before heading out, and the first thing you take off when you return home. We strongly advise taking off your ring before engaging in sports, going to the gym, or doing heavy housework such as dishwashing or gardening.