We want our jewellery to delight our customers, and we stand by the quality of our products. If, for any reason, you are dissatisfied with your purchase and we conclude the goods as faulty, we will happily exchange or refund the item/s. However, the original proof of purchase must be supplied. We do not offer refunds for change of mind for in-store purchases.
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.
Our Grahams Jewellers Guarantee means that you may return your online purchase of jewellery or watch if you are not happy with it, from the 20th of November until the 15th of January for a full refund of or an exchange, provided that it has not been worn, scratched, altered (including resizing) made to order or damaged in any way. We do not cover the loss of an item. If you believe you have received a faulty item please contact us immediately to rectify the situation before a loss occurs.
Please ensure that an item to be returned or exchanged is accompanied with the original proof of purchase with all original packaging and paperwork. Items purchased online can only be refunded by the processes outlined below:
1. To return a purchase, simply print out our RETURNS FORM, fill it in and ship it with the item/s to initiate a return. No printer? No problem! Please include a handwritten note in your return parcel stating the details of your return.
2. Please return the item/s in the original packaging (including all boxing, certificates and invoice) to ensure the item arrives back to us in the original condition in which it was sold. All boxing, instructions, receipts and warranties, as applicable, must be included with the return or exchange of a watch. Items must be unworn, undamaged and unaltered.
3. Ship the return package to the following address. We require all items shipped to us to include a tracking number. We suggest using a registered eParcel through Australia Post:
Attn: Web Sales
PO BOX 10040
Gouger Street BC
ADELAIDE SA 5000
All product returns will be inspected by our jewellers to check for damage or alterations before we process your refund. Once we have processed your return we will send you an email to notify you of the transaction.
When requested, your refund will be returned to you in the same method (eg. Mastercard, debit card etc) used to pay for the original order, excluding any delivery charges. All refunds regardless of the original form of payment will be refunded in Australian dollars at the exchange rate current at the time of refund, not at the time of the original purchase.
We will refund you in the same tender used to pay for the original order within 3 Business Days (Business hours Monday to Friday) of receiving your returned item. Once the return has been processed we will notify you via email of your refund. Please allow for your bank to process your return (3 to 5 business days as time frame varies from institution dependant on your bank's processing times.)
Please note it is the customer’s responsibility and cost to return the item back to Grahams Jewellers. Grahams is not liable for your return shipping costs unless the return is a result of our error (you received an incorrect or defective item). Unfortunately, Grahams cannot be held accountable for any items lost in the mail, original shipping/handling costs or additional costs incurred. However, Grahams will pay for the postage of any faulty items being returned. If you believe an item you have received is faulty, please contact us with photos before returning the product.
Items found to be worn, scratched, altered or damaged will not be refunded and will be returned back to the sender.
For additional information or help with your refund or exchange please contact our friendly team on (08) 8110 4196.
Grahams is an authorised dealer or all the brands and products we sell. When a watch is purchased, it comes with a manufacturing warranty therefore, all faults will be sent to the manufacturer for assessment. The manufacturer will determine whether the product is faulty and the cause of the fault assessment time varies depending on the manufacturer. The outcome is at the manufacturers discretion whether refund or replacement can be offered. We can not speed up or determine an outcome on behalf of the manufacturer. if no fault is found, you will be required to pay for postage to have the item returned to you. Please refer to the specific manufacturers website for information on the repair or warranty instructions.
Body Jewellery Returns
We regret to inform you that all body jewellery purchases are non-refundable. We prioritize your well-being and want to ensure that every item you receive is brand new, untouched, and free from any potential contamination.
The following items are non-refundable under this category:
- Nose piercings.
- Belly piercings.
- Toe rings.
30 Day Returns Policy on Smart Watches / Electronics
Items returned for change of mind must be returned in the same condition in which you received the item. Original shipping fees for change of mind returns are not refunded.
Items must be received within 30 days of receipt of delivery for a replacement or full refund of the price you paid for the item provided you comply with the conditions below .
Conditions applying to Change of Mind Returns
- All items must not be damaged, missing parts or in unsellable condition because of customer negligence, misuse, or tampering.
- All items must not have been resized, damaged, connected or locked to a mobile phone/devise or otherwise altered after delivery.
- All packaging and documentation (e.g., boxes, manuals, warranty cards, chargers, certificates of authenticity etc.) must be included with the item being returned for change of mind.
It is not required to accept change of mind returns on items outside the specified return window or items that do not comply with the Change of Mind Returns policy.
This Change of Mind Return Policy does not affect your rights under the Australian Consumer Law you may have in respect of faulty items.