|
|
|
|
THE COMPANY’S SHIPPING POLICY
The Company’s current shipping policy with respect to orders placed by Customers with the Company is as follows:
It provides shipping on all orders to Customers in Australia and New Zealand at standard Australia Post rates. Goods will be shipped using Express post with signature required. These orders are also fully insured by the Company up to a particular dollar value amount.
Each order shipped by the Company will include:
(a) The item or items ordered.
(b) Where applicable, a Diamond Certificate.
(c) Where applicable, a Valuation Certificate and
(d) Appropriate Starfire Diamonds Packaging.
For all areas within Australia, we use Australia Post Express services. All services are tracked and require signature upon delivery.
We use Australia Post Express shipping for shipping to New Zealand. All other international destinations are shipped via FedEx priority. Shipping rates vary depending on country. Duties and taxes may need to be payable by the customer at the destination country.
It does not ship to post office boxes. It only ships to a customer’s home or work address where there is a person available to collect and sign for an order. If no one is available, Power Couriers or Australia Post will leave a collect card and the Customer will be advised of collection options.
FedEx
If you are not available to accept delivery of your shipment, your courier may leave you a delivery attempt notice with information on when the next delivery attempt will be made. If you need more information about a package, please call FedEx Customer Service. You can also track the status of your shipment online at fedex.com.
PayPal
PayPal purchases will only be shipped to the address on invoice unless by prior arrangement at Starfire Diamonds discretion.
It recommends the examination of a package before signing or receiving goods that look to be tampered or damaged, please contact Starfire Diamonds immediately on +61 07 33991176 or enquiries@starfirejewellery.com if you notice this
THE COMPANY’S RETURNS, REFUNDS & EXCHANGE POLICY
The Company’s returns, refunds and exchange policies are as follows:
Jewellery Guarantee
(i) The Company stands by the quality and craftsmanship of its Jewellery. All the Company’s Jewellery is manufactured with the highest quality materials, using the latest in innovative technology and created by highly skilled designers and jewelers.
(ii) All jewellery is thoroughly inspected before it is shipped., Customers are provided with a lifetime guarantee against manufacturing faults on all Starfire Diamonds manufactured items. If for any reason a Customer finds a manufacturing fault with their jewellery item, they should bring it in to the Company’s store or ship it to the Company to be assessed by the Company’s jewellers. Repairs for manufacturing faults are free of charge to the Customer.
(iii) If it is found that any damage is the result of general wear and tear (this includes damage such as dents on claws and band, scratches), the Customer will be charged a repair fee. Customers will always be notified of the assessment outcome before a repair is undertaken.
(iv) The above guarantee does not cover general wear and tear or physical damage to the item, loss of stones or theft. The Company recommends that Customers take out insurance for their jewellery items.
(v) The Company will not be held accountable for any items repaired or altered by another jeweller other than Starfire Diamonds or its agents. Any repairs or alterations made without the agreement of the Company will void any return/refund or exchange as well as void the lifetime guarantee.
Claims and Returns
(i) In so far as permitted under the Australian Consumer Law, the following claims and returns procedures shall apply to all purchases made by Customers from the Company.
(ii) Unless otherwise Customers will be responsible for immediate examination of the Goods upon arrival at their destination and will be taken to have accepted any Goods received by them as being in accordance with its order unless it notifies the Company in writing of its claim, including invoicing shortages, within 14 days from the date that the order is collected.
(iii) No return of Goods that are allegedly defective or faulty will be accepted by the Company unless either:
The Customer is a Consumer in relation to those Goods and is entitled to return them because a Consumer Guarantee applies; or
The Company has given prior written authorization for the return of the Goods.
(iv) The Customer must contact the Company first before returning an item. All Goods for return will be inspected by a representative of the Company prior to the Company accepting any obligation for the return of the Goods. Requests for refund or exchange will be managed by the Company’s quality control department. They will assess the condition of the returned item and only unworn items in their original condition and packaging will be accepted.
The Company may, in its discretion, refuse to accept a return of the Goods that:
(a) are merely the subject of general wear and tear damage or
(b) have been altered, engraved, resized, or modified or
(c) are the subject of a claim that is more than 14 days from the date of purchase or repair of the Goods.
Any dispute as to what is reasonable “general wear and tear damage’ or any other dispute under these provisions shall be referred to the President of the Jewellery Association of Australia in accordance with the dispute resolution procedures set out in paragraphs 16 of the Trading Terms.
(v) If the Company consents to the return of any Goods under clause (iii), the Customer must:
Provide to the Company a written statement setting out the reasons for return of the Goods.
Give the Company details of the original invoice number and the date of delivery of the Goods; and
Provide to the Company a copy of the receipt or delivery docket relating to the Goods.
(vi) Other conditions relating to Jewellery refunds:
(a) Exchange or credit notes are valid for 30 days from the date the order is collected by the Customer.
(b) 14-day Refunds: not applicable to custom made/modified goods/goods.
(c) The return process takes up to 5 business days to process. The Customer will be notified of the outcome once the return has been assessed.
(d) Shipping costs and insurance associated with the return or exchange of items are non- refundable and are the shipper’s responsibility.
(e) Refunds for returned items will be issued in the same form they were originally paid.
(f) Jewellery items received outside of the refund period will not be accepted.
(g) No refunds on sale or clearance items.
(h) No refund or exchange on custom made or special ordered goods- this includes products that have been engraved, resized or modified from their original design in any way. Cancellations on custom made or special-order items and overseas orders will incur a cancellation fee to cover any reasonable costs incurred by the Company relating to the cancellation of the order.
Loose Diamonds Claims, Returns and Exchange Policy
The following money back guarantee (“MBG”) exchange and refund policies and procedures shall apply to:
Diamonds purchased from the Company’s In Store Selection:
Stock diamonds can be viewed in store at any time,
These diamonds can be returned and refunded in full within 14 days of purchase or can be exchanged and refund if the order fits the 30-day moneyback arrangements set out herein
The Company will not accept any returns of loose or set diamonds without the original GIA certificate (as GIA no longer makes replacement certificates)
The MBG is valid for 14 days from the date the order is collected by the customer. Goods received outside of this 14-day period will not be accepted.
The 14-day MBG will only be valid if the Customer pays for the Goods at the time of placing the order
If a customer decides to pay by instalments via the Company’s layby policy, the 14-day MBG will not be applicable
Items that are deemed special orders or custom-made Goods, will be eligible for the 14-day MBG for the diamond ONLY. Customers cannot return or exchange the setting.
Sale and/or discounted items will not be valid for the MBG.
Diamonds purchased from the Company’s Online Selection:
These diamonds can be returned and refunded within 14 days of purchase or can be exchanged and refund if the order fits the 14-day MBG arrangements herein described.
The Company will not accept any returns of loose or set diamonds without an ORIGINAL GIA certificate (as GIA no longer makes replacement certificates)
The MBG is valid for 14 days from the date the order is shipped. Diamonds received outside of this 14-day period will not be accepted
The Customer has 14 days from the date that the order is shipped to return their order – the order can arrive outside of the 14 days if the return shipment has been postmarked with a date inside of the 14-day MBG period.
The 14-day MBG policy is valid for Australian Customers only
No MBG is offered to international Customers (excluding New Zealand)
Items that are deemed special orders or custom-made Goods, will be eligible for the 14-day MBG for the diamond ONLY. Customers cannot return or exchange the setting.
Sale items will not be valid for the MBG
Note- MBG may not apply in some situations:
For both in store and online purchases if a customer:
Makes two different purchases of stones and the second purchase is made under a different name.
Purchases two or more diamonds within a period of 12 months from the date of the first purchase; then in each such case the MBG shall, in the Company’s absolute discretion, apply only to the first purchase.
MBG will not apply to any goods if the customer has claimed GST through the TRS scheme
In some other cases, the MBG may in the Company’s absolute discretion, not apply at all. These include situations where:
The Customer has purchased a diamond for a ring/pendant/earring or other piece of jewellery and likes the diamond but has decided not to proceed with the purchase because they do not like the design of the item after the Company has changed the setting at the Customer’s request.
If a customer decides to proceed with a diamond purchase after they have been advised by the Company not to.
If the Goods have been damaged or has been worn.
If the diamond is not returned to the Company in its original packing.
If a third party has repaired or resized the diamond; and
If the Customer has not paid the full value of the diamonds and/or the ring.
Diamonds sourced from Affiliated International Suppliers- applies to online purchases only
The following return and refund policies and procedures apply to these diamonds:
(a) These diamonds can be brought in from overseas, (no viewing).
(b) These diamonds can be returned and refunded within 14 days of purchase provided always that the MGB policies and procedures outlined in points C (i) and (ii) above shall apply.
(c) Diamonds received outside of the 14-day period will not be accepted.
(d) Diamonds returned without their original Diamond Certificate will not be accepted as GIA no longer makes replacement certificates.
(e) The Customer must contact the Company first before returning an item.
Further returns and refunds policies and procedures
In addition to the returns and refund policies set out above, the following additional policies and procedures also apply to the return of Goods to the Company and must be complied with by the Customer:
(i) Where a customer wishes to return a diamond, seek a refund or exchange or repair a diamond that they have purchased they must first contact the Company before proceeding to obtain the Company’s consent for such return. If return is agreed to, the Customer will then be given the necessary instructions on how to proceed with the return.
(ii) When returning Goods, a customer must include all the original packaging, the original certificate(s) and a copy of the invoice.
(iii) For security purposes, a customer should not write the words “Starfire Diamonds”, or the word “jewellery” or any other words indicating jewellery (diamonds or gold) on the outside of the box or package.
(iv) If the Customer is advised to return any Goods to the Company, they should ship the item to the Brisbane showroom.
(v) When returning Goods, a customer should send the package by registered mail as this is a safe way to ship valuable items.
(vi) Customers should ensure any package they send to the Company for the entire amount of the invoice including shipping/handling costs. For returns in excess of $5000, the Customer should contact a third-party insurance company for their protection coverage. The Customer shall bear the costs of any third-party insurance and return shipping
(vii) Loss, damage or theft of return shipments are the sole responsibility of the Customer, and the Company shall have no liability for any loss or damage that the Customer may suffer during return shipping. For the avoidance of doubt, no refund will be granted if the Company does not receive the package from the Customer for any reason including without limitation by reason of theft or any act or omission by the Customer or a third party.
(viii) If the Customer is advised to come into the Company’s store in person, the Company’s address, 158 0xford St, Bulimba, Brisbane, Queensland, 4171 Australia.
(ix) Once a return is accepted by the Company, a representative of the Company will contact the Customer to handle the conditions of the return, exchange, or repair.
(x) Any refund will cover only the price of the item, excluding shipping/handling and insurance costs.
(xi) Any returns, refunds, exchanges, and repairs that do not comply with the Company’s policies and procedures set out in this Schedule will not be accepted.
ITEM 12: THE COMPANY’S RESIZING POLICY
Instore:
Customers are entitled to one complimentary resize with a month of purchase.
The Customer has the option of resizing by sending their item via insured courier (at their cost) the Company must be notified in writing that a resizing has been requested or bringing their item into the company’s Brisbane showroom.
Resizing takes approximately 3-5 days for completion.
The free resize applies to resizing up or down two sizes. Any resizes greater than two sizes will incur a charge.
The Company cannot resize eternity rings or any diamond band rings with diamonds covering more than half of the band.
At the discretion of the Company’s Owner, the Company may agree to polish and plate non-Starfire Diamond jewellery provided always that the Company will not be liable for any stones falling out, chipped diamonds, warranties being void due to our handling of non-Starfire Diamond jewellery.
Online:
Customers are entitled to one complimentary resize a year for the lifetime of their purchase.
Resizing takes 3-7days for completion.
The Company is unable to resize more than three sizes up or down. If customer agrees to more than that then it would be at their discretion.
The Company cannot resize eternity rings or any diamond band rings with diamonds covering more than half of the band.
ITEM 17: THE COMPANY’S DIAMOND INSPECTION POLICY
The following Inspection Policy applies to all purchases made online or instore:
Every diamond purchase from the Company undergoes careful inspection to ensure its suitability
If the Company deems that a particular diamond is unsuitable for any reason based on its expertise, the Customer will be advised of this fact via email or telephone. (Note; if the Customer still wishes to proceed with the order, the MBG will not apply):
ITEM 19: THE COMPANY’S POLICY RE CUSTOMERS’ OWN DIAMONDS/GEMSTONES
Instore:
Customers may bring their own diamonds into the Company’s store to set in one of the Company’s settings or a custom setting made by Diamond Story.
The Company will not be liable if the Customer’s stone is treated, and loss or damage occurs during this process.
The Company will only accept a customer’s stone if the customer consents to be liable for any loss or damage to it if no certification and paperwork is provided.
ITEM 20: COLLECTION ARRANGEMENTS
Customers must bring a copy of the relevant invoice relating to their purchase of the Goods when collecting their order.
If they do not bring their invoice, they must verify their identity with 100 points of ID (including photo id).
The Company will not be liable to the Customer for any loss or damage that they may suffer arising from any act or omission by any staff, employee
ITEM 21: PRICING ERRORS
Starfire Diamonds reserves the right to cancel a sale if we believe one of the following has happened
Human error or computer program error displaying incorrect pricing.
If we believe the sale is not genuine, we will cancel the sale and either refund all monies to the customer or forward to relevant authorities.
Starfire Diamond’s will do our best to ensure pricing reflected on the website is accurate but please note that errors do occur from time to time, and we apologise in advance if this affects you.
If there is a discrepancy in what the website states and what is said in-store, the invoice given at point of purchase and the retail replacement valuation will supersede any such confusion.
RETURN POLICY
14 Day return policy
For your peace of mind Starfire Diamonds offers a 14-day return policy subject to the following conditions
The item is returned in its original condition to the store within 14 days of the item being picked up from our showroom or being dispatched to you.
14-day return policy applies to ready stock items only in store.
custom made jewellery will not be included in this return policy.
Special orders will not be included in this return policy.
The diamond or gemstone (if applicable) is not damaged or altered in any way.
The Company’s current shipping policy with respect to orders placed by Customers with the Company is as follows:
FedEx shipping
If you are not available to accept delivery of your shipment, your courier may leave you a delivery attempt notice with information on when the next delivery attempt will be made. If you need more information about a package, please call FedEx Customer Service. You can also track the status of your shipment online at fedex.com.
12 MONTHS MANUFACTURERS WARRANTY POLICY
14 Day return policy
The Company may, in its discretion, refuse to accept a return of the Goods that: If you have any questions, please contact us on 07 3399 1176.or send us an email at enquiries@starfirejewellery.com A representative will be on hand to assist you from 10 AM–5 PM Monday through Friday, 10 AM-4 PM Saturday & 10 AM-3 PM Sunday.
