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.
For purchases made from 1st November 2021, our Grahams Jewellers Guarantee means that you may return your online purchase of jewellery or watch if you are not happy with it, within 60 days of delivery 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 at firstname.lastname@example.org to rectificy 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 hand written 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 banks 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 email us with photos to email@example.com 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.