RETURNS POLICY

Effective: 17/08/2017

The returns policy applies to all goods available for purchase at Gold River Jewellers, note further terms and conditions apply to special orders, custom-made items and services.

 

How To Return an Item

In the case that you wish to return an item for repair, replacement or refund it must meet the requirements of the Gold River Jewellers returns policy. Fill out the Returns Form HERE. Within this online return form you will need to provide Gold River Jewellers with your order number, contact details and reason for why you wish to return an item for repair, exchange or refund.

If your item has been approved for return subject to inspection, the item must include a proof of purchase and the return confirmation email.


Can The Item Be Returned?

You can return an item to Gold River Jewellers once the RETURNS FORM has been filled out and the item has been approved for return due to having a major problem. All items returned will be subject to inspection.

IF AN ITEM HAS BEEN ALTERED IN ANY WAY A RETURN OR EXCHANGE WILL NOT BE PERMITTED.


Notification of Return Approval

Once Gold River Jewellers receives the completed return form a team member will be in to contact with you to assist. You will be notified as to whether you can return the item for a repair, replacement or refund or if further information is required. If the return has been approved for either repair, replacement or refund, the item will returned be subject to inspection.


Change of Mind

It is important to choose wisely as Gold River Jewellers do not offer a refund due to change of mind.


Where To Return The Item

If the return has been approved subject to inspection, the item must be returned to Gold River Jewellers Shop 110, 53 Endeavour Boulevard North Lakes Qld 4509 Australia in its original condition with all paperwork such as diamond certificates attached.

Gold River Jewellers

Shop 110, 53 Endeavour Boulevard

North Lakes, Queensland 4509.

Australia


How Long Do You Have To Return an Item?

You must return the item to Gold River Jewellers within 7 days of receiving the delivery if the item has a major problem or the item supplied is incorrect and Gold River Jewellers will abide by the ACCC’s conditions of offering an exchange, a repair or to fix the problem, if the major problem cannot be fixed or repaired then you may be entitled for a refund.


Shipping & Postage for Returns

It is your responsibility when returning the item that it is returned safely. Gold River Jewellers are not liable for any losses during transit and will only be responsible for the item once it is received and approved for repair, replacement or refund after inspection.

The returned item must be returned via Australia Post Express Post Bag and you must keep your tracking number for proof of return.

Please note delivery and service fees are non-refundable


The Australian Consumer Law & Governing Laws

All goods and services on offer by Gold River Jewellers fall under the rights of Australian Consumer Law. As a consumer you have the right to ask for a repair, replacement or refund if the item has a major problem.

If the item you have purchased meets the criteria of a major problem as defined by Australian Competition and Consumer Commission (ACCC) you are entitled to return the item for a refund or exchange, it is important to understand that the remedy to the problem will be subject to the problem itself.


ALL RIGHTS RESERVED

Gold River Jewellers reserve the right to repair or fix the problem within a reasonable amount of time if the item is deemed to have a major problem (major problems do not include damages and/or wear and tear to item caused by customer or environment).

All items that are returned will be subject to an inspection for quality by Gold River Jewellers before a refund or exchange may be granted.


How Long Does It Take To Process the Return?

The entire process usually takes up to 14 day, but it is important to note that this can vary.


How To Track The Status Of Your Return

Gold River Jewellers will ensure you are notified during all stages in the returns process, if at any time you require further assistance please contact us so that we can assist you.

You will receive an email as soon as your parcel arrives to the store, again once the item has been inspected for quality and again on the result of the return as to whether it has been approved or declined and the appropriate remedy.


How Will You Know If  The Return Is Approved Or Declined?

If your repair, replacement or refund has been approved or declined you will receive a notification email followed by a team member contacting you.


What Happens If A Replacement Is Approved?

In the case that a replacement has been approved you will be notified and you will receive the replacement item the same way that your original item was delivered.


What Happens If A Repair Is Approved?

In the case that a repair has been approved you will be notified of the repair and the item will be sent to you in the same way that the original item was delivered.


What Happens If A Refund Is Approved?

In the case that a refund has been approved you will receive the refund the same way you paid for the item. Please note that the payment can take 3 to 5 working days to show in your account after the refund has been processed.


What Happens If  The Return Is Declined?

If the items replacement, repair or refund has been declined the item will be returned back to you to the original delivery address. If at any time you feel that your rights have been breached, or that you are unsatisfied with your claim handling you can notify Gold River Jewellers customer service at sales@goldriver.com.au or call 07 3482 2183.


Special Orders, Custom Makes & Services Cancellation Policy

It is important to take care when choosing a Special Order, Custom Made item(s) or Service with Gold River Jewellers. If you decide to cancel the item due to change of mind Gold River Jewellers are not required to give you a refund so you must choose carefully.

Once you have been given the approval for an item to be ordered, a custom made piece to be made or a service to be conducted you must understand that this is a binding agreement and by ordering a special made piece, custom make or service you may not be entitled to a cancellation, if a cancellation has been approved by the discretion of Gold River Jewellers you will incur a 30% cancellation fee.

In the event that you wish to cancel a special order, custom make or service(s) you must contact Gold River Jewellers immediately as Gold River Jewellers will only cancel an order if the special order, custom make or service has not been started or a loss has not been incurred to Gold River Jewellers. In the case where a cancellation has been approved you will be charged a cancellation fee of 30% of the total order amount.

In the event that the special order, custom make or service has already been processed you are required to complete the transaction and pay the full amounts owing to Gold River Jewellers.