Refund policy

Your acknowledgement. By placing an order or completing a purchase - in store or online - you acknowledge that you have read and agree to this Refund & Returns Policy and our Terms of Service. For in-store purchases above our signature threshold and for duty-free (tax-free) purchases, you may also be asked to sign an acknowledgement on your tax invoice confirming inspection, satisfaction and payment authorisation.

Returns & exchanges (change of mind). Please choose carefully. Change-of-mind exchanges (not refunds) may be offered within 7 days of purchase, on presentation of proof of purchase (your Masterpiece Jewellery tax invoice), for items that are unworn, unused and in their original condition and packaging. Pierced jewellery must be returned in its original sealed packaging for hygiene reasons. Deposits are non-refundable. We do not provide refunds for change of mind.

Custom, engraved & altered items. Custom-made, made-to-order, engraved, resized or otherwise personalised or altered-to-order items are final sale and are not returnable or exchangeable for change of mind. Duty-free (tax-free) purchases are standard sales and follow the 7-day exchange terms above. This does not affect your rights if an item is faulty, not as described, or otherwise fails a consumer guarantee.

Faulty or damaged items. If you receive a faulty item, please contact us. If the fault lies with us, we will replace the item or refund/credit the cost (including postage), whichever you prefer. If goods are damaged in transit, contact us by phone or email (sales@masterpiecejewellery.com.au) on the day of receipt and return the goods in their original packaging.

Your Australian Consumer Law rights. Our goods 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits these non-excludable rights; where they apply, they prevail over any other statement in this policy.

Warranty. Solid (non-plated) silver, gold and platinum jewellery carries a 12-month warranty of quality and workmanship from the date of purchase. Gold-plated and rhodium-plated silver or brass jewellery carries a 3-month warranty (plating is a surface finish that wears with use and may need re-plating over time).

Repairs. Repairs carried out by us are warranted for 3 months from the date of the repair, covering the workmanship of that repair. This does not extend the original item's warranty.

What the warranties cover. Our warranties - including on repairs - cover defects in materials and workmanship only. They do not cover normal wear and tear, accidental damage, breakage, knocks, scratching, bending, chipping or loss of gemstones through impact, misuse, neglect, exposure to chemicals or cosmetics, improper storage, work done by another jeweller, or damage from not following our care guide. Opals and opal composites are naturally more fragile and are not suited to everyday wear; damage from everyday wear is not a manufacturing defect. Please follow the care guide provided at purchase. This describes our voluntary warranties only and does not limit your non-excludable rights under the Australian Consumer Law (including the guarantees of acceptable quality and durability), which prevail where they apply.

Liability. Except where a statute (including the Australian Consumer Law) requires otherwise, our liability for any claim, damage, loss or expense related to the supply of goods or services is limited to the cost you paid for those goods or services, and we are not liable for any loss of profits or any consequential, indirect or special loss. This does not exclude or limit any non-excludable consumer guarantee.

Return / refund procedure. Before returning goods, contact us by email (sales@masterpiecejewellery.com.au). You will receive a reply within 48 hours to confirm the matter and advise whether you would prefer a credit for future purchases or (for eligible faulty items) a refund to your original payment method. Items must be returned unworn, unused, in original packaging, with a copy of the tax invoice.

Payment disputes & chargebacks. By completing a purchase with us - in store or online - you confirm that the payment is authorised and genuine, and that you (or an authorised cardholder) have made the purchase. Change of mind is not a valid reason to reverse a payment. If you have any concern with your order, please contact us first at sales@masterpiecejewellery.com.au or (02) 9252 5218 so we can resolve it under this policy and the Australian Consumer Law. Initiating a chargeback or payment dispute for a change-of-mind or buyer's-remorse reason - contrary to this policy and without first contacting us - is not authorised, and may be represented to your bank together with this policy, your order record and (where applicable) your signed invoice. Nothing in this section limits your non-excludable rights under the Australian Consumer Law; where those guarantees apply, they prevail.

Online orders (card-not-present). For online purchases we may verify the cardholder and delivery details before dispatch, and we retain order confirmation, delivery/tracking and communication records. By ordering online you confirm the card is yours or is used with the cardholder's authority. These records may be provided to your bank in response to a payment dispute.

Contact. sales@masterpiecejewellery.com.au · (02) 9252 5218 · Unit 6, Opera Quays, 1A Macquarie St, Sydney NSW 2000.