Refund policy
XRONOS RETURN POLICY
We want you to be satisfied with your purchase and if you have any concerns about your item we encourage you to reach out to the team immediately at info@xronosjewellery.com.
We will not accept refunds for simply change of mind. Please consider this prior to completing your order. See below for further information relating to stock, engagement and ceremonial, and bespoke and custom items.
We pride ourselves on our craftsmanship and high-quality materials. In the unlikely event of purchasing a faulty item, a refund or store credit can be given upon inspection of the item (conducted by our jewellers), and at Xronos’ discretion. Please reach out to our team within 30 days of purchase and we will work with you to remedy the issue.
All Xronos engagement rings are accompanied with Lifetime Manufacturing Warranty, and all other fine jewellery pieces come with 12-months Manufactury Warranty from the purchase date. This warranty is only valid for manufacturing faults and defects, it does not cover general wear and tear or change of mind. Proof of purchase must be provided. This warranty is voided if the item is repaired/altered in any way by another jeweller or there is evidence of serious mis-use or incorrect wear.
Please refer to our Warranty and Lifetime Servicing webpage for further information.
STOCK PIECES
Refunds will not be accepted for simply change of mind. Please consider this prior to placing your order. Our team is always happy to answer your questions prior to completing your order. Please contact us at info@xronosjewellery.com
If you chose an incorrect ring size at the time of purchase, you can exchange for a different size or ask for a resize. We offer free resizing within 4 sizes up or down. Any resizing beyond this scope may incur a fee. It is the customer’s responsibility to ensure they supply an accurate ring size and we encourage you to discuss with the team prior to purchasing if you have any questions about sizing, or visit our store for a professional ring sizing.
Postage to send an item back for a size exchange will be at the customer’s own expense.
Due to hygiene reasons, we do not offer returns, exchanges or refunds for earrings.
ENGAGEMENT RINGS, WEDDING RINGS, BESPOKE AND CUSTOM ITEMS
Due to the personalised nature of these pieces, we do not offer refunds or exchanges for change of mind on ready-to-wear, made-to-order, Signature Setting, bespoke or custom engagement rings and wedding rings.
This policy does not limit or exclude your rights under the Australian Consumer Law.
All engagement rings, wedding rings, bespoke and custom pieces are covered by our Lifetime Manufacturing & Servicing Warranty.
Our warranty covers manufacturing defects resulting from faults in workmanship or materials.
Our warranty does not cover:
- Normal wear and tear.
- Damage caused by accidental impact, misuse, neglect or incorrect wear.
- Rings or earrings that have been bent through force or impact.
- Broken, chipped or cracked diamonds, gemstones or pearls caused by impact or wear.
- Broken or damaged chains caused by wear, force or misuse.
- Surface scratches, dents or oxidisation occurring through normal use.
- Damage resulting from repairs, resizing or alterations carried out by another jeweller.
- Loss of stones where there is evidence of impact, accidental damage or wear beyond normal maintenance.
Proof of purchase is required to make a warranty claim.
Our Lifetime Manufacturing & Servicing Warranty is void if the piece has been repaired, resized or altered by another jeweller.
FINAL SALE
Final sale items are not eligible for a refund, exchange or store credit unless deemed faulty.
DEPOSITS FOR ENGAGEMENT RINGS, WEDDING RINGS, BESPOKE AND CUSTOM ITEMS
Deposits on engagement rings, weddings rings, bespoke and custom items are non-refundable. We work closely with you to ensure you are satisfied with the order before issuing a deposit for payment. Please consider this before finalising your order with us.
REPAIR REQUEST
To start a repair request, you can contact us at info@xronosjewellery.com
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a repair or return will not be accepted.
We will notify you once we’ve received and inspected your repair request or return, and let you know if the refund was approved or not.
Repairs will be carried out within 3-4 weeks, depending on the individual brief and repair complexity.
SHIPPING
XRONOS Fine Jewellery is not responsible for items damaged or lost in transit.