Refund policy
Hogans Family Jewellers prefer to ensure our clients receive the exact product they desire and are pleased to provide an exchange policy that allows peace of mind to make a purchase for a loved one or themselves, risk free.
If an exchange of product is necessary, the piece may be returned if it is in an unworn, brand-new condition and accompanied with proof of purchase. Hogans Family Jewellers adhere to the Queensland Consumer Laws related to refunds on purchased products.
Change of Mind Returns
Merchandise purchased from Hogans Family Jewellers may be returned within two weeks of the date of purchase for an exchange only for either merchandise of an equivalent value or alternatively, a customer credit of equal value. Any merchandise returned must be in new and saleable condition and accompanied by a proof of purchase.
Bespoke or altered jewellery pieces, as well as special orders are unable to be returned. Refer to conditions of sale provided at time of order.
Warranty or Consumer Guarantee Returns
Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonable loss or damage. You are entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to major failure.
Where applicable, we will meet our obligation to provide a remedy under the Australian Consumer Law. Full details of your consumer rights may be found at www.consumerlaw.gov.au.
In addition to your rights under the Australian Consumer Law, Hogans Family Jewellers offers an automatic guarantee of twelve months from the date of purchase on all jewellery against defects in material and/or workmanship. Such items are covered by the manufacturer’s guarantee or warranty.
Any defects in material and/or workmanship that become evident during the guarantee validity period will be remedied by Hogans Family Jewellers. The form of remedy will be at the sole discretion of Hogans Family Jewellers and will be limited to repair, replacement or refund. In order to claim a remedy under the guarantee, the goods must be returned for assessment and accompanied by the original purchase receipt. If you do not have an original receipt, our staff can assist you in finding the original sales record through our electronic records.
The guarantee does not cover loss or damage caused by:
- ordinary wear and tear;
- misuse, accident, alteration, substitution or abuse;
- repairs or alterations performed by someone other than Hogans Family Jewellers;
- the supply of faulty gemstones to use in your Hogans Family Jewellers piece;
- theft, disappearance or loss (including loss of gemstones).
Hogans Family Jewellers reserves the right to judge whether the jewellery has been subject to any of the above mentioned exclusions. White gold is rhodium plated to enhance its appearance. This rhodium plating can wear off during normal wear and tear. Accordingly any wear and tear of rhodium plating is excluded from the guarantee.
When jewellery is repaired under guarantee or warranty, only the remaining term of the original guarantee will continue to apply to the jewellery. When jewellery is replaced under guarantee or warranty, the new item of jewellery will automatically come with a new guarantee of twelve months from the date of replacement.
Non-Warranty Returns
This returns policy is governed by the laws of Queensland, Australia. Merchandise purchased from the Hogans Family Jewellers store may be returned within 7 days of the date of purchase to the original store of purchase for exchange only for merchandise of an equivalent value or a customer credit equivalent value.
Any merchandise returned must be in new and saleable condition and accompanied by proof of purchase.
Bespoke or altered jewellery pieces, or jewellery pieces purchased through special orders will not be eligible for return. Refer to conditions of sale provided at time of order.
Any refunds will be processed to the credit card used for the original purchase.
