Refund policy
Returns and Refunds
Syna Jewellery has been making and repairing fine jewellery in Brisbane since 2004. Most of what we make is commissioned for one person, so our returns policy distinguishes between pieces made to order and pieces bought ready-made.
Nothing in this policy limits your rights under the Australian Consumer Law.
Your rights under Australian Consumer Law
Every item we sell comes with guarantees that cannot be excluded. 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 are not of acceptable quality and the failure does not amount to a major failure.
These rights apply to bespoke commissions and repairs exactly as they apply to ready-made pieces.
Ready-made pieces
Pieces bought from our available collection may be returned within 14 days of delivery, provided they are unworn, unaltered, and returned in their original packaging with any certification supplied.
To begin a return, email info@synajewellery.com.au with your order number. We will issue a return authorisation and confirm the return address. Items sent back without authorisation cannot be processed.
Return postage for change-of-mind returns is at your cost, and we recommend insured, tracked postage — you remain responsible for the piece until it reaches us. Where a return arises from a fault or from something we got wrong, we cover postage both ways.
Refunds are issued to the original payment method within [5] business days of the piece being received and inspected.
Bespoke commissions
A bespoke piece is designed and made for one person and cannot be resold, so commissions are not returnable for change of mind.
This does not affect your Australian Consumer Law rights. If a finished commission does not match the design we agreed, is not of acceptable quality, or is not fit for the purpose we discussed, we will put it right at our cost — by remaking, adjusting, or refunding, depending on the nature of the problem.
We reduce this risk by design. Before any metal is cut you approve a CAD render and, where the piece warrants it, a physical model. Nothing goes to the bench until you have signed off on what you are getting.
Deposits and cancellation
Commissions begin with a deposit of [50]%. The balance is due on completion, before collection or dispatch.
If you cancel, what happens depends on how far along the work is:
- Before design approval — deposit refunded in full, less any third-party costs already committed on your behalf.
- After design approval, before stone setting — we refund the deposit less the design time and materials already spent. We will itemise this for you.
- After stone setting or once the piece is substantially complete — the deposit is not refundable, as the work cannot be undone or resold.
We only ever retain what covers our actual costs and committed time. We do not treat a deposit as a penalty.
Resizing and adjustment
Every piece we make includes one complimentary resize within [12] months, where the design allows it. Some settings — full eternity bands, certain tension settings, channel-set pieces — cannot be resized without remaking. We will tell you this before you commission, not after.
Repairs and restoration
We guarantee our repair work for [12] months against failure of the work performed. This covers our workmanship. It does not cover new damage, ordinary wear, or the failure of a different part of the piece that we did not work on.
We will always tell you before starting if a piece carries risk — old, brittle, or previously over-repaired items sometimes do — and you decide whether to proceed.
Consignment
Consignment pieces are sold on behalf of their owners and are described accurately, including any wear or prior repair. They are covered by the Australian Consumer Law guarantees like any other sale.
Because these pieces are pre-owned and individually assessed, change-of-mind returns are at our discretion. Ask before you buy if this matters to you and we will tell you where you stand.
Items excluded from change-of-mind returns
- Bespoke and made-to-order commissions
- Pieces engraved or altered to your specification
- Earrings, for hygiene reasons, once the packaging is opened
- Gift cards
Faulty or damaged items
Contact us as soon as you notice a problem — email info@synajewellery.com.au with photographs and your order number. We will assess it and set out your options under the Australian Consumer Law. We do not make you argue for this.
Contact
Syna Jewellery info@synajewellery.com.au
Phone: 0432 117 880
ABN 81 102 560 12