General Terms and Conditions of Purchase
Australian Consumer Law Requirements
Our goods and services 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 for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
In addition to the rights conferred by the Australian Consumer Law, the following express warranties guarantees and policies apply.
12 month guarantee
All Michael Hill jewellery comes with an exclusive 12 month guarantee of quality and workmanship from the date of purchase. If you are not completely satisfied with the quality or the workmanship of any item purchased, we will refund, exchange or repair your purchase at our discretion. Simply bring the item purchased and the relevant Michael Hill receipt into any of our nationwide stores. Damage resulting from the mistreatment of jewellery is not covered by this guarantee. If the item purchased is not of an acceptable quality in the reasonable opinion of a qualified jeweller, we will refund, exchange or repair your purchase. Nothing in the above Guarantee is intended to exclude or restrict the application of the Fair Trading Act 1985 or the Consumer Guarantees Act 1993, including any guarantees that cannot be excluded.
Notwithstanding the foregoing, if you are acquiring goods or services for the purposes of a business you agree that the guarantees provided in the Consumer Guarantees Act 1993 shall not apply. Nothing in the above Guarantee is intended to exclude or restrict the application of any extended warranty or guarantee purchased by the Customer from Michael Hill including the Professional Care Plan, Michael Hill Lifetime Diamond Warranty, or the Michael Hill Diamond Promise.
Subject to any rights you may have under the non-excludable guarantees under the Australian Consumer Law, we may impose fees payable by you in relation to any repair/service not covered by the guarantees under the Australian Consumer Law, the twelve month limited warranty or the three year watch limited warranty, or where such warranty has expired.
Michael Hill’s liability for any breach of any warranty or consumer guarantee for goods or services is (to the extent permitted by law) limited to re-supplying the goods or services the subject of your order or refunding the costs of the goods or services (at its sole discretion).
The twelve month limited warranty and the three year watch limited warranty each exclude, to the extent permitted by law, damage due to ordinary wear and tear, misuse, accident, abuse, alteration, substitution, improper repair or warranty service performed by someone other than us or our authorised repairers, theft, disappearance, loss (including lost stones) or any other type of use causing deterioration.
Loose diamond stones supplied by Michael Hill and assembled by someone other than Michael Hill or its authorised agents can be damaged during jewellery assembly (Third Party Damage). Such Third Party Damage will not be covered by the twelve month limited warranty, the three year watch limited warranty and (to the fullest extent permitted by law, including Australian Consumer Law) any consumer guarantee, and Michael Hill will not be liable for any such Third Party Damage or any claim arising as a result of, or in connection with, such Third Party Damage.
To the fullest extent permitted by law (including Australian Consumer Law) Michael Hill reserves the sole right to judge whether or not an item of jewellery has been subject to ordinary wear and tear, misuse, abuse, alteration, substitution, improper repair or warranty service performed by someone other than Michael Hill (or its authorised repairers), theft, disappearance, loss (including lost stones) or any other type of use causing deterioration. If, in our sole discretion, such jewellery shows signs of any of the foregoing, the twelve month limited warranty or the three year watch limited warranty will be entirely void.
To obtain any limited warranty service for any good that is a diamond good with a sales price greater than $999, you must provide Michael Hill with an original certificate of authenticity for that item. This certificate of authenticity must be fully completed and signed on behalf of us by an authorised person at the time of purchase. If this certificate of authenticity has been altered in any fashion, the contractual warranty is void to the maximum extent permitted by law.
White gold jewellery is rhodium plated to enhance its appearance. This plating is not permanent and will require further plating to maintain the enhanced appearance. Neither the twelve month limited warranty nor the three year watch limited warranty cover any further rhodium plating.
When a good is repaired under the original contractual warranty term, only the remaining term of the original contractual warranty will continue to apply (e.g. if a good is purchased under the 12 month limited warranty and returned for repair after 11 months from the date of purchase, once the repaired good is handed back to the customer, the remaining warranty term will be only 1 month and any other repairs after this term will be outside the original warranty period and may be charged accordingly). This limitation does not apply to consumer guarantees under the Australian Consumer Law.
- You may return new items sold within 30 days of delivery for a full refund at any of our nationwide stores.
- Items should be returned with the original product tags attached and with all paperwork (such as diamond certificates or watch instruction booklets).
- Our stores carry a small amount of cash change. Refunds of cash payments will be made by cheque, direct credit or to a debit card in the name of the Customer.
- We can be contacted at:
7 Smallwood Place
Murrarie QLD 4172
Phone 1800 445 590 or firstname.lastname@example.org
Items purchased from a Michael Hill store may only be returned/refunded at a Michael Hill store located in the country of purchase.
3 year Watch Guarantee and Battery Replacement
For quality service and repairs to your Michael Hill watch, just drop it off with your customer details at a Michael Hill store.
All Michael Hill watches are covered by a 3 year international guarantee and free battery replacement for the life of the watch.
The guarantee covers all manufacturing defects in material and workmanship for 3 years from the date of purchase. Within this period, regulation, adjustment, repair or replacement of parts will be performed without charge except where damage has been caused by accidents or mistreatment.
To qualify for guarantee service, all watches must be accompanied by a completed Michael Hill Watches Guarantee Card. The lifetime battery replacement covers the cost of a new battery and the cost of labour to install it. It does not cover the cost of pressure testing the watch or any other service carried out at the same time.
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 for compensation for any reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If you wish to return the goods or have them repaired or replaced because they are of unacceptable quality or because of a major failure, either bring or send them to a Michael Hill store.
If the cost of returning the goods to a Michael Hill store is significant because of the nature of the failure or because of the size or height of the goods, we will collect the goods from you within a reasonable time.
If the cost of returning the goods to our store is not significant, you are responsible for this cost. You are however entitled to compensation for reasonably foreseeable costs incurred because of the defect, including the cost of returning the goods to us for repair, replacement or return.
30 day Change of Mind
If for any reason you change your mind on your jewellery purchase we will gladly exchange the total price within 30 days of purchase for goods at the purchase price. Goods are eligible for the 30 day Change of Mind policy provided that they are in As New Condition and are accompanied by proof of purchase and original packaging. Definition of ‘As New Condition’ – the item must not have been worn; the item must be in pristine condition with no damage, scratches, or signs of wear. Determination of an item matching the definition of ‘As New Condition’ is at the sole discretion of Michael Hill. Special orders and pieces of jewellery hand-made to customer specifications are not eligible for the 30 day Change of Mind policy.
Professional Care Plan
The Michael Hill Professional Care Plan offers you peace of mind protection on your valued purchase. Professional Care Plans are available in both 3 year and lifetime packages. The terms and conditions of the Professional Care Plan can be accessed here
The layby Agreement will be subject to a non-refundable administration fee of $15 which is inclusive of taxes. Title to and property in the goods will not pass to the Customer until the purchase price has been paid in full. The purchase price must be paid within three (3) months of the date of the Agreement. The layby Agreement may be terminated by the Customer prior to the expiration of the three (3) month period by attending at the store the layby was placed with and presenting the layby Agreement. All monies received, less the administration fee will be refunded to the Customer. If the full purchase price is not tendered by the due date, then the layby Agreement will terminate unless the Customer remedies its breach within 14 days of the date on which Michael Hill Jeweller gives notice to remedy to the Customer. If the layby Agreement is terminated in these circumstances all payments, less the administration fee, will be refunded upon request from the Customer. On termination of the layby Agreement the goods may be returned to stock and the Customer will have no claim to the goods.
Refunds will only be made to the debit/credit card used for the original purchase. Refunds of cash payment will only be paid by cheque to the owner of the layby account.
A deposit must be paid for a special order/handmake. Michael Hill Jeweller will only order the item/s when at least 50% of the agreed purchase price has been received by the store. Title to and property in the goods will not pass to the Customer until the purchase price has been paid in full.
Special order stock is not covered by our refund and 30 day Change of Mind policy. Should a Customer request a refund on a special order, Michael Hill Jeweller may elect to withhold the deposit to cover costs. On termination of a special order the goods may be returned to stock and the customer will have no claim to the goods.
Refunds will only be made to the debit/credit card or finance account used for the original purchase.
3 Month Repair Guarantee
All Michael Hill repaired goods come with an exclusive 3 month guarantee on quality of workmanship from the date such goods are collected from Michael Hill. If you are not completely satisfied with the quality of workmanship of any repaired item, simply bring your repaired item and the relevant Michael Hill receipt to the Michael Hill store where the goods were left for repair. If the workmanship of your item is not of an acceptable quality in the reasonable opinion of a qualified jeweller, we will refund the repair cost or repair the item again. Damage resulting from the mistreatment of jewellery is not covered by this guarantee. 30 day Change of Mind policy does not apply to repairs.
Refunds will only be made to the debit/credit card or finance account used for the original purchase.
The invoice is addressed and issued to the relevant insurer. There is no refund or exchange for insurance items for Change of Mind. Refunds for other valid reasons will only be to the extent of the amount paid by the Customer.
Refunds will only be made to the debit/credit card and/or finance account used for the original purchase.
Michael Hill Diamond Promise and Michael Hill Lifetime Diamond Warranty
To provide our customers with peace of mind when purchasing a Michael Hill diamond ring our Diamond Promise is specifically related to all diamond rings with a retail price in excess of AU$999.
You must provide Michael Hill with an original certificate of authenticity for that item. The certificate of authenticity must be fully completed and signed on behalf of Michael Hill by an authorised person at the time of purchase. If the certificate of authenticity has been altered in any fashion, the contractual warranty is void to the maximum extent permitted by law.
What is covered?
- 1. We will replace, free of charge, any diamond covered by this warranty if it chips, breaks, or is lost from its original setting during normal wear. This includes the labour and materials necessary to set the replacement diamond (‘normal wear’ is damage that naturally and inevitably occurs as a result of normal wear or aging. It is not damage from a knock or a blow);
- 2. The diamond content of the item is guaranteed to be a natural diamond with each of the characteristics stated in the Certificate of Authenticity; and
- 3. The metal content of the item is guaranteed to be the stated purity on the Certificate of Authenticity.
Terms and Conditions
- 1.To make a claim under this warranty, the following conditions must be met:
- 2. The lifetime requirements as identified in the ‘What is covered?’ section of this document must be met.
- 3. The product must be inspected at 6 month intervals by an authorised Michael Hill staff member in a Michael Hill store with the details of each inspection being recorded on the warranty document.
- 4. Any Comments/Required Maintenance entered by a Michael Hill staff member onto the warranty document must be completed at the time of inspection and recorded as completed on the warranty document.
- 5. In the event of a claim under this warranty, you must allow an authorised Michael Hill representative to:
- (a) Examine the original Certificate of Authenticity and Lifetime Diamond Warranty;
- (b) Inspect the jewellery and any gemmological evaluation on which the claim is based;
- (c) Remove the diamond from the jewellery for gemmological examination;
- (d) Have the diamond and/or gold content examined by an independent gemmological laboratory.
- 6. The condition of the diamond will be determined by examination under no greater than 10x magnification and by standard gemmological techniques.
- 7. If we have provided you with a plot or diagram mapping the interior or exterior features of the diamond, that plot or diagram has been provided for identification purposes only and the presence or absence of a feature on the plot or diagram will not be covered by the warranty.
- 8. In honouring this warranty, Michael Hill will replace the diamond or gold content which meets or exceeds the characteristics warranted on the Certificate of Authenticity.
The Lifetime Diamond Warranty is provided by Michael Hill International in addition to the customer’s rights at law and does not affect the customer’s existing rights at law.
Diamond: the diamond/s identified in the Certificate of Authenticity document.
Metal Content: the metal content identified in the Certificate of Authenticity document.
Owner Lifetime: the lifetime of the individual purchasing the product or the lifetime of the first person the product is gifted to. Owner lifetime ceases if ownership of the product is subsequently transferred to another party.
Product Lifetime: the reasonable lifetime of the product. This lifetime ceases at the point where the product is altered from its original form as described in the Certificate of Authenticity.