Your Rights Under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure* and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the product repaired or replaced if the product fails to be of acceptable quality.
* A major failure might include:
• A piece breaking or falling apart under normal use shortly after purchase due to poor workmanship.
• A gemstone not being securely set and falling out almost immediately, suggesting a fundamental design flaw.
• A clasp or setting that repeatedly fails and causes the jewellery to be unwearable or unsafe.
Our Brand Warranty – 2-Year Coverage
In addition to your statutory rights, Retreat Sanctuary Adornment provides a 2-year limited warranty from the date of purchase for all jewellery items. This warranty covers manufacturing defects in materials or workmanship under normal, intended use.
Covered issues include:
• Faulty clasps or closures
• Loose or missing stones due to setting faults
• Breakage from craftsmanship flaws
How to Make a Warranty Claim
If you believe your piece has a manufacturing defect or is not performing as expected, contact us via our Contact Page including:
• Your original proof of purchase
• A description of the issue
• Photographs clearly showing the fault
Our customer care team will assess the issue and advise whether your piece will be repaired, replaced, or refunded in accordance with ACL and our warranty.
Exclusions and Limitations
Our warranty does not cover:
• Normal wear and tear (scratches, tarnishing, fading)
• Accidental damage or misuse
• Exposure to chemicals, perfumes, or water
• Improper storage or cleaning
• Unauthorized repairs, modifications, or resizing
• Loss or theft of items
• Items not purchased directly from Retreat Sanctuary Adornment or our authorized partners.
This warranty is non-transferable and applies only to the original purchaser.
Returns for Warranty Inspection
Items must not be returned without prior authorization. Once approved, we will provide instructions on how to safely return your item. Unauthorized returns or self-repairs will not be credited or covered.