Terms & Conditions
Rouge Jewellers · Cheltenham, Victoria
1. About these terms
These terms apply when you buy goods from Rouge Jewellers, leave goods with us, accept a quote, ask us to carry out repair or custom work, sell second-hand goods to us, or otherwise use our services.
By accepting a quote, paying a deposit, making a purchase, or leaving goods with us, you agree to these terms.
Nothing in these terms limits rights that cannot be excluded under the Australian Consumer Law or any other law that applies.
2. Quotes and estimates
Quotes are based on the information available at the time we inspect the item or discuss the work with you.
Unless we say otherwise, quotes are valid for 7 days.
A quote is accepted when you approve it, pay a requested deposit, or ask us to proceed.
If we find extra work is needed after work has started, we will contact you before doing that extra work unless it is minor, urgent, or clearly part of the agreed work.
3. Deposits and payment
We may ask for a deposit before starting repair, remodel or custom work.
For custom work, special orders, or work involving materials bought or prepared for you, the deposit may be used to cover work already done or materials already committed.
Full payment is due before goods are released, unless we agree otherwise.
4. Repairs, remodels and custom work
We will take reasonable care of goods left with us.
Jewellery can have hidden weaknesses caused by age, wear, previous repairs, poor settings, unknown materials, cracks, heat sensitivity or other defects that are not obvious on inspection.
You must tell us about anything you know that may affect the item or the work, including previous repairs, loose stones, fragile settings, sentimental concerns or special handling requirements.
Where the risk is higher than normal, we may refuse the work, ask you to accept a limited-risk repair, or recommend a different approach.
We may use trusted external suppliers for specialist work such as setting, plating, engraving, casting, stone work or other trade services.
5. Customer-supplied stones, metal and parts
If you supply stones, metal or parts for a repair, remodel or custom make, you are responsible for telling us what they are and whether there are any known issues with them.
Unless we agree otherwise in writing, we do not provide valuation, certification or insurance advice for customer-supplied materials.
6. Rouge workmanship warranty
Our workmanship is covered for 12 months from collection.
This warranty covers defects in our workmanship. It does not cover normal wear and tear, accidental damage, misuse, impact damage, loss, theft, changes in finger size, damage caused by another jeweller, or failure caused by a pre-existing weakness in the item.
If you believe there is a problem with our work, return the item to us for inspection before having anyone else work on it.
7. Goods sold by Rouge
We make reasonable efforts to describe goods accurately, including metal type, stones, condition and price.
Unless we provide a formal valuation or certificate, descriptions are retail descriptions only and are not insurance valuations.
Most jewellery is unique. Availability can change without notice, especially for items displayed online or in the cabinet.
8. Consignment goods
Some goods are sold by Rouge Jewellers as agent for the consignor. Where this applies, the receipt may identify the consignor as the seller.
Any item warranty for a consignment item is provided by the consignor, not by Rouge Jewellers, unless Rouge gives you a separate written warranty for work we have personally carried out on that item.
Rouge’s workmanship warranty does not apply to the original manufacture, setting, materials, condition or prior repair history of a consignment item unless Rouge has separately repaired, altered or worked on that item.
Consignment sales are final for change of mind. This does not limit any rights that cannot be excluded under the Australian Consumer Law or any other law that applies.
If you believe there is a problem with a consignment item, contact Rouge first. We will record the issue and help refer it to the consignor where appropriate.
9. Returns and refunds
We do not refund or exchange goods for change of mind.
Custom-made, resized, altered, engraved, specially ordered or remodelled items cannot be returned for change of mind.
This does not limit your rights under the Australian Consumer Law. If goods or services fail to meet a consumer guarantee, we will provide the remedy required by law.
10. Selling second-hand goods to Rouge
If you sell second-hand goods to us, we may be required to record your name, address, identification details, a description of the goods, the date and time received, and other transaction details.
We may refuse to buy goods if identification or required information is not provided.
11. Collection of repaired or custom goods
We will contact you when your goods are ready for collection.
Please collect goods promptly. If goods are not collected within 30 days after we notify you, we may charge reasonable storage, administration or insurance costs.
If goods remain uncollected, we may give written notice and deal with the goods as permitted by Victorian uncollected goods laws.
12. Loss, damage and insurance
We recommend you insure valuable or sentimental items before leaving them with us.
We are not responsible for loss or damage caused by events outside our reasonable control.
To the extent permitted by law, we are not liable for sentimental value, indirect loss, loss of opportunity or loss beyond the reasonable repair or replacement value of the item.
This clause does not limit rights that cannot be excluded under law.
13. Communication
We may contact you by phone, SMS or email about quotes, jobs, collections, payments and other matters relating to your goods or purchases.
You are responsible for keeping your contact details up to date.
14. Photos and website use
We may photograph goods for identification, job records, workshop notes, product records, website display or marketing.
We will not knowingly publish personal information with a photo of your item unless you have agreed to it.
For customer repair, remodel or custom work, we will use public-facing photos only where we have your consent or where the item and description do not identify you.
15. Privacy
Our Privacy Policy explains what personal information we collect, how we use it, who we may share it with, and how you can ask to access or correct it.
16. Disputes
If you have a concern, please contact us first so we can try to resolve it quickly.
We may ask to inspect the item before deciding what remedy is appropriate.