TERMS AND CONDITIONS

These Terms and Conditions apply to purchases, lay-bys, custom orders, repairs, remodels, trade-ups and upgrades. Nothing in these Terms and Conditions excludes your rights under the Australian Consumer Law.

Lay-bys

Lay-bys are available for a maximum period of three months. By paying a deposit, the customer accepts these terms and conditions. A copy of the lay-by receipt and these terms will be provided or emailed to the customer upon payment.

A customer may cancel a lay-by and receive a refund of the amounts paid, less an administration fee:

• Purchases under $5,000: 5% of the total purchase price.
• Purchases of $5,000 or more: 10% of the total purchase price.

The administration fee will not exceed Holloway Diamonds’ reasonable costs arising from the lay-by and its cancellation.

Credit Notes

Credit notes are valid for three years from the date of issue redeemable by the original purchaser or their trustee. They are not redeemable for cash.

Purchased Gift Vouchers

Purchased gift vouchers are valid for three years from the date of purchase and are not redeemable for cash.

Stock Purchases

A full-price stock item may be returned within 30 days of purchase for a credit equal to the amount paid, provided that:

• proof of purchase is supplied;
• the item is in pristine, as-new and saleable condition; and
• the item has not been worn, damaged, altered, engraved or resized.

Sale items are not eligible for a change-of-mind exchange, return or refund.

Custom-Made Pieces

Custom-made orders require a deposit of at least 20% of the purchase price.

If the customer cancels after paying the deposit, the deposit will be forfeited to cover design work, labour, materials, supplier commitments and other reasonable costs incurred by Holloway Diamonds.

Repairs and Remodels

Deposits paid for repairs and remodels are non-refundable once work has commenced, subject to the customer’s rights under the Australian Consumer Law.

Holloway Diamonds may retain possession of an item under its repairer’s lien until all amounts owing for the authorised work have been paid in full.

If the customer cancels after work has commenced:

• the customer must pay the reasonable costs incurred up to the date of cancellation;
• the item will be returned in the condition and stage reached when work stopped; and
• Holloway Diamonds is not required to restore the item to its original form or condition.

Complimentary Ring Resizing

One complimentary ring resizing is available within three months after collection, provided that:

• the ring is in pristine, as-new condition;
• the resizing is technically possible without compromising the ring; and
• the work required is no greater than would normally be required to resize a new piece.

Additional work, remanufacturing, replacement materials or extensive size changes may incur a charge.

Trade-ups

Where diamonds or gemstones must be removed to assess or undertake a proposed trade-up, the customer’s authority must be obtained before removal.

If the customer subsequently decides not to proceed, Holloway Diamonds is not responsible for resetting the diamonds or gemstones free of charge. Any resetting or restoration work will be quoted separately.

Upgrades

If a customer cancels an upgrade, the cancellation terms applying to Custom-Made Pieces or Repairs and Remodels will apply, depending on the nature and stage of the work.

Sale Items

Sale items are not eligible for a change-of-mind exchange or refund. This does not affect any rights available under the Australian Consumer Law where an item is faulty or otherwise fails to meet a consumer guarantee.