Bartlett Master Jewellers offers a complimentary annual ultrasonic clean and inspection service for all our custom-made jewellery. As part of the inspection, we will check the setting of any gemstones to make sure that they are secure.

The following items are not covered by our complimentary annual service:

• Our range of ready-to-wear jewellery.
• Items repaired or modified by someone other than Bartlett Master Jewellers.
• Items soldered or joined onto a non-Bartlett Master Jewellers item, even if this work has been carried out by Bartlett Master Jewellers.
• Any jewellery with damage caused by the client that prevents us from offering this service.

You are required to make an appointment when dropping off your piece of jewellery at our studio. We would advise you to schedule the drop-off on a weekday, as availability on Saturdays is limited.

We usually need you to leave your piece of jewellery with us for 5 to 10 business days for any services. In some limited cases, and at our sole discretion, we will be able to undertake a clean and inspection of your piece over the course of a few hours on the day of your appointment. 

Polishing, rhodium plating or repairs to your jewellery will usually require 5 to 10 business days. We will advise you of the cost and timing in advance of carrying out these services.

It is possible to use your own gemstone(s) in a custom-made piece of jewellery made by Bartlett Master Jewellers, however we do charge a surcharge for using your own stone(s). We will need to inspect the stone(s) in person prior to confirming if it can be used, to ensure the condition of the stone(s) is suitable to be set. The surcharge covers the cost of insurance (against theft and damage) and general admin/handling whilst the stone is in the care of Bartlett Master Jewellers.

Whilst breakages are uncommon, diamond crystals can break under enough pressure. Our jewellers will advise you if your gemstone or diamond presents any increased risk and will recommend the safest setting style for your stone. It must be understood, however, that Bartlett Master Jewellers cannot guarantee that damage will not occur, and it is the responsibility of the customer to decide if resetting the stone is worth the risk involved. This should be taken into account with particularly fragile stones (anything that is not a diamond or sapphire) or stones of sentimental value.

Bartlett Master Jewellers takes the greatest care in the handling of customer’s own stones, but it is not responsible for any colour change of stones that are heat treated, radiation treated, or fracture filled, etc. In the case of any other damage, Bartlett Master Jewellers may offer a replacement stone (if a similar stone can be sourced) or to have the stone recut. Whilst every effort will be made to replace a damaged stone with something of an equivalent size and quality, we will always be limited by what material is available in the market (this is particularly relevant for rare shapes, sizes, colours and cuts). If a replacement stone is offered, the damaged stone will become the property of Bartlett Master Jewellers.

Our ultimate objective is to make sure you are happy with your piece of jewellery. We recognise that it can be difficult to visualise how the finished piece will look and that some design changes might be required along the way to achieve exactly what you want. For this reason, we give you the opportunity to make small changes to the design before any stones are set, without incurring additional costs.

There are a number of (minor) alterations that are included in our service, such as changing the finger size (see our Resizing Policy for further details), making edges more rounded, reducing the width of a ring, etc. However, if the changes are significant or the piece has to be remade, you may incur additional charges.

Once an item has been finished to the requested specifications, further changes may incur additional charges.

Please note that any customisation of a design will exclude it from our return policy.

Trade-up with Your Lifestyle

Since 1974, Bartlett Master Jewellers has stood behind our policy of assuring your continued satisfaction. In the years to come, we will always be here to stand behind your diamond purchase and our product.

As we go through life, our tastes evolve and likewise we desire new or better diamonds. If you purchased your diamond from Bartlett Master Jewellers we are glad to consider trading it in towards a new one. If you decide at any point after your purchase that you would like to trade it for a bigger, higher grade or just different diamond, we welcome you back to pick out something that better fits your current lifestyle. You can trade-up to a diamond with more size, higher quality, or both. You can even change the shape of your diamond, if you prefer.

Here's how it works

Bring in any single diamond of more than 0.30ct purchased from Bartlett Master Jewellers and we will credit you with its original purchase price for your trade-up. All we ask is that you also make an equal value contribution of your own.

Terms & Conditions

• The item traded, must have a 0.30ct minimum carat weight and must have been purchased from Bartlett Master Jewellers.
• The diamond must be accompanied by its original grading report, and must be in the original mounting hand-crafted by Bartlett Master Jewellers.
• The diamond must be in perfect condition and must be approved by our gemmologist for authenticity.
• The new purchase must be at least 50% greater in dollar value than the piece being traded in.
• Only one piece of jewellery can be used towards an upgrade at any one time.
• The full purchase price paid for the original will be deducted from the price of the new piece.
• Proof of original purchase may also be required.
• Please contact us for more information.

Please see our full Terms & Conditions here

At Bartlett Master Jewellers we make all our jewellery to the highest standard of workmanship. As a testament to our exceptional quality, all our jewellery is backed by a lifetime guarantee against faults in materials and workmanship.

If your Bartlett Master Jewellers purchase has a manufacturing fault, please inform us and return your piece as soon as possible for inspection. Items that are covered by the guarantee will be repaired at no charge, provided the item has not been:

• Damaged due to mishandling or inappropriate use (exposing your jewellery to hard blows, rough work, heavy sporting activities, etc).
• Altered, resized, engraved or repaired by any party other than Bartlett Master Jewellers.
• Damaged caused by a failure to obtain repairs required to maintain the integrity of the item.

Items that are not covered will be quoted for repair.

Online orders can be paid using Visa and Mastercard credit cards. Online orders are required to be paid in full when placing the order.

In studio orders can be paid using the following payment methods:

• eftpos, Mastercard, Visa, American Express and UnionPay credit cards.
• Direct deposits into our bank account (please ask us for details).
• Cash.

For in-store orders, a 50% deposit is required before a job can be started. Full upfront payment is required for any special order ready-to-wear jewellery, all after sale services, and for diamonds or coloured gemstones brought in from overseas for a specific order.

Final payment is due on collection, however, if collection is delayed, the final payment must be made within two weeks of the agreed completion date. All goods remain the property of Bartlett Master Jewellers, until payment has been received in full.

Receipt of a direct transfer is not deemed to be payment for goods until the funds have been received into our account. Please allow sufficient time for funds to clear before coming in to pick up your item(s) as we are unable to release the goods until the funds have cleared.

Please take great care when entering our account details for direct transfers. Recovering funds transferred into a wrong account is a difficult, time consuming and costly process. Any payment into a wrong account is not deemed to be payment and the recovery of any funds transferred into a wrong account is the customer’s responsibility.

Bartlett Master Jewellers does not offer lay-bys.

At Bartlett Master Jewellers, we take pride in creating unique and custom pieces that reflect the individuality of our customers. As part of our commitment to showcasing our craftsmanship and celebrating the beauty of bespoke jewellery, we may, at times, photograph or film custom pieces for promotional use.

Surprise Custom Pieces

For custom pieces intended as a surprise, we respect the importance of preserving the element of surprise for the recipient. As such, any footage or photographs of these custom pieces will not be published until a period of 2 months from the completion of the product.

Protection of Customer Privacy

We prioritise the privacy of our customers and their personal details. Rest assured that, unless expressly given permission by the customer, we will never reveal customer names, addresses, or any other personal information on any platform. Your trust is paramount to us, and we are committed to maintaining the confidentiality of your information.

By engaging in the creation of custom jewellery with Bartlett Master Jewellers, you acknowledge and agree to the possibility of your custom piece being photographed or filmed for promotional purposes, as outlined in these terms and conditions.

If you have any concerns or specific preferences regarding the use of imagery related to your custom jewellery, please contact the Bartlett Master Jewellers team to discuss your preferences.

Whilst we seek to keep our website as up to date as possible, on rare occasions, a diamond purchased via our website will be unavailable as it may have been sold in our studio. In the unlikely event that you have ordered a diamond online which is not available, we will contact you immediately and recommend a suitable alternative. If we are unable to provide you a diamond of similar quality, we will offer a full refund

Our quotes remain valid for 14 days.

Our quoted prices are in some cases based on an estimated number of stones. The final price will depend on the actual number of stones used.

Quotes for any diamonds or gemstones that need to be imported are subject to change. If the relevant exchange rate changes by more than 2% from the date of the quote, your quote will be void and we will update the quote based on the new exchange rate.

For repairs, Bartlett Master Jewellers is not responsible for problems that may occur as a result of poor quality materials and/or poor workmanship of any non-Bartlett Master Jewellers items. Additional charges may apply if complications arise during a repair.

Bartlett Master Jewellers offers one free resize for all our custom-made rings subject to the terms and conditions below.

Bartlett Master Jewellers must be contacted regarding the resize within 30 days from the date of collection in-store or, for online purchases, from the day the package was delivered to the destination address. Any resizing required outside this time frame will incur a charge.

Most resizes can be done within two weeks. However, complicated designs may require additional time. Please let us know if your resize is particularly urgent and we will try to accommodate your deadline.

The following rings are not covered by our free resizing policy and will incur a charge if resized (some of these designs can’t be resized and need to be remade):

• Rings that need to be changed more than three sizes bigger or smaller.
• Rings made of titanium, zirconium and similar metals.
• Rings with diamonds and/or gemstones set the whole way around the ring.
• Rings that can’t be resized due to the nature of the design.
• Designs that can result in stones coming loose and/or falling out due to being resized including rings with stones set on the inside of the ring.
• Unconventionally shaped rings, e.g. TV shaped rings and fitted wedding bands.
• Rings with patterns, textures, mill-grain or engraving, which may need to be redone (unless there is a blank section specifically for resizing).
• Some two-tone ring designs (we will inform you at the time of purchase).

If you need your ring resized, we strongly recommend that you visit our Design Studio in-person to have your ring size measured by one of our jewellers. If you are unable to visit in-store, we can post you a rings sizing gauge to measure your finger. Please note that this method is more open to user error and may not be as accurate as having your finger sized in-store at our studio. If an incorrect size is given to us and the ring requires additional resizing, each subsequent resize will incur an additional cost.

We stand behind the quality and craftsmanship of our products and are committed to achieving 100% customer satisfaction.

If the goods you receive have been damaged in transit or are faulty,
please contact us immediately by telephone on 07 4772 3622 or by email
on info@masterjewellers.com.au on the day of receipt. If the package is damaged on arrival, you may be asked to return the goods with its original packaging.

We offer a 7-day return policy on online purchases (some exclusions apply – details listed below). If for any reason you are not satisfied with your purchase, you may return it within 7 days for replacement, exchange, or store credit. (subject to the terms below). We do not offer full refunds.

Our Ready to Wear jewellery (excluding special order items) purchased in-store are also eligible to be returned within 7 days of purchase.

Our custom-made jewellery pieces are non-returnable and non-refundable, and an order cannot be cancelled after a deposit has been paid.

Process

If you are returning an online purchase or Ready to Wear Jewellery, you will be able to exchange or claim store credit subject to the following terms:

• Your purchase must be returned within 7 days of your receipt of the item. For online purchases, the 7 days commences on the day your package is delivered to the destination address.
• You must return your purchase prior to any resizing.
• The jewellery piece must be returned unworn in its original condition. Each piece will be inspected by one of our jewellers and undergo a quality assessment.
• Your item must be returned in their original product packaging with the original product tags attached and with all paperwork (such as diamond certificates or watch instruction booklets). You should Include a copy of your shipping confirmation email or order confirmation email in the package. Any returns which are not accompanied with the original packaging and paperwork will not be processed.
• If the original sales receipt is not available, (for example, because you received the product as a gift or the original receipt is lost by you), we may, at our discretion, offer an exchange only so long as the item is returned in saleable condition and with all original packaging.
• If you have simply changed your mind about your purchase, we may, at our discretion, accept items for exchange or store credit if returned under the same conditions.
• We do not offer exchanges, refunds or cancellations for orders of any item that has been ordered with engraving or is customised in any way, or for any design that is excluded from our free resizing policy (see Resizing Policy below).

If you return your order for exchange or store credit, then your second purchase of a similar item is non-returnable (unless the reason for returning the initial purchase is covered by our guarantee).

Loose diamonds, gemstones and pearls cannot be returned, and an order cannot be cancelled once a deposit has been paid. We may be able to exchange the stone or pearl for you, but it is entirely at our discretion and will be assessed on a case-by-case basis.

Special Orders

Please note that we are unable to offer exchanges or refunds on bespoke items or special orders. This means that we cannot provide refunds or exchanges on items that have been specially made to order for you, items that have been altered or personalised in any way, and products that are not normally stocked by Bartlett Master Jewellers but have been ordered specially at your request. Bespoke or specially ordered products may only be returned if they are faulty or were supplied incorrectly. This does not affect your statutory rights.

Australian Consumer Law

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. 

Consent

By using this website you are agreeing to the terms of this returns policy (as amended from time to time).

Bartlett Master Jewellers offers free express delivery within Australia for all orders over $250. Orders under $250 will be charged a flat fee of $15.

Once your order has shipped, please allow 2-7 business days for delivery depending on your location.

Orders requiring ring sizing take up to three (3) additional business days to complete.

We ship all orders via Australia Post.

Whilst we endeavour to fulfil all orders, please be aware that some styles may not be available at the time of dispatch, particularly during sale or high demand periods like Christmas. If an item becomes unavailable, we will attempt to reorder it quickly and dispatch it to you as soon as possible. We will notify you if we are unable to fulfil your order.

We work hard to protect our customer's personal and financial information from being used in a fraudulent manner. We undertake efforts to verify the security and privacy of all orders. Due to these efforts, most orders take a minimum of 1-2 business days before being approved for shipment.

When your order is shipped, we will send an email containing a consignment number and tracking ID. Simply follow the link in the email to track the delivery of your parcel via Australia Post.

For security reasons, a signature is required for all deliveries.

Unfortunately we do not offer International Shipping at this time.

• Quotes are only valid for 7 business days due to periodic market fluctuations.
• Any bespoke or custom design not approved within this time period must be re-quoted.
• A deposit of 50% of the final quoted cost is required before the commencement of any custom design work.
• Your deposit is non-refundable, and the balance is due on delivery.
• Full payment is required in advance for special-order diamonds and gemstones.
  

For bespoke items or special orders, a 50% deposit is required before a job can be started. Full upfront payment is required for any special-order ready-to-wear jewellery, all after sale services, and for diamonds or coloured gemstones brought in from overseas for a specific order.
Final payment is due on collection, however, if collection is delayed, the final payment must be made within two weeks of the agreed completion date. All goods remain the property of Bartlett Master Jewellers, until payment has been received in full.

Please note that we are unable to offer exchanges or refunds on bespoke items or special orders. This means that we cannot provide refunds or exchanges on items that have been specially made to order for you, items that have been altered or personalised in any way, and products that are not normally stocked by Bartlett Master Jewellers but have been ordered specially at your request. Bespoke or specially ordered products may only be returned if they are faulty or were supplied incorrectly. This does not affect your statutory rights.