WARRANTY
Every REMARQUÉ piece is made to be worn, and we stand behind the quality of our jewellery.
All REMARQUÉ jewellery, including pieces from our RMQ range, is covered by our 6-month limited warranty against manufacturing defects from the date of purchase.
Our warranty is provided in addition to your rights under the Australian Consumer Law. These rights may continue beyond our 6-month warranty period.
WHAT’S COVERED
Our warranty covers manufacturing defects in the materials or construction of your piece that are not caused by normal wear, accidental damage, misuse or improper care.
This may include:
- faulty clasps, chains or links caused by a manufacturing fault;
- stones coming loose or falling out due to improper setting;
- faults in the construction or assembly of the piece; and
- products that arrive damaged, defective or unwearable.
WHAT’S NOT COVERED
Our 6-month limited warranty does not cover:
- normal wear and tear;
- scratches, dents, chips or surface damage caused through wear or impact;
- accidental or physical damage, including drops, knocks, crushing or excessive force;
- damage caused by misuse or care inconsistent with the Wear & Care guidance for your piece;
- lost or stolen items; or
- damage caused by alterations, modifications or repairs carried out by a third-party jeweller or other external party.
Different materials and finishes naturally have different wear and care requirements. Please refer to our Wear & Care page and the individual product description for guidance specific to your piece.
RMQ WATERPROOF & TARNISH-FREE PIECES
Where an RMQ piece is expressly described by us as waterproof or tarnish-free, those representations form part of what you can expect from the product.
Water exposure by itself will not void the warranty of a piece we have expressly described as waterproof.
Waterproof and tarnish-free do not mean scratch-proof or damage-proof. Physical wear such as scratching, abrasion, impact or damage caused by use outside the stated care guidance is not considered a manufacturing defect.
Some materials and products have different requirements around salt water, chlorinated water, chemicals and other environments. Please check the product description and our Wear & Care page for the guidance applicable to your piece.
Australian Consumer Law also requires businesses to honour express promises they make about a product’s quality, performance or characteristics.
NATURAL MATERIALS
Some REMARQUÉ pieces feature natural stones, seed pearls or individually varying resin.
Natural variations in colour, pattern, shape and texture are part of the character of these materials and are not necessarily considered faults.
If you believe a variation goes beyond the natural characteristics of the material or your piece has a genuine fault, please contact us and we’ll assess it.
MAKING A WARRANTY CLAIM
If you believe your piece has a manufacturing fault, please email shop@remarque.au with:
- your order number;
- your emailed invoice or proof of purchase;
- 2–3 clear photographs of the piece, including the fault; and
- a brief description of the issue.
We may ask for the item to be returned to us for further assessment before approving a warranty claim.
Where we require a product to be returned for an accepted warranty claim, we will cover reasonable return postage costs. Please follow the return instructions provided by us and retain your proof of postage.
IF YOUR CLAIM IS APPROVED
Where a claim is accepted under our 6-month limited warranty, depending on the circumstances and product availability, we may offer:
- a complimentary repair;
- a like-for-like replacement; or
- 120% store credit based on the original purchase price.
These remedies are provided under our voluntary warranty and do not replace any rights or remedies you may have under the Australian Consumer Law.
Under the Australian Consumer Law, the remedy available for a faulty product depends on the nature of the problem. For a major problem, consumers can generally choose between a refund or replacement; different rules apply to minor problems.
DAMAGED OR DEFECTIVE ON ARRIVAL
If your piece arrives damaged, defective or unwearable, please contact us as soon as reasonably possible after delivery so we can resolve the issue.
Providing photographs before the piece is worn will help us assess damage that was present on arrival.
If a product shows signs of wear, we may need to assess whether the damage was present when the item arrived or occurred after it was worn.
AUSTRALIAN CONSUMER LAW
Our voluntary warranty is additional to the consumer guarantees that apply automatically under the Australian Consumer Law and does not exclude, restrict or modify those rights. Consumer guarantee rights may continue after our 6-month warranty has expired.
The following wording is required for warranties against defects for goods:
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 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.
That is the exact mandatory ACCC wording, so leave those three paragraphs exactly as written.
CONTACT US
For warranty enquiries or to make a claim:
REMARQUÉ
PO Box 6
Chelsea VIC 3196
AUSTRALIA
Email: shop@remarque.au
Phone: 0420826580