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Welcome to Love Lockets

Warranty, Refund and Return Policy

Proof of Purchase: Proof of purchase is required to make any claim. Type of proof includes store receipt either hand written or register, gift receipt, bank or credit card statement or hand written tax receipt that has proof of distributor. If you are unable to produce any of the above Love Lockets will be unable to provide a return, warranty claim, refund or replacement.

REFUND

If for any reason you are not completely satisfied with your purchase we will give you a 7 day money-back guarantee from the time you receive the goods. Please email us at info@lovelockets.com.au within that time if you are not satisfied with your purchase so that we can resolve any problems.

This refund policy does not apply to goods which have been worn or used, damaged after delivery, or if any attempt has been made to alter the product or if they have been dropped or broken. Additional non-returnable items include gift cards and promotional giveaways or prizes. All products must be returned in their original condition along with proof of purchase.

All postage and insurance costs are to be paid by the buyer.

We recommend that you return the product via Registered post and that you pre pay all postage. You assume any risk of lost, theft or damaged goods during transit & therefore advise you take out shipment registration of insurance with your postal carrier. Love Lockets will not be responsible for parcels lost or damaged in transit if you choose not to insure.

REPLACEMENT GUARANTEE

Love Lockets provides customers with the opportunity to purchase a $25 replacement guarantee, at any time, to extend the lifetime of their locket or bracelet. The replacement guarantee applies to lockets (and bracelets) for broken glass only and offers a like-for-like replacement.

Customers must return their damaged locket to the store from which they purchased the replacement guarantee or if they purchased it online, they must return it via a traceable package to Love Lockets Head Office (HQ).

To receive a replacement, customers must provide proof of purchase of their locket and a copy of their replacement guarantee; all postage and insurance costs are to be paid by the buyer.

The replacement guarantee does not apply to goods which have been worn in water, or if any attempt has been made to alter the product.

DEFECTS WARRANTY

Love Lockets at our discretion will repair or replace any jewellery item that is proven to be a manufacturers fault after inspection by an authorised representative of Love Lockets. Love Lockets offers a 24 month warranty for products purchased after 1 Jan 2015 and a 12 month warranty for items purchased prior to 1 Jan 2015. This warranty applies in Australia and may differ in other countries outside of Australia.

Warranty Exclusions: The defects warranty does not cover broken glass, theft, loss, damage, change in appearance, bends, sprains, kinks, gradual wear or gradual plating due to normal wear, accident, careless handling, improper use, water damage. Love Lockets will not cover any warranty at all if there have been any signs of water damage. Use of other products other than Love Lockets or use than outlined in our care policy (see below). Tarnishing is a natural occurrence therefore cleaning is not covered under warranty.

How to complete your warranty claim:

Please take your locket back to the original place of purchase where possible, if you are unable to return to the store where you purchased your Love Lockets product from you may be required to pay transport and and/or postage costs by the store retailer. If the authorised store representative and Love Lockets are satisfied that the locket meets the requirements for our Defects Warranty they will at their option arrange for the repair or replacement of the product.

The authorised retailer will advise you of your repair options (if any) including any extra costs or charges relating to the warranty claim or repair. In the event your warranty claim is not accepted Love Lockets will return your original product to the retailer and the retailer will advise you of your options. If your warranty claim is accepted Love Lockets will retain your product until repaired or replaced, the new or repaired product will return to the retailer for your collection. Should you require postage of your repaired, replaced or original product you will be required to pay for the transport or postage costs.

IMPORTANT DISCLAIMER

As with any piece of jewellery that has glass you must be very careful with your Love Locket and be sure not to drop or bang it as this could break or fracture the glass. Due to the delicate nature of these beautiful pieces we ask that you take care when filling your Lockets and not to over fill. Please be reminded that your Love Lockets all close with a magnetic closer which means if the locket does not close on it's own with a snap shut action then you have over filled it and you MUST NOT try and force the lockets shut. If you try and force it shut this may break the glass so please take extra special care of these beautiful pieces as you would any precious jewellery item. Love Lockets products must stay out of reach of children under the age of 3. Do not wear jewellery whilst sleeping. Please keep jewellery away from water and perfume. Lockets are not water resistant. Any evidence of water damage will not be covered by our warranty. To preserve your jewellery polish it often and keep it covered.