In this Warranty Policy (Warranty), we, us, or our means By Charlotte Pty Ltd (ACN 605 001 278). Our contact details are set out at the end of this Warranty. You or your means the purchaser of the Products. Supplier means an authorised distributor or

In this Warranty Policy (Warranty),&#xA0;we, us, or&#xA0;our means By Charlotte Pty Ltd (ACN 605 001 278). Our contact details are set out at the end of this Warranty.&#xA0;You or&#xA0;your means the purchaser of the Products.&#xA0;Supplier means an authorised distributor or retailer of the Products that sold you the Products in Australia.&#xA0;All of our Products are quality checked by a member of our dispatch team. However, from time to time, there may be a rare Defect. &#xA0;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.&#xA0;1. Warranty&#xA0;In addition to any other rights you may have under the Australian Consumer Law, we warrant to you that the products we supply to you that are purchased from our e-boutique, By Charlotte retail stores or Suppliers (Products) will be free from Defects for the Warranty Periods set out below.&#xA0;2. What are our Warranty Periods?&#xA0;<ul><li>Solid gold jewellery: 12-months from the date of purchase; and&#xA0;</li><li>Gold vermeil, gold-plated, and sterling silver jewellery: 6-months from the date of purchase.&#xA0;</li></ul>3. What is a Defect?&#xA0;A&#xA0;Defect is any fault, error or defect in the Products as a result of improper workmanship or materials. &#xA0;4. What will we do for Valid Claims&#xA0;&#xA0;For successful Warranty claims, we will (at our own cost):&#xA0;<ul><li>repair or replace the Product (the decision of whether to repair or replace is at our sole discretion); or&#xA0;</li><li>if we are unable to repair or replace the Product, we will offer you a choice of credit, refund or compensation as applicable to the defective Product. &#xA0;</li></ul>5. What&#x2019;s not Covered&#xA0;Care requirements: Our Products are very delicate and should be handled carefully as explained in our product care card, accessible via the QR code enclosed with your order. &#xA0;Excluded damage: The following damage is not covered by our Warranty:&#xA0;<ul><li>Loss of your Products;&#xA0;</li><li>Chain breakage (unless caused by improper workmanship or materials);&#xA0;</li><li>Reasonable wear and tear of your Products, including tarnishing and fading of plated jewellery;&#xA0;</li><li>items that have been handled against our care instructions (see&#xA0;<a href="https://bycharlotte.com.au/pages/product-care" title="https://bycharlotte.com.au/pages/product-care" style=" text-decoration: none;">here</a>) or damaged by accident or misuse. You acknowledge and agree that all metals will tarnish over time, but it will happen much faster if they come into contact with agents such as perfume, salty air, sulphur, skin creams, hairspray, chlorine, or acidic skin pH. The amount of tarnishing (oxidation) depends on your skin and jewellery care habits;&#xA0;</li><li>acts, omissions or negligence by you or any third party not engaged by us (including any third party repairer of your Products);&#xA0;</li><li>Failure on your part to follow any instructions provided by us or the manufacturer;&#xA0;</li><li>Use of your Products other than for use specified by us or the manufacturer;&#xA0;</li><li>Continued use of your Products (where such use is not reasonable) after any defect becomes apparent;&#xA0;</li><li>Failure by you to notify us of any defect in a reasonable time; and&#xA0;</li><li>Act of God or force majeure event (e.g. war, riot, fire, flood, etc.).&#xA0;</li></ul>Additional Expenses: Any services you request that are not covered under this Warranty may incur additional charges, which we will inform you of prior to commencing the work.&#xA0;6. Important Terms&#xA0;&#xA0;<ul><li>This Warranty is attached to and forms part of the By Charlotte Terms and Conditions.&#xA0;</li><li>In the event of any inconsistency between this Warranty and the By Charlotte Terms and Conditions, the By Charlotte Terms and Conditions will prevail. &#xA0;</li><li>This Warranty is only valid and enforceable in Australia. If you are located outside of Australia and have issues with the Products, please contact us to discuss available support options.&#xA0;</li><li>This Warranty is governed by the laws of New South Wales.&#xA0;</li></ul>

What Is Your Warranty Policy?

If you believe your piece may have a defect, we want to make the claims process as straightforward as possible. To ensure a smooth experience, please follow the steps below and provide all required information when visiting the original store of purc

If you believe your piece may have a defect, we want to make the claims process as straightforward as possible. To ensure a smooth experience, please follow the steps below&#xA0;and provide all required information when visiting the original store of purchase.&#xA0;Our stockists will review your item in line with our warranty guidelines and work with you to reach a resolution. In some cases, they may need to contact us directly for a second assessment, but you&#x2019;ll be kept informed throughout the process.<hr>Online PurchasesStep 1: If you believe your Product has a Defect, you should stop using it immediately.&#xA0;Step 2:&#xA0;Contact the Customer Care team and provide: &#xA0;<ul><li style="font-style: italic;">Proof of purchase&#xA0;</li><li style="font-style: italic;">Description of the Defect&#xA0;</li><li style="font-style: italic;">Photographs of the Defect&#xA0;</li></ul>Step 3:&#xA0;The Customer Care team will assess your item in line with our warranty guidelines. &#xA0;<ul><li>If assessed and accepted, we will direct you to return the item through our portal <a href="https://bycharlotte.com.au/a/return" target="_blank" style=" text-decoration: none;" rel="noopener noreferrer">here</a> select &quot;Item is Faulty&quot; and follow the prompts.&#xA0;</li><li>If the claim is accepted at an HQ level, the item can be returned with all original packaging, documentation, parts, and accessories. &#xA0;</li></ul>Step 4:&#xA0;A resolution (repair, replacement, credit or refund)&#xA0;will be organised by the Customer Care&#xA0;team as soon as possible. Please allow sufficient time.&#xA0;<hr>In-store PurchasesStep 1: If you believe your Product has a Defect, you should stop using it immediately.&#xA0;Step 2:&#xA0;Head into one of our Boutiques&#xA0;and provide:&#xA0;<ul><li style="font-style: italic;">Proof of purchase&#xA0;</li><li style="font-style: italic;">Description of the Defect&#xA0;</li><li style="font-style: italic;">Photographs of the Defect&#xA0;</li></ul>Step 3: The Boutique will assess your item in line with our warranty guidelines.&#xA0;<ul><li>If the claim is accepted at the store level, the item can be returned with all original packaging, documentation, parts, and accessories. &#xA0;</li><li>A resolution (repair, replacement, credit or refund) will be organised by the boutique on the spot, where possible. &#xA0;</li></ul><hr>Purchases From StockistsStep 1: If you believe your Product has a Defect, you should stop using it immediately.&#xA0;Step 2: Head into the original store of purchase (the Stockist) and provide:&#xA0;<ul><li style="font-style: italic;">Proof of purchase&#xA0;</li><li style="font-style: italic;">Description of the Defect&#xA0;</li><li style="font-style: italic;">Photographs of the Defect&#xA0;</li></ul>Step 3: The Stockist&#xA0;will assess your item in line with our warranty guidelines.&#xA0;<ul><li>If the claim is accepted at the store level, the item can be returned with all original packaging, documentation, parts, and accessories.&#xA0;</li><li>A resolution (repair, replacement, credit or refund) will be organised by the stockist on the spot, where possible.&#xA0;</li></ul>Step 4: In some cases, the Stockist may need to contact us directly for a second assessment before confirming a resolution.&#xA0;<ul><li>This may involve additional wait times while we review the claim.&#xA0;</li><li>Customers will be notified by the stockist if further information or a return-to-head-office inspection is required.&#xA0;</li></ul>

How Do I Make A Claim?

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by charlotte

FAQs

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Warranty Support

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About Us

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Order Management

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Order Troubleshooting

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A Guide To Duties, Taxes & Fees.

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Repair Support

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Metal Information copy

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Are these real or synthetic gemstones?

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Sizing

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My jewellery has tarnished. What can I do?

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My ring has small scratches. Is that normal?

Product Care

Care

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Why do I need to have ID for myself and child if they are under 16 years?

Can I buy earrings in store to be pierced with and not the studio?

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What is an irritation bump?

What should I do if my piercing is infected? How can I tell if it's infected?

Piercing Care

Piercings