Refund Policy

We want to inspire and delight you with your jewellery purchase. If for any reason you are dissatisfied with your purchase, you may return your item within 30 days of delivery for a full refund, subject to meeting the requirements of our refund policy.

In this returns policy, the expressions "we", "us" and "our" are a reference to Emma & Roe Pty Ltd (ACN 168 234 160) and Emma & Roe Online Pty Ltd (ACN 168 235 514)

Returns Policy

  • You may return new items sold and fulfilled online by Emma & Roe within 30 days of delivery for a full refund.
  • Contact our Customer Care team on 1800 445590 or online@emmaandroe.com.au to initiate a return. You'll need to provide your order number, contact details and reason for return.
  • Items should be returned with the original product tags attached and with all paperwork (such as diamond certificates or watch instruction booklets). Include a copy of your shipping confirmation email or order confirmation email in the package.
  • All shipping return charges must be pre-paid. We cannot accept C.O.D deliveries. We require that returned items are insured during delivery (such as Australia Post 'Extra Cover') to safeguard against loss.

All returns are subject to inspection by our Quality Assurance team before a refund is processed. We refund you the same way that you initially paid for your order excluding any delivery charges within 15 business days of receiving your returned item. Emma & Roe will pay for any return shipping costs if the return is the result of our error or the item is damaged or defective.

Items purchased from Emma & Roe online can be returned at an Emma & Roe store. Please ensure that you take a printed copy of your online tax invoice/ order fulfilment email to store to confirm your purchase details.

Items purchased from an Emma & Roe store may only be returned to an Emma & Roe store location in the country of purchase.

30 Day Change of Mind

Goods are eligible for the 30 Day Change of Mind policy provided that they are in as new condition and are accompanied by proof of purchase.

Definition of 'As New Condition': The item must not have been worn; the item must be in pristine condition with no damage, scratches, or signs of wear. Determination of an item matching the definition of 'As New Condition' is at the sole discretion of Emma & Roe.

Special orders and pieces of jewellery hand-made to customer specification are not eligible for the 30 Day Change of Mind Policy

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.

The goods will not be of acceptable quality if such goods:
(a) are not fit for all the purposes for which goods of that kind are commonly supplied;
(b) are not acceptable in appearance and finish;
(c) have defects;
(d) are unsafe; or
(e) are not durable.

In addition to your rights under the Australian Consumer Law, Michael Hill branded watches have a three year contractual limited warranty and lifetime limited battery replacement, provided that the International Guarantee Booklet is presented to a Michael Hill store before the work on such watches under this guarantee can be started. This contractual three year limited warranty does not cover:
(a) pressure tests in water proof watches after battery replacement;
(b) adjustment to links, bracelets or straps (including refurbishment of any adjustment damage);
(c) further rhodium plating;
(d) repairs or refurbishment of shop soiled or shop distressed stock or repairs necessary due to misuse or normal wear and tear and any repairs made by unauthorised service centres; and
(e) any other matter excluded by section 12 below.
The remedies under the twelve month limited warranty and three year watch limited warranty are given by Emma & Roe in addition to, and not in place of, your rights at law, including under the Australian Consumer Law.

Emma & Roe’s liability and exclusions on warranties and guarantees

Subject to any rights you may have under the non-excludable guarantees under the Australian Consumer Law (described at section 10 above) , we may impose fees payable by you in relation to any repair/service not covered by the guarantees under the Australian Consumer Law, the twelve month limited warranty or the three year watch limited warranty, or where such warranty has expired.

Emma & Roe’s liability for any breach of any warranty or consumer guarantee for goods or services is (to the extent permitted by law) limited to re-supplying the goods or services the subject of your order or refunding the costs of the goods or services (at its sole discretion).

The twelve month limited warranty and the three year watch limited warranty each exclude, to the extent permitted by law, damage due to ordinary wear and tear, misuse, accident, abuse, alteration, substitution, improper repair or warranty service performed by someone other than us or our authorised repairers, theft, disappearance, loss (including lost stones) or any other type of use causing deterioration.

Loose diamond stones supplied by Michael Hill and assembled by someone other than Michael Hill or its authorised agents can be damaged during jewellery assembly (Third Party Damage). Such Third Party Damage will not be covered by the twelve month limited warranty, the three year watch limited warranty and (to the fullest extent permitted by law, including Australian Consumer Law) any consumer guarantee, and Michael Hill will not be liable for any such Third Party Damage or any claim arising as a result of, or in connection with, such Third Party Damage.

To the fullest extent permitted by law (including Australian Consumer Law) Emma & Roe reserves the sole right to judge whether or not an item of jewellery has been subject to ordinary wear and tear, misuse, abuse, alteration, substitution, improper repair or warranty service performed by someone other than Emma & Roe (or its authorised repairers), theft, disappearance, loss (including lost stones) or any other type of use causing deterioration. If, in our sole discretion, such jewellery shows signs of any of the foregoing, the twelve month limited warranty or the three year watch limited warranty will be entirely void.

To obtain any limited warranty service for any good that is a diamond good with a sales price greater than $990, you must provide Michael Hill with an original certificate of authenticity for that item. This certificate of authenticity must be fully completed and signed on behalf of us by an authorised person at the time of purchase. If this certificate of authenticity has been altered in any fashion, the contractual warranty is void to the maximum extent permitted by law.

White gold jewellery is rhodium plated to enhance its appearance. This plating is not permanent and will require further plating to maintain the enhanced appearance. Neither the twelve month limited warranty nor the three year watch limited warranty cover any further rhodium plating.

When a good is repaired under the original contractual warranty term, only the remaining term of the original contractual warranty will continue to apply (e.g. if a good is purchased under the 12 month limited warranty and returned for repair after 11 months from the date of purchase, once the repaired good is handed back to the customer, the remaining warranty term will be only 1 month and any other repairs after this term will be outside the original warranty period and may be charged accordingly). This limitation does not apply to consumer guarantees under the Australian Consumer Law.

Governing law

This returns policy is governed by the laws in force in Queensland, Australia. You agree to submit to the exclusive jurisdiction of the courts of that jurisdiction.

Consent

  • By using this web site you are agreeing to the terms of this returns policy.

  • We reserve the right to modify our returns policy as our business needs require.

  • We will post such changes on our web site, after which, your continued use of the web site shall be deemed to be your agreement to the modified terms.