At Shiels Jewellers, we want you to feel confident in your purchase. Our in-store 30-Day Exchange Guarantee allows you to exchange eligible items within 30 days of purchase, subject to the terms and conditions below.
- Exchange available on eligible in-store purchases within 30 days of the purchase date.
- Items must be in As New Condition with all original packaging and documentation.
- Certain items are not eligible for exchange (see exclusions below).
- Refunds are not offered for change of mind under any circumstances.
Eligibility for Exchange
You may request an exchange within 30 days of the purchase date, provided that:
- Proof of purchase is presented; and
- The item is in As New Condition; and
- All original packaging and accompanying documentation are returned (e.g. diamond certificates, watch instruction booklets, authenticity cards).
Important: Refunds are not offered for change of mind. Exchanges only under this guarantee.
What “As New Condition” Means
“As New Condition” means the item must be:
- Unworn,
- In flawless condition, and
- Free from scratches, marks, damage, or any signs of wear.
Shiels Jewellers reserves the right to determine whether an item meets the “As New Condition” criteria.
Exclusions
The 30-Day Exchange Guarantee does not cover:
- Accidental damage.
- Misuse or deliberate damage.
- Excessive wear and tear.
Items Not Eligible for Exchange
The following items cannot be exchanged under any circumstances (unless deemed faulty under Australian Consumer Law):
- Earrings or body jewellery for hygiene reasons (e.g. earrings, nose studs, belly bars, toe rings).
- Rings that have been resized (before or after purchase).
- Engraved, personalised, custom-made, or made-to-order items.
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Watches or smartwatches that have been:
- Resized,
- Damaged,
- Connected or locked to a device, or
- Altered in any way after purchase,
Promotional Vouchers
When a purchase is paid in part or in full using a Shiels Promotional Voucher (issued as a VIP Loyalty discount against a minimum spend), the voucher amount is non-refundable.
- If you return or exchange the item, only the amount paid by cash or card is eligible to be applied toward the exchange.
- The value of the Promotional Voucher will not be refunded or reissued.
Faulty Items
If you believe your item is faulty, we will assess it in accordance with your rights under the Australian Consumer Law.
Where a fault is confirmed, Shiels will offer an outcome that is fair and reasonable. This may include:
- Repair,
- Replacement,
- Exchange, or
- Refund.
Please note: Watches and smartwatches are covered by their individual manufacturer warranties. Fault assessments and remedies for these products may follow manufacturer processes.
Shiels Watch Warranty & Repairs
All watches sold by Shiels are covered under manufacturer warranties, and all warranty claims must follow the procedures outlined below.
Manufacturer Warranty Coverage
All watches are protected by the manufacturer’s warranty, which covers defects in materials or workmanship. If your watch is returned to Shiels as “faulty” within the 30-Day Exchange Guarantee period, it will be forwarded to the manufacturer or an authorised service centre for a formal warranty assessment.
Warranty Assessment Process
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Assessment first
Before any repair, replacement, or refund is considered, the watch will be sent to:- The manufacturer, or
- An authorised service centre.
-
If a manufacturing fault is confirmed
Depending on the manufacturer’s warranty terms, one of the following outcomes will occur:- Repair of the faulty component(s),
- Replacement of the watch, or
- Refund, processed by Shiels as directed by the manufacturer.
-
If no fault is found
If the assessment concludes there is no manufacturing fault, the watch will be returned to you. In this scenario:- A manufacturer’s assessment fee may apply.
- A return postage fee may apply (for online purchases; in-store processes may vary by store location).
To Avoid Delays, Please Return Watches With:
- Original packaging,
- Warranty booklet or warranty card,
- Removed watch band links, and
- Proof of purchase.
These items are required for manufacturer validation and processing.
What Manufacturer Warranties Generally Do Not Cover
- Battery replacements,
- Accidental damage,
- Water damage,
- Cosmetic wear and tear,
- Strap, band, or bracelet damage,
- Missing or replacement links,
- Damage caused by third-party alterations or repairs.
Note: Please refer to the specific brand’s warranty booklet for full warranty terms.
Assessment & Exchange Processing
Inspection and Assessment
All items returned for exchange or warranty assessment undergo an initial inspection by the Store Team.
If the store is unable to perform a full assessment, the item will be forwarded to our Support Office Quality Assessment Team for evaluation.
All assessments, exchanges, and warranty outcomes are processed in accordance with:
- The Australian Consumer Law, and
- Shiels’ General Terms and Conditions of Purchase.
If an Item Is Deemed Faulty
Where a fault is confirmed after assessment, the following remedies may be offered (as applicable):
- Repair,
- Replacement, or
- Refund.
Refund Method
If a refund is approved, it will be processed using the original payment method. Please note:
- Cash purchases may be refunded via direct deposit or to a debit card in the purchaser’s name.
- Refunds can only be issued to the original debit/credit card or finance account used at the time of purchase.
- For items received as a gift, only an exchange or credit note can be provided.
Change of Mind
Refunds are not offered for change of mind under any circumstances.
Customer Support
If you have any questions or require assistance, our Customer Support Team is here to help.
Contact our friendly team OR Email us at service@shiels.com.au
We are committed to providing fair, transparent, and customer-focused outcomes.
