Every White November piece is handcrafted in our Melbourne workshop and carries our hallmark, which stands for the quality of the gemstones, the craftsmanship and the purity of the metal. If something we made is faulty, we will put it right.
This page sets out exactly what that covers, what it does not, and how to arrange a repair. Separately from all of it, you have rights under Australian Consumer Law that this warranty adds to and cannot reduce. Those are set out near the bottom.
What is covered, and for how long
| Piece | Warranty against manufacturing faults |
|---|---|
| Gold and platinum, including bespoke commissions and remodels | Lifetime, while it is serviced by us every 12 months |
| Sterling silver and gold-plated pieces | 12 months from the date of purchase |
A manufacturing fault means something went wrong in the making: a setting that was not closed properly, a join that fails, a stone that was not secured as it should have been. If that happens within the period above, we repair it at no cost to you.
The lifetime cover has one condition, and it is the whole point of it. A ring worn every day wears, and a worn claw is a five-minute job to fix and an expensive one to ignore. So the lifetime warranty on a gold or platinum piece runs for as long as you bring it back to us for a service every 12 months. Miss a year and the lifetime cover lapses; start servicing it again and it resumes from that service. The service is $150 and what it includes is set out below.
Silver and gold-plated pieces are covered for 12 months rather than for life. Silver is a soft metal and plating is a surface that wears away with use, so a lifetime promise on either would be one we could not keep. Both are still covered by Australian Consumer Law for as long as is reasonable, which is set out near the bottom of this page.
Proof of purchase is required either way, so please keep your receipt or order confirmation.
What is not covered
The warranty covers faults in how a piece was made. It does not cover what happens to it afterwards, and we would rather be clear about that now than argue about it later.
Not manufacturing faults:
- Chipped, cracked or broken gemstones
- Broken chains
- Rings that have bent out of shape
- Silver that has oxidised or darkened
- Plating that has worn off, including rhodium and gold plating
- General wear and tear from ordinary daily wear
The warranty also does not apply where a piece has been damaged by:
- Mishandling or inappropriate use, including knocks, dents, crushing, hard blows, rough work and sport
- Alteration, manipulation or repair by anyone other than White November
- Failure to have repairs done that were needed to keep the piece sound
None of that means we cannot help. It means the work is quoted rather than free, and we will always tell you the cost before we begin. Our care guide covers how to avoid most of these in the first place.
How to make a warranty claim
- Get in touch at info@whitenovember.com.au. Tell us what has happened and send a photograph if you can, along with your order number or proof of purchase.
- We will assess it. Sometimes a photograph is enough. Usually we will ask you to send the piece in or bring it to the studio so we can look at it properly.
- We will tell you what we find and whether it is a manufacturing fault, before any work starts. If it is not covered, you will get a quote and nothing happens until you approve it.
- We repair it and send it back insured and tracked.
Who pays what. If the piece has a manufacturing fault within its warranty period, the repair costs you nothing and we cover the postage both ways. For anything outside the warranty, you cover postage to us and we will include return postage in your quote. If you are ever out of pocket for a covered claim, tell us and we will reimburse you.
The annual service, and the free clean
These are two different things, and the difference matters, so here it is plainly.
| Complimentary clean | Annual service | |
|---|---|---|
| What it is | An ultrasonic clean while you wait | Ultrasonic clean, polish, and a full inspection: every claw and setting checked, stones tested for movement, the band and shoulders checked for thinning, and anything that needs attention written down and quoted. Rhodium re-plating on white gold is not included and is quoted separately |
| What it costs | Free, once a year | $150 |
| Keeps the lifetime warranty alive | No | Yes |
You are always welcome to bring a piece in for a clean, once a year, and there is nothing to pay. It makes a ring look like it did the day you collected it. What it does not do is tell us whether a claw has worn thin, because that takes an inspection under magnification rather than a bath.
The annual service is the one that keeps the lifetime warranty running, and it is the reason we can offer lifetime cover at all: most lost stones are preventable, and we would rather find the problem than replace the diamond. Book a service, tell us what needs doing and pick a time, or send the piece in and we will confirm anything beyond the $150 before we do it.
We recommend a service every 12 months on anything worn daily, whether or not it is under warranty.
Resizing, replating and other paid work
Resizing is free within 60 days of purchase. After that it is $110. Most designs move up to three sizes in either direction, and where a design will not, we will tell you what your options are. Resizing usually takes one to two weeks. Book a resize in the same place as a service.
Replating is ordinary maintenance rather than a fault. White gold is rhodium plated and the plating wears with use; we suggest having it redone about every 12 months. Gold-plated silver will also wear over time. Book a time or email us for a quote either way.
Anything else (a repair after a knock, a chipped stone, a reshaped band), we are happy to look at and quote.
Please come back to us, not another jeweller
If another jeweller works on one of our pieces, including a resize or a repair, this warranty is void and we cannot take responsibility for the piece afterwards.
That is not territorial. We know how our settings are built and how our stones are held, and work done elsewhere frequently arrives back to us needing to be undone first. If you are not in Melbourne, contact us before going anywhere else and we will work out how to handle it.
Your rights under Australian Consumer Law
This warranty is something we offer voluntarily. It sits on top of your legal rights and takes nothing away from them. Those rights apply no matter what any policy of ours says, and they are not limited to 12 months.
That includes the servicing condition. If you have not had a piece serviced and it turns out to have a manufacturing fault, our lifetime cover may have lapsed, but your rights under Australian Consumer Law have not. They do not depend on servicing, on this page, or on anything we write here, and we will honour them. The same applies to silver and gold-plated pieces after their 12 months.
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.
In short: if a piece fails in a way that is a major failure, you choose between a refund and a replacement. If it is a minor failure, we will repair it. Those rights apply to every piece we sell, and they can outlast this warranty. If you think something falls into that category, say so and we will treat it on that basis.
Our returns and exchanges page explains how this works alongside change-of-mind returns.
Who we are and how to reach us
White November
Level 7, 220 Collins Street
Melbourne VIC 3000
Australia
Email info@whitenovember.com.au
The studio is by appointment only. To bring a piece in for a service, a resize or a repair, book a time. For anything else, email info@whitenovember.com.au first.