At Arlena, we take pride in the quality and craftsmanship of every piece we create. Each piece is made to order with care and carefully inspected before it leaves us.
We stand behind our craftsmanship with a Limited Lifetime Warranty against manufacturing defects in materials and workmanship, subject to the terms and conditions outlined below.
This Limited Lifetime Warranty provides benefits in addition to your rights under Australian Consumer Law.
Who Provides This Warranty
This Limited Lifetime Warranty is provided by:
ARLENA JEWELLERY PTY LTD
ABN: 54 699 803 677
Email: hello@arlena.com.au
Warranty Period
This Limited Lifetime Warranty begins on the original date of purchase.
For the purpose of this voluntary warranty, “lifetime” means the lifetime of the jewellery while it remains owned by the original purchaser.
The warranty applies to genuine Arlena jewellery purchased directly from Arlena. Proof of purchase may be required when making a claim.
What Our Limited Lifetime Warranty Covers
Our Limited Lifetime Warranty covers faults that Arlena determines are the result of a manufacturing defect in materials or workmanship.
A manufacturing defect is a fault arising from the way the jewellery was manufactured or constructed, rather than from normal wear and tear, accidental damage, misuse or other external causes.
Where we confirm that an issue is covered by this warranty, Arlena will repair the manufacturing defect at no charge. Where repair is not reasonably possible, we will provide an appropriate alternative remedy, having regard to the circumstances and your rights under Australian Consumer Law.
Complimentary Lifetime Jewellery Care
Fine jewellery benefits from regular care and inspection. To help maintain your Arlena jewellery, we offer the following complimentary services for the lifetime of the piece:
- Professional cleaning
- Inspection of settings and stone security
- Stone tightening where required and technically appropriate
These services are provided without a service charge. Customers are responsible for the shipping costs associated with sending jewellery to and from Arlena for complimentary lifetime jewellery care.
Jewellery will be inspected by Arlena before servicing to determine the appropriate care required.
Additional maintenance, repair or restoration services may incur a fee. We will advise you of any applicable charges and obtain your approval before carrying out any paid work.
What Is Not Covered
Our Limited Lifetime Warranty does not cover damage or deterioration that is not caused by a manufacturing defect, including:
- Normal wear and tear
- Scratches, dents, bends, deformation or surface wear
- Damage caused by accident, impact, misuse, negligence or improper care
- Damage caused by exposure to chemicals, unsuitable cleaning methods or inappropriate storage
- Loss, theft or disappearance of the jewellery
- Lost, chipped, cracked, scratched or damaged diamonds or gemstones where the issue is not caused by a manufacturing defect
- Gradual wear to prongs, settings, clasps, chains or other components through normal use
- Natural characteristics and variations in diamonds, gemstones and precious metals, including variations in colour and inclusions
- Normal changes to finishes or plating over time
- Damage or faults caused by third-party repairs, resizing, alterations or modifications
These exclusions apply only to Arlena’s voluntary Limited Lifetime Warranty and do not exclude or limit any rights you may have under Australian Consumer Law.
Diamonds & Gemstones
Diamonds and gemstones, while durable, are not indestructible. They may become loose, chipped, scratched, damaged or lost as a result of impact, wear or accidental damage.
The loss, loosening or damage of a diamond or gemstone is not automatically considered a manufacturing defect.
If you notice that a stone is loose or that your jewellery has been damaged, we recommend that you stop wearing the piece and contact Arlena promptly. We will inspect the jewellery to determine the cause of the issue.
Where stone loss, looseness or damage is confirmed to have resulted from a manufacturing defect, it will be addressed in accordance with this warranty and your rights under Australian Consumer Law.
Rhodium Plating, Polishing & Routine Maintenance
Rhodium plating used on white gold is a surface finish that naturally wears over time. How frequently re-plating is required depends on wear, care and individual use.
Routine services such as:
- Re-rhodium plating
- Re-polishing
- Restoration of scratches or normal surface wear
are not included as complimentary services under this Limited Lifetime Warranty unless required as part of remedying an accepted manufacturing defect.
These services may be available for an additional fee. We will advise you of any applicable charges before proceeding.
Third-Party Repairs & Alterations
We recommend contacting Arlena before having your jewellery repaired, resized or altered by another jeweller.
Our Limited Lifetime Warranty does not cover damage or faults caused by or resulting from third-party repairs, resizing, alterations or modifications.
Having work performed by another jeweller does not automatically cancel this warranty in relation to an unrelated manufacturing defect, nor does it affect rights that cannot be excluded under Australian Consumer Law.
How to Make a Warranty Claim
If you believe there is a problem with your Arlena jewellery, please contact us and provide:
- Your name and contact details
- Your order number or other proof of purchase
- A description of the issue
- Clear photographs of the jewellery, where possible
We may ask you to return the jewellery to us for inspection before determining whether the issue is covered by this Limited Lifetime Warranty.
For the security of your jewellery: Please do not send any item to us before receiving return instructions from Arlena.
Assessment & Repairs
Once your jewellery has been received, we will inspect it to determine the cause of the issue and whether it is covered by our Limited Lifetime Warranty.
If the issue is covered, we will advise you of the appropriate repair or other remedy.
If the issue is not covered by this warranty, we may be able to offer repair, maintenance or restoration services for a fee. We will advise you of any applicable charges and obtain your approval before carrying out paid work.
Nothing in this assessment process limits any rights or remedies available to you under Australian Consumer Law.
Shipping & Costs
Complimentary Lifetime Jewellery Care: Customers are responsible for shipping costs associated with sending jewellery to and from Arlena for complimentary cleaning, inspection and eligible stone-tightening services. All jewellery should be securely packaged and sent using a tracked and appropriately insured delivery service.
Warranty Claims: If you are making a claim for a suspected manufacturing defect, please contact Arlena before arranging shipment. Where an issue is confirmed to be covered by this Limited Lifetime Warranty, or where you are otherwise entitled to a remedy under Australian Consumer Law, responsibility for reasonable shipping or other claim-related costs will be handled in accordance with your applicable rights and the circumstances of the claim.
Australian Consumer Law
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. The benefits provided by Arlena’s Limited Lifetime Warranty are in addition to other rights and remedies available to you under Australian Consumer Law.