our policies
We are an Australian owned and operated website and our philosophy is to always make the customer happy. We will make every endeavour to do so within and beyond the guidelines of the Australian Competition and Consumer Commission and Australian Consumer Law.
These guidelines are available at the following sites:
AUSTRALIAN COMPETITION AND CONSUMER COMMISSION
OFFICIAL SITE OF THE MINISTERIAL COUNCIL ON CONSUMER AFFAIRS
Nina's are also guided by the standards of the the Jeweller's Association of Australia. Established in 1931, the Jewellers Association of Australia (JAA) promotes the highest standards and ethics within the Australian jewellery industry and encourages consumers to shop with confidence where they see the JAA member sign.
Click to see each of our policies below.
Diamond Policy
All of our diamonds are natural stones, sourced wherever possible from Australia. We do not use artificial or created diamonds. All of our diamonds are 100% conflict free.
Free Resize Terms & Conditions
Customers are entitled to (1) free resize with the purchase of any full-price ring. The resize must be redeemed within 30 days of purchase. If the product must be returned via post to Nina's Jewellery for adjustment, the customer is responsible for shipping costs one way, and Nina's Jewellery will provide complimentary shipping to return the item. Products shipped back to Nina's Jewellery correctly packaged and addressed will be fully insured by Nina's Insurance.
To arrange to have your ring resized, please contact us first via LiveChat, email, or 1800 878 997.
Nina's Jewellery is happy to assist you with confirming the required size for your ring, however, once the size is confirmed and the ring adjusted, Nina's Jewellery is not responsible for any customer error or change of mind. Any additional resizes as a result of either of these situations will be at the customer's cost.
Resizing services are not available on sale rings. Sale rings are available in floor stock sizes N/O only.
Promotions & Promo Code Terms & Conditions
Unless stated otherwise, the following rules apply to Nina's promotions and promo codes:
Not valid in conjunction with any other offer or promotion.
$50 Promo codes are valid on full price transactions of $500AUD or more only.
$100 promo codes are available on full price transactions of$1000AUD or more only.
Can only be used once per customer. Not redeemable for cash or credit.
All vault stones are excluded from all promotional and promo code offers.
In the event of 'buy one, get one' style offers, the discount will always apply to the cheaper item, and the offer only applies to full price items.
Signing up to receive a free $100 or $50 voucher will auto-sign the customer up to the Nina's Newsletter. The customer may unsubscribe from this marketing service at any time.
The 'free resize on full price rings' offer may not apply alongside other promotional activities.
Promo codes can be used on applicable layby and special orders once only when the order is placed - not on individual payments.
Promo codes do not apply to custom makes.
Warranty & promise of service
Every piece of Nina's Jewellery is crafted to pass our strict quality assessment measures, and is unique, just like their wearers.
As such, each piece is subject to unique conditions based on its composition and its wearer.
Nina's jewellery is made to be worn, but we understand that this comes with inevitable wear and tear. Nina's does not offer a warranty on our products, rather, we treat each product on a case-by-case basis due to the one-of-a-kind creation that it is. We instead offer a promise of service. This means that at any time, if you experience a problem with your Nina's piece, whether from wear and tear, insurance, damage or manufacturing fault, our team of GIA-certified Diamond and Design specialists and Master Jewellers are committed to assessing the item, and assisting to the best of our ability.
Please note that pieces that have been worked on by other jewellers void the promise of service, as we cannot account for work that does not take place in our own workshop.
returns policy
We want you to love your new piece as much as we do!
Full-price jewellery pieces and some loose stones are accepted for credit or exchange if returned to Nina's in their original purchase condition (subject to assessment) accompanied by all original documentation (including sales receipt) within 30 days of the purchase date, or within 30 days of shipping.
If you are unsure if your piece qualifies for a credit or exchange, please enquire at time of purchase to confirm.
To return or exchange, please contact customer service via phone, email or chat, or call in to store. A representative will be available from 9am-5pm Monday-Friday WST to assist.
Once the item has been received by Nina’s, the Quality Assurance department will examine it within 5 to 10 working days to determine its approval for credit or exchange.
Upon approval, you will be notified and your store credit or exchange will be processed.
All items sold as “SALE” are not eligible for return. Nina's does not offer an exchange on pieces already exchanged.
Some exclusions may apply.
ORIGINAL PURCHASE CONDITION
Please note that, under Nina’s Happiness Guarantee, only items in original purchase condition will be accepted for store credit or exchange.
An item cannot be considered to be in original purchase condition if:
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it shows signs of having been worn
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it has been altered
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it has been resized or repaired (by another jeweller)
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a gem is set in a semi-mounting by anyone other than Nina’s
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it is damaged in any way
If you are unable to return or exchange your item in store, you can return applicable items via post.
To arrange a postal return or exchange, please contact customer service via phone, email or chat. A representative will be available from 9am-5pm Monday-Friday WST to assist.
Upon confirmation from one of our operatives, please photograph the condition of the item and attach it to the form (images can be provided digitally). Then wrap your item securely (our team can advise you on this) along with all original packaging and receipt, via an insured method, directly to:
Rivenlea Investments
Attention: Returns
Shop 14, 55 Dunn Bay Road
Dunsborough
Western Australia 6281
Once the item has been received by Nina’s, the Quality Assurance department will examine it within 5 to 10 working days to determine its approval for repair, credit or exchange.
Upon approval, you will be notified and your store credit or exchange will be processed.
Postal returns for change of mind are at the cost of the customer. Nina’s will pay for any return shipping costs if the return is the result of our error or the item is damaged or defective.
Please do not return anything to Nina's Jewellery without first speaking to one of our representatives.
REFUND POLICY
If you should find a major problem with a Nina’s product, you can ask for a replacement or refund.
The definition of a major problem is when:
- it has a problem that would have stopped someone from buying it if they’d known about it
- it is unsafe
- it is significantly different from the sample or description
- it doesn’t do what we said it would, or what you asked for and can’t easily be fixed.
If you should find a major problem with a Nina’s product, you can ask for a replacement, repair or refund.
A replacement product will be as close to the product originally supplied as possible.
Refunds will be the same amount you have already paid, provided in the same form as your original payment.
Nina’s has the discretion to take into account how much time has passed since you bought the product.
Nina's reserves the right to repair the original item in the event that evaluation by their Master Jeweller deems the fault to be superficial.
Nina's Jewellery is not responsible for damage or issues resulting from wear and tear.
If you suspect your piece is faulty, please contact customer service via phone, email or chat, or call in to store. A representative will be available from 9am-5pm Monday-Friday WST.
LAY-BY TERMS AND CONDITIONS
• MAXIMUM TERM: 3 months from purchase date.
• ONLINE LAY-BY: Online lay-by is only available on full price items over $2000. You must have or create an account with us in order to use online lay-by. You can make a payment on your online lay-by by logging into your account and selecting 'Lay-by Payments' in the left-hand menu.
• CANCELLING A LAY-BY: When a customer cancels a lay-by purchase, they have the right of a full refund less the cancellation charge. The cancellation charge is the amount of the deposit ($20 dollars or 20% whichever is greater).
• INCOMPLETE LAY-BY: Should a customer fail to honour the lay-by sale, we will contact the customer and advise that unless full payment is received, the lay-by will be cancelled after 7 days. Should the customer not pay the outstanding monies within the specified seven days the lay-by will be cancelled, goods will be returned to stock, and any monies due, minus the cancellation charge, refunded to the customer.
• PAYMENT FREQUENCY: Instalments are due fortnightly.
• YOUR ADDRESS: It is the customer’s responsibility to advise the store of any changes of address.
gift card
When you purchase a Nina’s Gift Card the recipient receives an email voucher for the $AUD amount specified (Minimum $50). The voucher contains a Gift Card Code link to set up a store credit account for that amount. The account can be used on any goods at ninas.co online store. Any remainder is retained on the account for future use. Some personal information is required to set up the account. The email voucher can also be printed and taken to any Nina’s showroom store, and the staff will assist the recipient to redeem the voucher for their choice of and product or service available, and set up an account for any remainder.
SPECIAL ORDERS
Through the NINA’S SPECIAL ORDER - DEPOSIT FORM the customer must provide approval to proceed and pay the 50% non-refundable deposit of the quoted order price. Nina’s receipt of the approval and deposit indicates the customer’s acceptance of both the description of the Special Order and its quoted price. A SPECIAL ORDER CODE will then be emailed to the customer. This code will need to be quoted during the checkout process when completing the final purchase.
Once the final payment for the Special Order has been received by Nina’s, delivery will be arranged.
All Nina’s regular Return and Refund policies apply to Special Orders.
Please note: The Nina’s Happiness Guarantee does not apply to custom-made Special Orders or loose diamonds.
Nina's Argyle Diamond Auctions terms & conditions
Unless stated otherwise, the following rules apply to all Nina's Auction items
1. Bidding is open to people over the age of 18 only.
2. You must be a Nina's Jewellery account holder to place a bid.
3. Placing a bid is a binding agreement of purchase. Should you be awarded the auction, you will be contacted to make payment within 3 working days of the auction’s end.
4. Should the winner of the auction fail to complete the purchase within 3 working days of the auction’s end, the auction price may not be honoured outside of this period and Nina's Jewellery reserves the right to make the item available for sale or auction again.
5. Nina's Jewellery reserves the right to add or remove products from the auction at any time, or change the timeline of the auction so long as the auction on an individual item has not ended.
6. All items have a reserve price. If the reserve price is not met the auction will not be awarded. All reserve prices are confidential.
privacy policy
We want you to know how we handle the information you send us online. Our privacy policy adapts to the dynamic environment of the internet. We update the specific policy details as our procedures change. You might like to review them occasionally to remain informed.
AUTOMATIC COLLECTION
Our web server automatically recognises the visitor's domain name (not the email address) and records the visitor's browser and platform type (e.g. Chrome browser on a Microsoft platform).
cookies
We use cookies to:
1. Record the visitor's session information (such as the visitor's shopping selections when ordering),
2. Record user-specific information on the pages the visitor selects for viewing,
3. Retain the country of our site that you last visited.
EMAIL ADDRESSES
When a visitor gives us their email address or sends us email correspondence, we retain their email address. We use email addresses to communicate with you regarding your orders and other matters regarding transactions between us or your customer relationship with us. We do not share our email lists with third parties for marketing purposes.
PROMOTIONAL EMAILS
We may also use your email address to update you about Nina’s products and services that may be of interest to you. You may opt-out of receiving such promotional messages from us at any time. In any promotional email you will be given the opportunity to decline receiving similar emails in the future. If you’d like to opt-out of receiving promotional messages now CLICK HERE
VISITOR-KEYED INFORMATION
We retain information provided by our visitor, such as registration information, transaction information (e.g. dates on which customers made purchases, amounts and types of purchases) and contact information (e.g. name, address, phone number). CLICK HERE to access this information.
Our visitor also has the ability to correct inaccuracies in contact information and unique identifiers. To do so, CLICK HERE.
On request, and with verification, we will give the visitor a reminder with unique identifier information (e.g. customer number or password).
MAILING ADDRESS
If you request a catalogue to be mailed to your postal address, you will be placed on our mailing list and you may receive periodic mailings from us.
TELEPHONE NUMBERS
Visitors who give us their telephone numbers online will receive telephone contact from our representatives regarding orders or requests they have placed online.
We want you to be happy with your Nina’s experience and we’re always trying to improve our service. Thus, you may be contacted by one of our representatives inquiring as to your satisfaction. Your participation is voluntary and you may opt-out at any time by telephoning us at +61 8 9759 1366.
The Children’s Online Privacy Protection Act took effect April 21, 2000, and pertains to websites directed toward children under 13 years of age. Ninas.co does not collect information on any person under 13 years. We ask that children do not submit information to us without the consent of a parent or guardian.
PRIVACY ASSURANCE
Nina’s will not share your information with anyone. The only exception to this rule is if, for some reason, it is required by law.
SECURITY
Nina's offer two industry-standard methods for secure online payment. SecurePay is our direct credit card payment gateway. They are an industry leading international payment processing solution. And Paypal, used by over 5 million Australian shoppers and 90,000 Australian stores and millions more around the world, it is the safe standard for online purchase.
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