Terms & Conditions

PAYMENT

All products must be paid in full, at the time of purchase.

Unless stated differently, all product prices on our website exclude insurance and freight charges.

RETURN POLICY

Love and Hatred is happy to credit for exchanges (excluding any shipping charges), within 14 days of purchase with the original sales receipt, unless the item is not of sale-able quality. An exchange to the value of/or a ‘Credit Note’ will be issued to the full amount and will expire within 3 months upon issuing.

If it is a gift and you are unable to produce a receipt, unfortunately we will be unable to exchange or issue a ‘Credit Note’.

Our Returns Policy applies to all purchases made from our LOVE & HATRED online store.

All bespoke and commission made pieces cannot be returned.

Return, (via an insured method), directly to:
Returns Department of Love and Hatred
P.O.Box 81, Bangalow NSW 2479

SIZING

We use the British & Australian Alpha system for ring sizing. If you are unsure of your ring size, we highly recommend having your finger measured by a professional jeweller, before you make a custom order.

For more info: http://findmyringsize.com

Depending on the styles, some rings may be more difficult to resize and may incur a resizing fee.

Please email us before purchasing, if you are unsure:  info@loveandhatred.com

SPECIAL ONLINE ORDER POLICY

LOVE & HATRED require a full payment for all online Special Orders.

If you change your mind for any reason once the order is complete, we will retain 50% of it’s full value and issue a credit note for the difference.

A customer may cancel an order online within 72 hours of placing the order by sending an email to our Love and Hatred customer service:  info@loveandhatred.com

SHIPPING

Our shipping charges and estimated time of delivery, will depend on your postal address. It is your responsibility to ensure that you have given us the correct delivery address.

LOVE & HATRED will endeavour to expedite each delivery, however we are not liable for any loss or damage to the jewellery.

We only send jewellery with insurance. If any loss or damage occurs, you are able to process your claim with Australia Post.

Products will only be delivered to a person aged over 18 years of age where you are able to sign on delivery.

REPAIRS

All repairs made to your jewellery are executed at the highest standard. Exclusion of all warranties, repairs and resizes will incur a charge/fee depending on the work involved and materials required. Inclusion of all warranties, repairs will be fulfilled on behalf of
LOVE & HATRED.

Once received, we will email or call you to give an estimated cost of repair, although we have the right to refuse repair on merchandise that does not meet our return policy requirements. When we’ve received a written approval by you/the customer, confirming to go ahead with the repair, we will then commence work on the piece.

This process may take up to 6 weeks to complete, depending on the work involved.

If you have any questions, please do not hesitate to email us at info@loveandhatred.com

Customers are responsible for all shipping costs and we recommend that all packages sent to us within Australia (and internationally) be insured for the replacement value. However LOVE & HATRED will cover the cost if there is a manufacturing fault. We are not responsible for loss or damage once in transit.

A Customer Service representative in our Byron Bay office +61 2 6684 6984 will be available to assist you from ~ 10:00AM-5:00PM AEST Monday to Friday

FAULTY ITEMS

LOVE & HATRED jewellery is handmade by jewellery craftsmen, with impeccable standards.

However, please note that metal and gemstones may develop fine scratches and marks on the surface through normal wear and tear. This is not considered a manufacturing fault.

Each piece should be handled carefully.

Please read Care Instructions on our website.

If there is a manufacturing fault, LOVE & HATRED will gladly repair or exchange the original piece in accordance with the following process:
• It is returned within 6 weeks of purchase
• You notify us in writing via email to : info@loveandhatred.com  with:
– a photograph of the item with a description of the fault
– a “proof of purchase”
• LOVE & HATRED will respond within five business days with a Return ID number and confirmation of the address to post your item.
• Items must be sent via a trackable method, Australia Post in a Platinum Express Post bag is recommended.
• LOVE & HATRED cannot be held responsible for goods that may be lost or damaged in transit, so please ensure that all items are securely packaged with protective wrapping and is clearly addressed. Any items not thoroughly packaged will not be accepted, so please take care when posting.
• For International returns you must mark on the package, ‘Returned Goods’ to ensure that the item(s) do not attract customs duties and taxes.
• Replacements are only possible if the item is available.

GOODS & SERVICES TAX (GST)

G.S.T is charged at 10% and is included in the retail price.

QUOTES | TECHNICAL INFORMATION

All quotes provided by a Love and Hatred representative, for pieces that are made to a customers specifications, are based on current prices of metal, gems and services rendered where an additional charge will be included for having a bespoke/commissioned piece made.

WARRANTY

LOVE & HATRED use the highest quality artisan materials and provides this warranty (“Warranty”) for its products that have been purchased in Australia. This Warranty is subject to the Competition and Consumer Act 2010 (“Australian Consumer Law”). The benefits provided in this Warranty are in addition to other rights and remedies of a consumer under the Australian Consumer Law, and any other laws in relation to the products to which this Warranty relates. This Warranty covers the replacement or repair of any product that has a ‘manufacturing’ or ‘material defect’ that is not the result of normal wear, or a natural characteristic of the material used. In the case of chipped or lost stones, gems or crystals, approval will be at the discretion of LOVE & HATRED to establish if the cause is a manufacturing defect or heavy wear and tear on the item. – No chain will be covered under this warranty or loss of jewellery due to chain breakage. No oxidisation of metal will be covered under this warranty.

This Warranty is not transferable and does not cover products used for commercial purposes. The Warranty period commences from the date of the sale of the product by Love and Hatred to you. The period of the Warranty will be 1 (one) year for jewellery pieces.

Exclusions:

This Warranty will not apply if: (a) Repairs to a product are made or attempted by a service provider other than Love and Hatred. (b) The product is subject to normal wear and tear. (c) The product has not been used or maintained in accordance with the manufacturer’s instructions as provided with the product. (d) The consumer uses the product in an abnormal manner for example if the product is abused, misused, dropped, crushed, impacted with any hard surface, exposed to extreme heat (including fire) or cold, not maintained properly or used after partial failure. (e) The product is tampered with in any way. Consumer guarantees: LOVE & HATRED products come with guarantees that cannot be excluded under the consumer laws in Australia. The consumer is entitled to a replacement or refund for a major failure The consumer is also entitled to have the products repaired or replaced if the Products fails to be of acceptable quality.

To the extent that they are compatible with the consumer laws in Australia, the exclusions and provisos that apply to the Love and Hatred Warranty apply to the consumer guarantees. Consumer guarantee remedies: If there is a major manufacturing failure with the product, the consumer is entitled to: (a) reject the product and get a credit note. (b) reject the product and get an identical replacement, or one similar in value if reasonably available.

The consumer is responsible for freight costs and insurance costs if the product has to be returned for repair/inspection to the place of purchase unless the cost of returning or transporting the product is significant. Exclusion of implied warranties: Subject to the above, to the full extent permitted by law, all warranties, conditions and other terms express or implied by statute, custom or common law are excluded. Nothing contained in these Terms & Conditions excludes or restricts any consumer guarantee, warranty, condition, right or remedy implied by any statute (including the Australian Consumer Law) which cannot be excluded, provided that, to the extent that the statute permits, Love and Hatred is entitled to limit its liability as set out above for a breach of a guarantee, condition or a warranty implied by that statute. Making a Warranty or consumer guarantee claim: To claim this Warranty or to make a consumer guarantee claim under the Australian Consumer Law the customer must make a claim in accordance with the Returns Policy here.

PHOTOGRAPHY

Some items may appear slightly larger or smaller than actual size due to screen defaults and photography techniques. Other items may be represented at a larger than actual size in order to clearly show details, or they may appear smaller than actual size in order to show a better perspective.

VARIANCE IN GEMS

Gems naturally vary in colour and size.

Your gem will bare individual characteristics and although they are beautiful and unique, it may vary from the photograph online. Unfortunately, we are not able to exchange a piece once purchased, based the variance and characteristics of our gems.