Terms and Conditions

These Terms and Conditions apply to the use of the GemTrove website, showroom services, product enquiries, custom-made jewellery orders, diamond and gemstone sourcing, jewellery repairs, remodelling, valuations, lay-by arrangements, purchases and related services provided by GemTrove Pty Ltd trading as GemTrove.

By using this website, placing an order, paying a deposit, approving a quote, booking an appointment, leaving jewellery or gemstones with GemTrove, or purchasing goods or services from GemTrove, you agree to these Terms and Conditions.

Nothing in these Terms and Conditions excludes, restricts or modifies any rights you may have under the Australian Consumer Law or any other applicable law that cannot lawfully be excluded.

About GemTrove

GemTrove is a Melbourne CBD jewellery business located at Suite 903/125 Swanston St, Melbourne VIC 3000. GemTrove provides custom-made jewellery, natural diamonds, lab-grown diamonds, coloured gemstones, GIA and IGI certified diamond options, jewellery repairs, jewellery remodelling and valuation services.

GemTrove operates by appointment where required so customers can receive personalised guidance, view suitable diamond or gemstone options, discuss design requirements and receive professional jewellery advice.

General Website Use

The information on this website is provided for general guidance only. While GemTrove aims to keep product, service and educational information accurate and up to date, website content may contain typographical errors, display issues, pricing errors, outdated information or technical inaccuracies.

GemTrove reserves the right to correct errors, update content, refuse or cancel orders affected by an error, and amend product or service information at any time, subject to applicable law.

Customers must not misuse the website, copy website material for commercial use, attempt to interfere with website operation, or use the website in a way that may damage GemTrove, its systems or its reputation.

Product Information, Images and Descriptions

Product images, videos, renders, CAD designs and website photographs are provided to help customers understand the general design, style, shape, proportions and appearance of jewellery. Actual products may vary slightly due to screen settings, lighting, photography, hand-finishing, metal colour, gemstone colour, gemstone cutting, stone availability and the natural characteristics of diamonds and gemstones.

Natural gemstones and diamonds may contain inclusions, colour zoning, growth features or other natural characteristics. Lab-grown diamonds and lab-grown gemstones may also have identifying growth features or manufacturing-related characteristics. These features are part of gemstone identification and do not necessarily make a stone defective.

Measurements, carat weights, dimensions, metal weights and descriptions may be approximate unless confirmed in writing on a final invoice, certificate, valuation or laboratory report.

Prices, Quotes and Availability

All prices are in Australian dollars unless stated otherwise. Prices may change without notice due to changes in diamond prices, gemstone prices, metal prices, supplier costs, exchange rates, labour requirements, design complexity, certification costs and availability.

A quote is valid only for the period stated on the quote. If no validity period is stated, GemTrove may revise or withdraw the quote before acceptance. A quote is not a confirmed order until GemTrove has accepted the order and any required deposit or payment has been received.

Diamonds, gemstones and jewellery components are subject to availability. GemTrove may offer suitable alternatives where the original item is no longer available or where supplier pricing has changed.

Custom-Made Jewellery and Special Orders

Custom-made jewellery, special orders, sourced diamonds, sourced gemstones, CAD designs, remodelling work, personalised items, altered designs and made-to-order jewellery are prepared specifically for the customer.

Once a customer approves a quote, design, gemstone, diamond, CAD drawing, render, wax model, job instruction or order details, GemTrove may begin sourcing materials, allocating labour, preparing designs or commencing work.

Except where required by Australian Consumer Law, deposits and payments for custom-made jewellery, special orders, sourced diamonds, sourced gemstones, personalised items, CAD design work, remodelling and altered jewellery are not refundable once work has commenced, materials have been sourced, design time has been used or supplier commitments have been made.

If a customer cancels or changes a custom order after work has commenced, GemTrove may retain an amount reasonably required to cover design time, CAD work, sourcing costs, supplier charges, labour, administration, materials, certification costs, gemstone or diamond commitments and any other costs already incurred.

Design Approval and Customer Responsibility

Customers are responsible for carefully checking all design details before approval, including ring size, metal type, metal colour, stone shape, stone size, engraving, layout, setting style, measurements, proportions, design references and any special instructions.

Once a design or order is approved, later changes may not be possible or may attract additional charges. GemTrove is not responsible for issues caused by incorrect information supplied by the customer, including incorrect ring size, incorrect spelling, incorrect dates, incorrect stone preferences or late design changes.

Handmade and custom-made jewellery may have small finishing variations. These are normal in bespoke jewellery and do not automatically indicate a defect.

Deposits, Payments and Ownership

GemTrove may require a deposit before ordering diamonds, gemstones, metals, findings, mounts or other components, or before commencing CAD design, repair, remodelling or manufacturing work.

Full payment must be received and cleared before goods are released, delivered or collected, unless GemTrove agrees otherwise in writing.

Ownership of goods remains with GemTrove until full payment has been received and cleared. GemTrove may retain goods until all outstanding amounts, including approved variation charges, repair costs, remake costs, delivery charges, storage charges or other agreed costs, have been paid.

Lay-By and Payment Arrangements

Any lay-by, staged payment or payment arrangement must be agreed by GemTrove in writing. Goods under lay-by or staged payment remain the property of GemTrove until paid in full.

If a customer does not complete payment within the agreed timeframe, GemTrove may cancel the arrangement and retain reasonable costs already incurred, including sourcing, administration, design, labour and supplier costs, subject to applicable law.

Repairs, Remodelling and Customer-Supplied Items

Jewellery repairs and remodelling can involve risk, especially where items are old, worn, previously repaired, hollow, thin, brittle, heat-sensitive, heavily included, treated, damaged or structurally weak.

By leaving jewellery, diamonds, gemstones, watches, chains or other items with GemTrove for inspection, repair, resizing, polishing, setting, remodelling or valuation, the customer acknowledges that some pre-existing issues may only become visible once work begins.

GemTrove will take reasonable care when handling customer items. However, to the extent permitted by law, GemTrove is not responsible for damage caused by pre-existing weakness, hidden cracks, previous poor workmanship, undisclosed treatments, unstable gemstones, worn settings, thin metal, brittle solder joins or customer-supplied stones that are not suitable for the requested work.

Customer-supplied stones and jewellery are accepted for work at GemTrove’s discretion. GemTrove may refuse to work on an item if it considers the risk too high, the material unsuitable, or the instruction unsafe.

Ring Sizing and Alterations

Ring sizing depends on finger shape, ring width, ring style, temperature, time of day and customer preference. GemTrove may provide sizing guidance, but the final approved ring size is the customer’s responsibility unless otherwise agreed in writing.

Some rings cannot be resized, or can only be resized within limits. This may apply to full eternity rings, tension settings, heavily patterned bands, engraved bands, tungsten rings, ceramic rings, titanium rings, mokume gane rings, rings with stones around the full band or designs with complex structures.

Resizing, alteration or remake requests after approval may attract additional charges unless the issue is one for which GemTrove is responsible under Australian Consumer Law.

Diamonds, Gemstones and Certificates

GemTrove may supply natural diamonds, lab-grown diamonds, coloured gemstones, GIA certified diamonds, IGI certified diamonds and other stones with reports, certificates or valuation documents where available.

Laboratory reports and certificates are issued by independent laboratories. GemTrove is not responsible for changes in grading standards, third-party laboratory opinions, inscription visibility, report wording, online database availability or delays caused by independent laboratories.

Gemstone treatments, origin opinions and identification details may depend on the type of stone, available testing, disclosure from suppliers and laboratory reporting. Where required, customers should request an independent laboratory report before purchase.

Jewellery Valuations

Jewellery valuations are prepared based on the information available at the time of assessment, the purpose of the valuation, market conditions, metal prices, gemstone information, comparable replacement costs and the condition of the item.

A valuation is not a guarantee of resale value, auction value, trade-in value, insurance payout or future market value. Insurance companies may apply their own assessment, policy terms, replacement networks and claim procedures.

GemTrove may decline to provide or finalise a valuation if an item cannot be assessed properly, if information is incomplete, if the item requires laboratory testing, or if the requested purpose is outside the scope of the valuation service.

Returns, Exchanges and Refunds

GemTrove does not offer refunds, exchanges or store credits for change of mind, incorrect choice, change in personal preference, change in financial circumstances, finding a cheaper item elsewhere, or deciding an item is no longer required.

Custom-made jewellery, special orders, sourced diamonds, sourced gemstones, resized items, engraved items, altered jewellery, personalised jewellery and remodelling work are generally not eligible for change-of-mind return or exchange.

If there is a genuine issue with a product or service, GemTrove has the right to assess the item before offering a remedy. Depending on the circumstances and Australian Consumer Law requirements, a remedy may include repair, replacement, refund, resupply of a service or another appropriate solution.

Customers must provide proof of purchase and must return the item in a safe and complete condition for assessment. Damage caused by misuse, impact, normal wear and tear, lack of care, unauthorised repair, alteration by another jeweller, exposure to chemicals, or failure to follow care guidance may not be treated as a manufacturing fault.

Care, Wear and Maintenance

Fine jewellery requires proper care. Customers should remove jewellery before heavy work, gym training, swimming, cleaning, gardening, sleeping, applying lotions, using chemicals or doing activities that may bend, scratch, loosen or damage the item.

GemTrove recommends regular professional checks for claw settings, stone security, chains, clasps, bracelets, bangles and daily-wear rings. Normal wear and tear, scratches, dents, stretched chains, worn claws, loose stones caused by wear, rhodium plating wear and accidental damage are not automatically manufacturing faults.

Delivery, Collection and Risk

Delivery times are estimates only unless GemTrove confirms a specific timeframe in writing. Delays may occur due to supplier availability, courier delays, customs delays, laboratory delays, workshop scheduling, design changes, payment delays or circumstances outside GemTrove’s control.

Risk in goods passes to the customer on collection, delivery, or attempted delivery where the customer has provided incorrect details, failed to collect, or failed to make themselves available.

Customers must inspect goods promptly upon collection or delivery and notify GemTrove as soon as possible if they believe there is an issue.

Uncollected Goods

Customers are responsible for collecting completed goods within a reasonable time after being notified. If goods remain uncollected, GemTrove may charge reasonable storage or administration costs and may deal with uncollected goods in accordance with applicable law.

Customer Communication

Customers must provide accurate contact details and respond to GemTrove requests for approval, payment, design confirmation, gemstone selection, collection or delivery. GemTrove is not responsible for delays caused by a customer’s delayed response, incorrect contact details or incomplete instructions.

Limitation of Liability

To the maximum extent permitted by law, GemTrove’s liability is limited to the amount paid by the customer for the relevant goods or services giving rise to the claim.

GemTrove is not liable for indirect, special or consequential loss, loss of profit, loss of opportunity, emotional distress, sentimental value, delay-related loss, or loss arising from customer misuse, customer instructions, third-party work, supplier delays or events outside GemTrove’s reasonable control.

This limitation does not exclude any liability that cannot lawfully be excluded under Australian Consumer Law.

Privacy

GemTrove may collect customer information to respond to enquiries, prepare quotes, process orders, book appointments, provide services, issue invoices, arrange delivery, maintain records and meet legal obligations.

Customers must not provide another person’s personal information unless they have authority to do so.

Intellectual Property

Website content, jewellery designs, CAD designs, renders, photographs, written content, page layouts, graphics, branding and other materials remain the property of GemTrove or its licensors unless otherwise agreed in writing.

Customers must not copy, reproduce, publish, adapt, sell or use GemTrove content or designs for commercial purposes without written permission.

Third-Party Links and Services

The GemTrove website may include links to third-party websites, payment providers, calendar booking tools, social media platforms, review platforms, laboratories, suppliers or delivery providers. GemTrove is not responsible for third-party websites, policies, errors, delays or service interruptions.

Force Majeure

GemTrove is not responsible for delays or failure to perform caused by events outside its reasonable control, including supplier delays, courier delays, customs delays, laboratory delays, workshop disruptions, illness, natural disasters, government restrictions, technology failures, market disruptions or other unavoidable events.

Changes to These Terms

GemTrove may update these Terms and Conditions from time to time. The version published on this page applies from the date it is published, unless stated otherwise.

Contact GemTrove

For questions about these Terms and Conditions, please contact GemTrove.

GemTrove Pty Ltd
Suite 903/125 Swanston St, Melbourne VIC 3000
Phone: 0488 878 000
Email: diamonds@gemtrove.com.au
Website: https://www.gemtrove.com.au/

Contact GemTrove | Book an appointment

Frequently Asked Questions

Does GemTrove offer refunds for change of mind?

No. GemTrove does not offer refunds, exchanges or store credits for change of mind, incorrect choice, finding a cheaper item elsewhere, or deciding an item is no longer required. This does not affect any rights a customer may have under Australian Consumer Law.

Are deposits refundable on custom-made jewellery?

Deposits for custom-made jewellery, sourced diamonds, sourced gemstones, CAD design work, special orders, remodelling and personalised jewellery are generally not refundable once GemTrove has started work, sourced materials, used design time or made supplier commitments, except where required by Australian Consumer Law.

Can I cancel a custom jewellery order after approving the design?

A cancellation request may be considered, but GemTrove may retain reasonable costs already incurred, including design time, CAD work, gemstone or diamond sourcing, labour, administration, certification and supplier costs. Some custom orders cannot be cancelled once manufacturing has commenced.

Who is responsible for checking the ring size?

GemTrove can provide sizing guidance, but the customer is responsible for approving the final ring size unless GemTrove agrees otherwise in writing. Finger size can change due to temperature, time of day, ring width and personal comfort preference.

Can every ring be resized?

No. Some designs cannot be resized or can only be resized within limits. Full eternity rings, patterned bands, tungsten rings, mokume gane rings, engraved bands and rings with stones around the full band may require a remake or special work.

Are natural gemstone inclusions considered faults?

Not usually. Natural gemstones and diamonds often have inclusions, colour zoning or growth features. These are part of the stone’s natural character and do not automatically make the item defective.

What happens if customer-supplied stones are damaged during work?

GemTrove takes reasonable care, but some stones may have hidden cracks, treatments, brittleness or durability issues. To the extent permitted by law, GemTrove is not responsible for damage caused by pre-existing weakness, undisclosed treatment, instability or unsuitable customer-supplied materials.

Are jewellery valuations the same as resale value?

No. A valuation is prepared for a particular purpose and is not a guarantee of resale value, auction value, trade-in value, insurance payout or future market value.

When does ownership of jewellery pass to the customer?

Ownership remains with GemTrove until full payment has been received and cleared. GemTrove may retain goods until all outstanding amounts are paid.

Does GemTrove provide appointments?

Yes. GemTrove offers appointment-based personalised service at its Melbourne CBD showroom for custom jewellery, diamonds, gemstones, valuations, repairs and design consultations.