Returns Policy

Our Commitment

At Opal Hub Australia, transparency, education and accurate representation are central to how we operate.

Every opal is individually photographed and, where appropriate, filmed to accurately represent its appearance. We encourage customers to carefully review all photographs, videos, descriptions, dimensions and specifications before purchasing. If you require additional images, videos or information before placing an order, we are happy to assist.

Nothing in this Returns Policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.

If an item is faulty, materially different from its description, or otherwise covered by the Australian Consumer Law, you may be entitled to a repair, replacement or refund.

Every return request is assessed fairly and individually based on its circumstances.

We offer a 14-day change of mind return policy on eligible purchases made through both our online store and live auctions.

To be eligible:

• You must contact Opal Hub Australia within 14 days of confirmed delivery.
  
• Please do not return any item until return approval and shipping instructions have been provided.
  
• We may request photographs or videos before approving a return.
  
• Once approved, the item must be shipped within 7 days.
  
• The item must be returned in its original, unmodified and unworn condition.
  
• All original packaging, certificates and accompanying documentation must be included.
  
• The item must not have been cut, polished, repaired, resized, altered, damaged or otherwise modified.
  

Return shipping costs are the responsibility of the purchaser unless otherwise agreed.

We strongly recommend returning all items using a fully insured service with tracking and signature on delivery where available. The purchaser remains responsible for the item until it has been safely received by Opal Hub Australia.

The following items are generally not eligible for change of mind returns:

• Custom-made or customised jewellery.
  
• Ring sizing or specially ordered items.
  
• Gift cards (where applicable).
  
• Any item that has been cut, polished, repaired, resized, altered, worn, damaged or otherwise modified after delivery.
  
• Any return request submitted more than 14 days after confirmed delivery, unless otherwise required under Australian Consumer Law.

The same 14-day return policy applies to eligible purchases made through our live auctions.

During our live auctions, buyers are encouraged to carefully inspect each stone before bidding. Additional viewing angles, torch demonstrations and questions may be requested during the live presentation to assist with purchasing decisions.

Winning bids remain a commitment to purchase; however, eligible purchases are covered by this Returns Policy and any rights provided under Australian Consumer Law.

If you believe you have received the incorrect item or that your purchase is materially different from its description, please contact Opal Hub Australia within your 14-day return period.

The sooner you notify us, the sooner we can assess the matter and work towards an appropriate resolution.

To assist with the assessment, we may request photographs, videos or other supporting information before determining the appropriate outcome.

International customers are responsible for any customs duties, import taxes, brokerage fees or other government charges imposed by their country.

If an approved return is authorised, return shipping remains the purchaser's responsibility unless otherwise agreed.

Original customs duties, tariffs, import taxes, brokerage fees and other government charges are generally non-refundable by Opal Hub Australia.

International returns must be declared in accordance with the return instructions provided by Opal Hub Australia. Incorrect or incomplete customs declarations may result in additional duties, taxes, brokerage fees or delays, which remain the responsibility of the sender.

Unless otherwise agreed:

• Return shipping costs are the responsibility of the purchaser.
  
• Items should be securely packaged, preferably in their original packaging, to minimise the risk of damage during transit.
  
• Tracking must be provided.
  
• Signature on delivery should be used where available.
  
• Insurance is strongly recommended.
  
• Once your return has been shipped, please provide the tracking number so we can monitor its progress.
  
• Opal Hub Australia is not responsible for items lost or damaged during return transit.

Once an approved return has been received, the item will be inspected to ensure it satisfies the conditions of this Returns Policy.

Approved refunds are generally processed within 10 business days of inspection.

Refunds will be issued to the original payment method where possible.

Original shipping charges, insurance costs, customs duties, tariffs, brokerage fees and payment processing fees are generally non-refundable unless otherwise required under Australian Consumer Law.

Where appropriate and subject to availability, Opal Hub Australia may offer an exchange instead of a refund.

Please contact Opal Hub Australia before returning any item. This allows us to provide the correct return address, return instructions and, where applicable, customs documentation for international returns.

When requesting a return, please provide:

• Your order number.
  
• Your full name.
  
• The reason for your return request.
  
• Photographs or videos where relevant.
  

Do not return any item until return approval and shipping instructions have been provided.