Engagement rings, anniversary pieces, and high-value jewellery sit at an awkward intersection of expensive purchase, personal significance, and trade-specific deception. A 1-carat diamond can range from $3,000 to $30,000 depending on the four Cs. A misrepresentation of even one grade can mean thousands of dollars in unjustified premium. And then there are the structural failures: prongs that crack, settings that loosen, plating that wears off in weeks, “solid gold” pieces that turn out to be hollow.
The Australian Consumer Law (ACL) applies to jewellery just like any other product. Your rights are stronger than the boutique-style framing of “luxury sales” suggests.
The most common misrepresentation issues
- Diamond grading — the certificate doesn’t match the stone, or the stone has been swapped after sale, or the certificate is from a non-recognised lab
- Gold purity — sold as 18ct, hallmark or assay shows lower
- Stone synthesis disclosure — lab-grown stones sold as natural, treated stones sold as untreated
- Antique / vintage claims — modern reproduction sold as period piece
- Provenance claims — “ethical” or “conflict-free” claims that aren’t substantiated
The most common defect issues
- Prong failure within months
- Stones falling out due to inadequate setting
- Ring shanks cracking or breaking
- Plating wearing through to base metal
- Soldering failures
For a piece that costs more than a small car, neither category of issue should occur within years of purchase. When they do, you have ACL guarantees of acceptable quality, fitness for purpose, and matching description.
Ready to put it in writing?
Answer 3 quick questions to check you have the details your document needs, and see your next step.
1. Who owes you?
2. How much?
3. Do you have it in writing?
Your result is ready. Where should we send it?
The “major failure” test for jewellery
- You wouldn’t have bought it had you known the true grading / composition
- The piece is significantly different from how it was described
- The defect makes it unsafe to wear (dropping stones in public)
- The defect can’t be fixed without effectively reconstructing the piece
Major failure means YOU choose the remedy: refund, replacement, or compensation for the difference in value.
Independent appraisal is the killer evidence
For any high-value jewellery dispute, an independent appraisal by a registered jewellery valuer is the single most useful piece of evidence. Valuers use their own gemological equipment to verify grading, weight, and authenticity. Their report is hard to argue with.
The Letter of Demand
- Identifies the piece (description, certificate number, purchase date, price)
- Sets out the misrepresentation or defect with the independent valuation report
- Cites the ACL guarantees breached
- States the remedy claimed (refund, replacement, or compensation)
- Sets a deadline (typically 14 days)
- Names the escalation path
Their reputation in a referral-driven business depends on it.
Flat fee
Tell us what you bought, what is wrong and what your valuer found; we draft the letter, and once you approve it, we send it to the jeweller.
Send a formal Letter of Demand. Done in about 5 minutes.
No card until the end. No subscription.
What happens when you send a Letter of Demand
Same problem. What a prepared case looks like.