General Terms And Conditions Of Purchase

New Zealand Consumer Law Requirements

Our goods and services come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 (‘New Zealand Consumer Law’). You are entitled to a replacement or refund for goods that fail to meet minimum statutory guarantees set out in the Consumer Guarantees Act 1993, in accordance with that Act.

In addition to the rights conferred by New Zealand Consumer Law, the express warranties and policies set out in these General Terms And Conditions Of Purchase apply.

  1. 30 day Change of Mind policy

If for any reason you change your mind on your jewellery or watch purchase we will gladly refund the total price within 30 days of purchase of goods. Goods are eligible for the 30 day Change of Mind policy provided that they are in As New Condition and are accompanied by proof of purchase and original packaging and with all paperwork (such as diamond certificates or watch instruction booklets). 'As New Condition' means that the item must not have been worn; the item must be in pristine condition with no damage, scratches, or signs of wear. Determination of an item matching the definition of 'As New Condition' is at the sole discretion of Michael Hill. Special orders are not eligible for the 30 day Change of Mind policy.

Please note that:

  1. items purchased from a Michael Hill store may only be returned to or refunded at a Michael Hill store located in the country of purchase.
  2. our stores carry a small amount of cash change. Refunds of cash payments will be made by cheque, direct credit or to a debit card in the name of the Customer.
  3. refunds will only be made to the debit/credit card or finance account used for the original purchase, so please be aware of this if you intend to return an item given to you as a gift.
  4. For online returns via post, please contact our Customer Care team on 0800 445 590 or online@michaelhill.co.nz with your order number.

Should you wish to contact us with any queries in relation to our 30 day Change of Mind policy, we can be contacted at:

Michael Hill
GPO Box 2922, Brisbane QLD 4001. Australia
Phone 0800 445 590 or online@michaelhill.co.nz

  1. Special Orders

A deposit must be paid for a special order (for example, where a specific size or metal type for goods has been requested by the customer, or the goods have been resized, designed or engraved at the customer' request). Michael Hill will only order the item/s when at least 50% of the agreed purchase price has been received by the store. Title to and property in the goods will not pass to the Customer until the purchase price has been paid in full.

Special order stock is not covered by our 30 day Change of Mind policy. Should a Customer request a refund for a change of mind on a special order:

  1. the goods must be in As New Condition and be accompanied by proof of purchase and original packaging and with all paperwork (such as diamond certificates or watch instruction booklets);
  2. Michael Hill may elect to withhold the deposit to cover its costs;
  3. on termination of a special order the goods may be returned to stock and the customer will have no claim to the goods;
  4. refunds of cash payments will be made by cheque, direct credit or to a debit card in the name of the Customer; and
  5. refunds will only be made to the debit/credit card or finance account used for the original purchase, so please be aware of this if you intend to return an item given to you as a gift.
  1. Layby

If the sale is made to the Customer by way of layby, title to and property in the goods will not pass to the Customer until the purchase price has been paid in full. The purchase price must be paid within three (3) months of the date of the Agreement. The layby Agreement may be terminated by the Customer prior to the expiration of the three (3) month period by attending at the store the layby was placed with and presenting the layby Agreement. All monies received, will be refunded to the Customer. If the full purchase price is not tendered by the due date, then the layby Agreement will terminate unless the Customer remedies its breach within 14 days of the date on which Michael Hill gives notice to remedy to the Customer. If the layby Agreement is terminated in these circumstances all payments will be refunded upon request from the Customer. On termination of the layby Agreement the goods may be returned to stock and the Customer will have no claim to the goods.

Refunds will only be made to the debit/credit card used for the original purchase. Refunds of cash payment will only be paid by cheque to the owner of the layby account.

  1. Warranties offered by Michael Hill

Michael Hill offers a 12 month limited jewellery warranty and a 3 year limited watch warranty. The business providing these limited warranties is Michael Hill Jeweller Limited (company number: 106106), which can be contacted at:

  • Postal address: GPO Box 2922, Brisbane QLD 4001. Australia;
  • Telephone: 0800 445 590; or
  • Email: online@michaelhill.co.nz

4.1 12 month limited jewellery warranty

All Michael Hill jewellery comes with an exclusive 12 month limited warranty of quality and workmanship from the date of purchase. If you are not completely satisfied with the quality or the workmanship of any item purchased, we will refund, exchange or repair your purchase at our discretion. To make a claim under this warranty, simply bring the item purchased and the relevant Michael Hill receipt into any of our nationwide stores within 12 months from the date of purchase.

Where the jewellery requires repair or replacement because it is of unacceptable quality or because of major failure then:

  1. if the cost of returning the jewellery to a Michael Hill store is significant because of the nature of the failure or because of the size or weight of the jewellery, we will collect the jewellery from you within a reasonable time; and
  2. if the cost of returning the jewellery to our store is not significant, you are responsible for this cost. You are however entitled to compensation for reasonably foreseeable costs incurred because of the defect, including the cost of returning the jewellery to us for repair, replacement or return.

Damage resulting from the mistreatment of jewellery is not covered by this warranty. If the item purchased is not of an acceptable quality in the reasonable opinion of a qualified jeweller, we will refund, exchange or repair your purchase.

Nothing in the above warranty is intended to exclude or restrict the application of New Zealand Consumer Law, including any warranties or guarantees that cannot be excluded. Please refer to the first paragraph of these General Terms And Conditions Of Purchase for further information in that regard.

4.2 3 year watch limited warranty

All Michael Hill watches are covered by a 3-year international limited warranty.

The warranty covers all manufacturing defects in material and workmanship for 3 years from the date of purchase. Within this period, regulation, adjustments, repair or replacement of parts will be performed without charge. The warranty does not cover parts or repairs for damage caused by accidents or mistreatment as reasonably determined by Michael Hill in its assessment of the watch.

The warranty does not cover the cost of pressure testing the watch or any other additional service carried out at the same time as work performed under the warranty.

For quality service and repairs to your Michael Hill watch, just drop it off or send it with proof of purchase and your customer details (name, address and telephone number) to a Michael Hill store in Australia, New Zealand or Canada or see the contact details under section 4 of these General Terms And Conditions Of Purchase.

Where the watch requires repair or replacement because it is of unacceptable quality or because of major failure then:

  1. if the cost of returning the watch to a Michael Hill store is significant because of the nature of the failure or because of the size or weight of the watch, we will collect the watch from you within a reasonable time; and
  2. if the cost of returning the watch to our store is not significant, you are responsible for this cost. You are however entitled to compensation for reasonably foreseeable costs incurred because of the defect, including the cost of returning the watch to us for repair, replacement or return.

Nothing in the above warranty is intended to exclude or restrict the application of New Zealand Consumer Law, including any warranties or guarantees that cannot be excluded. Please refer to the first paragraph of these General Terms And Conditions Of Purchase for further information in that regard.

  1. Michael Hill Lifetime Diamond Warranty

To provide our customers with peace of mind when purchasing a Michael Hill diamond ring, our Diamond Promise is applied to all diamond rings with a retail price in excess of NZD999. The Michael Hill Lifetime Diamond Warranty is a part of the Diamond Promise.

The business providing the Michael Hill Lifetime Diamond Warranty is Michael Hill Jeweller Limited (company number: 106106), which can be contacted at:

  • Postal address: GPO Box 2922, Brisbane QLD 4001. Australia;
  • Telephone: 0800 445 590; or
  • Email: online@michaelhill.co.nz

What is covered?

The following items are covered under this warranty for the Owner's Lifetime or the Product's Lifetime whichever is shorter:

  1. We will replace, free of charge, any diamond covered by this warranty if it chips, breaks, or is lost from its original setting during normal wear. This includes the labour and materials necessary to set the replacement diamond ('normal wear' is damage that naturally and inevitably occurs as a result of normal wear or aging. It is not damage from a knock or a blow);
  2. The diamond content of the item is guaranteed to be a natural diamond with each of the characteristics stated in the Certificate of Authenticity; and
  3. The metal content of the item is guaranteed to be the stated purity on the Certificate of Authenticity.

How can you make a claim?

To make a claim under this warranty, the following conditions must be met:

  1. In order to make a claim with Michael Hill in relation to our Michael Hill Lifetime Diamond Warranty, you must provide Michael Hill with an original certificate of authenticity for that item. The certificate of authenticity must be fully completed and signed on behalf of Michael Hill by an authorised person at the time of purchase. If the certificate of authenticity has been altered in any fashion, the contractual warranty is void to the maximum extent permitted by law.
  2. The lifetime requirements as identified in the ‘What is covered?’ in section 5(a) of these General Terms And Conditions Of Purchase must be met.
  3. The product must be inspected at 6 month intervals by an authorised Michael Hill staff member in a Michael Hill store with the details of each inspection being recorded on the warranty document.
  4. Any Comments/Required Maintenance entered by a Michael Hill staff member onto the warranty document must be completed at the time of inspection and recorded as completed on the warranty document.
  5. In the event of a claim under this warranty, you must allow an authorised Michael Hill representative to:
    • Examine the original Certificate of Authenticity and Lifetime Diamond Warranty;
    • Inspect the jewellery and any gemmological evaluation on which the claim is based;
    • Remove the diamond from the jewellery for gemmological examination; and/or
    • Have the diamond and/or gold content examined by an independent gemmological laboratory.
  6. The condition of the diamond will be determined by examination under no greater than 10x magnification and by standard gemmological techniques.

Terms and conditions

  • Where a diamond ring covered by the Diamond Promise requires repair or replacement because it is of unacceptable quality or because of major failure then:
    • if the cost of returning the diamond ring to a Michael Hill store is significant because of the nature of the failure or because of the size or weight of the diamond ring, we will collect the diamond ring from you within a reasonable time; and
    • if the cost of returning the diamond ring to our store is not significant, you are responsible for this cost. You are however entitled to compensation for reasonably foreseeable costs incurred because of the defect, including the cost of returning the diamond ring to us for repair, replacement or return.
  • If we have provided you with a plot or diagram mapping the interior or exterior features of the diamond, that plot or diagram has been provided for identification purposes only and the presence or absence of a feature on the plot or diagram will not be covered by the warranty.
  • In honouring this warranty, Michael Hill will replace the diamond or gold content which meets the characteristics warranted on the Certificate of Authenticity.
  • Nothing in the Michael Hill Diamond Promise and Michael Hill Lifetime Diamond Warranty is intended to exclude or restrict the application of New Zealand Consumer Law, including any warranties or guarantees that cannot be excluded. Please refer to the first paragraph of this these General Terms And Conditions Of Purchase for further information in that regard.

Definitions

In this section 5 of these General Terms And Conditions Of Purchase, the following terms have the following meanings:

Diamond: the diamond/s identified in the Certificate of Authenticity document.

Metal Content: the metal content identified in the Certificate of Authenticity document.

Owner Lifetime: the lifetime of the individual purchasing the product or the lifetime of the first person the product is gifted to. Owner lifetime ceases if ownership of the product is subsequently transferred to another party.

Product Lifetime: the reasonable lifetime of the product. This lifetime ceases at the point where the product is altered from its original form as described in the Certificate of Authenticity.

  1. Professional Care Plan

The Michael Hill Professional Care Plan offers you peace of mind protection on your valued purchase. Professional Care Plans are available in both 3 year and lifetime packages. The terms and conditions of the Professional Care Plan can be accessed here.

  1. 3 Month Repair Guarantee

All Michael Hill repaired goods come with an exclusive 3 month guarantee on quality of workmanship from the date such goods are collected from Michael Hill. If you are not completely satisfied with the quality of workmanship of any repaired item, simply bring your repaired item and the relevant Michael Hill receipt to the Michael Hill store where the goods were left for repair. If the workmanship of your item is not of an acceptable quality in the reasonable opinion of a qualified jeweller, we will refund the repair cost or repair the item again. Damage resulting from the mistreatment of jewellery is not covered by this guarantee. 30 day Change of Mind policy does not apply to repairs.

  1. Insurance Claims

The invoice is addressed and issued to the relevant insurer. There is no refund or exchange for insurance items for Change of Mind. Refunds for other valid reasons will only be to the extent of the amount paid by the Customer.

Refunds will only be made to the debit/credit card and/or finance account used for the original purchase.