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Guarantee, Refunds & Returns

Website Purchases: As we are confident that you will be happy with your precious and unique opal, all of our cut and polished solid opals and solid opal jewellery are sold with a 30 day money back guarantee. If for any reason you are not satisfied with the quality of any solid opal, or if you feel it does not match the description on this site, you may return it in exchange for another or for a refund of the purchase price (excluding postage and handling). We only require that the goods be returned in original condition and with all original packaging and invoice within 30 days of purchase. In addition, all our solid opals are guaranteed for 1 year from the date of purchase. Within that time frame we will gladly replace (best match/similar value) or refund any faulty solid opal, as long as we are satisfied that the opal has been subject only to normal wear or use. Postal charges on all returns are the responsibility of the customer. Please also refer to the “Refunds & Returns Policy” below. 

In store purchases: With regard to all items purchased in our retail store, the above 30 day money back guarantee applies on an identical proviso. The goods are to be returned in original condition and with all original packaging and invoice within 30 days of purchase. Please also refer to the “Refunds & Returns Policy” below.

Refunds & Returns Policy

  1. We are not obliged to provide a replacement or refund if you simply change your mind (save for the 30 day provision above).
  2. We will repair an item within a reasonable time where there is a manufacturing fault.
  3. In the event that we undertake to provide a replacement for any item, the purchaser notes that Lightning Ridge opal is unique in all respects and therefore we cannot guarantee that the replacement opal will be the exact same colour, body tone, pattern, shape, size or weight – replacements will be mutually agreed upon and any difference paid in full prior to dispatch. 
  4. In the event that within one year of purchase date of a Lightning Ridge solid cut, carved opal (loose or set), said opal cracks or crazes through a natural cause, we will (a) use our best endeavours to replace the opal with one or more opals to the same value or (b) refund the purchase price – the option of choosing (a) or (b) is at our sole discretion. In all instances, the defective opal must be returned to us and we reserve the right to have the opal laboratory tested to validate that it has not cracked or crazed due to damage by the purchaser, whether intentional, unintentional, accidental or deliberate. [Australian opal is the most stable in the world and can withstand virtually all climatic conditions on earth however it cannot under any circumstances be stored in a vacuum sealed or zero humidity bank vault, nor subjected to intense direct heat such as being left on the dashboard of a vehicle]. In all instances (purchase in store, online, trade show, private sale, etc) – our guarantee applies only to the initial purchase and does not transfer to any subsequent owner if the opal is on sold or gifted. If the opal is on sold or gifted then repurchased during the initial one year term, this guarantee becomes null and void.
  5. This returns policy does not apply to goods which have been damaged after delivery either intentionally, unintentionally, accidentally or deliberately; or if any attempt has been made to alter the product.
  6. All products being returned for replacement must be returned in their original condition otherwise we will not be bound by that policy.
  7. All postage and insurance costs for returns are to be paid by the purchaser. We recommend that you return the product via registered post with full tracking and that you pre pay all postage.
  8. Please email us at info@downtoearthopals.com.au if you are not satisfied with your purchase so that we can resolve any problems.
  9. For all returns, you assume full risk of lost, stolen or damaged goods during transit; we therefore advise you take out shipment registration and insurance with your postal carrier. Down to Earth Opals will not be responsible for parcels lost or damaged in transit. Please keep your proof of purchase – e.g. Your invoice/purchase receipt.

Opal Specimens

Our opal specimens are either completely in the rough; sometimes have natural shiny surfaces and may be hand polished but still left in their natural form. Most opal specimens display natural healed fractures, sand and clay stone inclusions, rough spots and undulating surfaces. Some opal specimens contain cracks and inclusions. All these factors are part of the natural beauty of a specimen.

We will refund the purchase price of any opal specimen if the opal doesn’t meet your expectations, provided the piece is returned to us within 30 days of its receipt by you, with its invoice and packaging, the opal has not been processed in any way and the parcel is complete. However postal charges have to be paid by the purchaser.