Returns & Refund Policy
RETURNS & REFUND POLICY
RETURNS & REFUNDS
At Gildex, every piece is tested, inspected and documented before it is offered for sale. We want you to buy with complete confidence
1. Seven-day change of mind
If a piece isn't right for you, you may return it for a full refund within 7 days of receiving it (or within 7 days of purchase for items collected in person).
To be eligible for a change-of-mind return, the item must be:
- In the same condition in which it was sold to you;
- Unworn beyond trying on, and not altered, resized, engraved or repaired;
- Returned with all accompanying documentation — certificates, valuations and paperwork.
How to return: email hello@gildexgoldbuyers.com.au within 7 days of receipt with your receipt details, and we'll confirm the return and provide instructions. Returned items must be sent by insured, tracked post (we recommend Australia Post registered with insurance to the item's value), or returned in person to our Gawler Place suite by appointment.
Return postage for change-of-mind returns is at the buyer's cost, and the item remains your responsibility until it reaches us.
Your refund will be processed to your original payment method within 5 business days of the item being received and inspected. We'll confirm by email once it's done.
Change-of-mind returns are not available for items that have been altered, resized or engraved at your request, or for trade/wholesale transactions.
2. Pre-owned jewellery — what to expect
Every item sold by Gildex is pre-owned fine jewellery. Many of our pieces are decades — sometimes more than a century — old. Signs of wear consistent with an item's age and character (light surface marks, softened edges, patina, honest wear to antique pieces) are part of what pre-owned means and are reflected in each item's description, photographs and condition grade. These characteristics are not defects and are not grounds for a faulty-item claim where they are consistent with the listing.
If you feel an item you've received differs materially from its description or photographs, contact us — that's covered below, and we'll make it right.
3. Our authenticity guarantee
Every Gildex piece is tested and inspected before sale: metals are verified by XRF analysis, diamonds are screened, and items are documented under our certification program (laboratory certificate, independent valuation, or signed Gildex Certificate of Authenticity, as stated in each listing).
If any item purchased from Gildex is ever professionally demonstrated not to be genuine as described in respect of its metal or stones, we will refund your purchase in full. That is our guarantee, and it comes with the paper to back it.
4. Faulty or misdescribed items — your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits or excludes your rights under the Australian Consumer Law. The 7-day change-of-mind period is offered in addition to those rights, not instead of them. In assessing acceptable quality, the age, price, condition grade and pre-owned nature of an item (as described in its listing) are taken into account, as the law provides.
If an item is faulty or materially misdescribed, contact us and we will meet our obligations in full — including return postage.
5. Questions
Gildex Gold Buyers Pty Ltd · ABN 53 688 366 467
Level 7, Suite 12, 55 Gawler Place, Adelaide SA 5000
hello@gildexgoldbuyers.com.au · (08) 8151 084