At Milk & Stone, we are dedicated to providing outstanding services and producing high-quality jewellery. While each piece is handmade with care, natural materials may occasionally hide structural imperfections beyond our control. Our warranty and refund policies are structured to provide assurance to our customers, ensuring your rights are upheld in accordance with Australian Consumer Law.

Milk & Stone provides a two-year warranty covering manufacturing defects. This warranty applies to all Milk & Stone products sold globally. If a manufacturing defect is identified within the two-year period, Milk & Stone will repair or replace the item at no additional cost. This warranty does not cover damage resulting from general wear and tear or improper care.

This Warranty and Guarantee Policy is issued by Milk & Stone and governs the terms under which Milk & Stone offers refunds, repairs, and replacements for its products. This Policy is governed by, and operates in accordance with, the Australian Consumer Law. Please note that jewellery that holds personal inclusions cannot be returned for a refund but can be repaired under the Milk & Stone Warranty.

Goods and services provided by Milk & Stone come with guarantees that cannot be excluded under Australian Consumer Law.

• For minor defects, Milk & Stone will offer repairs or replacements at no cost during the warranty period. If the product is outside the warranty period, repairs will be quoted on a case by case basis.
• In the case of major defects, customers are entitled to a replacement, or repair, as per Australian Consumer Law.

Milk & Stone offers refunds, repairs, and replacements in compliance with the provisions of Australian Consumer Law and the specific terms outlined in this Policy. Please note that products containing cremated remains, hair, breastmilk, or other personal inclusions are not eligible for refunds due to the fulfilment of the service agreement, however such items may be repaired in accordance with the Milk & Stone warranty. In the event of a major manufacturing defect (not related to wear and tear or improper use), Milk & Stone will remake the affected jewellery piece at no cost to the customer.

Due to the customised nature of Milk & Stone products and services, Milk & Stone does not accept refunds for items that incorporate personal inclusions such as breastmilk, cremated remains, umbilical cord, placenta, hair, engraving or any other sentimental elements. When customers purchase from us, they are not simply buying a piece of jewellery, but are investing in a highly specialised service that preserves their personal inclusions. Each item is crafted specifically to the customer’s requirements, making it uniquely irreplaceable. As such, refunds are not possible once the creation process has begun.

Milk & Stone is committed to the enduring quality of our products, and as such, we offer a Non-Yellowing Guarantee for keepsakes purchased on or after 17 November 2023. This guarantee ensures that the stone material used in your keepsake retains its original clarity over time.

1. Coverage

All keepsakes purchased from Milk & Stone on or after 17 November 2023 are protected under our Non-Yellowing Guarantee.


2. Definition of Yellowing

We define "yellowing" as the discolouration of the stone material when compared to its original colour at the time of production. This is assessed through the clear layer of the stone. It is important to note that we cannot guarantee the colour stability of materials encased within the stone, such as breastmilk, hair, flowers, gemstones or cremated remains, as these are natural materials subject to change over time.


3. Resurfacing

If the stone material covered under this guarantee shows any signs of yellowing, Milk & Stone will resurface your stone free of charge. This guarantee does not extend to compensation or replacement beyond the resurfacing service.


4. Exclusions

The following conditions are not covered under our Non-Yellowing Guarantee:

• Failure to adhere to our Jewellery Care Guide
• Exposure to temperatures exceeding 150°C
• Contact with harsh chemicals and substances prone to staining

Potential Staining Agents for Our Stone Material

While our stone material is crafted for durability and longevity, it is essential to understand that certain materials, chemicals, and products can cause staining or damage. To help preserve the appearance and integrity of your keepsake, we recommend avoiding prolonged exposure to the following substances:

Please note, while this list is comprehensive, it may not account for every potentially harmful substance or chemical. If you are uncertain whether a product may pose a risk to your keepsake, Milk & Stone recommend removing it to avoid exposure.

To maintain the longevity and appearance of your stone material, it is advisable to avoid contact with the substances listed above. Immediate cleaning of any spills and cautious handling around these materials will help prevent staining or damage. Proper care is crucial to preserving the beauty of your keepsake for years to come.

5. Important Note

Breastmilk or colostrum that is naturally creamy or yellow in colour may result in a stone with a mild yellow hue. This is not classified as yellowing under our guarantee and is a natural characteristic of the materials used.

1. Manufacturing defects

Manufacturing defects refer to the structure of the jewellery item. Defects show up quickly during wear (usually within the first 30 days) and are easily recognisable by your jeweller.

These may include but are not limited to:

• Ring band separation from the shank, provided such separation is not caused by accidental damage (e.g., knocks, catches, bending).
• Metal porosity or other material defects resulting from the manufacturing process.
• Stone discolouration: Should the stone material become discoloured due to a manufacturing defect, Milk & Stone will repair or replace it at no cost. (Please note that we cannot guarantee the colourfastness of your personal inclusions).

2. Products Damaged During Delivery

If a product is damaged during delivery, the customer must notify Milk & Stone within five business days of receipt. The product must be returned in its original condition, including all packaging and accompanying materials. Milk & Stone will repair or replace the damaged product at its discretion.

1. General Wear & Tear/Aging

Just like us, your jewellery will naturally show signs of wear and aging over time. This includes but is not limited to:

These occurrences are part of the normal lifespan of jewellery and are not considered defects.


2. Accidental Damage/Misuse:

While our jewellery is made to last, it's not indestructible. Accidental damage is easily recognisable and not covered by our warranty. Accidental damage is damage caused by misuse of the product that was avoidable by the customer by adhering to jewellery care instructions. Accidental damage includes but is not limited to:

• Scratched, broken, chipped or missing stones
• Bending, pulling, or breakage of claw work.
• Bending of ring bands, pendants or earring posts.
• Breakage of ring bands, pendants or earring posts due to bending.
• Corrosion/chemical damage from exposure to chemicals, such as perfumes, lotions, or cleaning agents.
• Snapped chains from tugging, pulling, or getting caught.
• Burn marks or melting from exposure to high heat or fire.
• Cracking of Keepsake stones and gemstones from impact or dropping.

3. Acts of God

Events like; loss and natural disasters (hurricanes, fires, earthquakes, floods) are outside the scope of our warranty.


4. Change of Mind

Refunds will not be provided for change of mind beyond 24 hours from the time of purchase. This applies to all purchases made through Milk & Stone’s website, www.milkandstone.com.au.

We may refuse to provide a repair or replacement if:

• The product was misused or not cared for in line with our care instructions.
• You were informed of any faults and accepted the product with that knowledge.
• The product was serviced or altered by a third party.

Failure to comply with any of our Jewellery Care Guide voids all warranty rights. To ensure your keepsake lasts as we describe, it's essential to follow our recommended care guidelines.

Milk & Stone is committed to processing all repair or replacement requests within 30 days of receiving the item.

To initiate a warranty claim, customers must contact Milk & Stone at hello@milkandstone.com.au. Do not wear or use your keepsake once your claim has been submitted.

• Provide a description of the issue
• Include relevant photos
• Attach proof of purchase
  

Clients may be required to ship items, along with any necessary inclusions, at their own expense for a comprehensive assessment.

If a major fault is identified, we will reimburse the shipping costs and, at our discretion, either repair or replace the item. However, if the issue falls outside the scope of our warranty or Australian Consumer Law, the client will be responsible for the cost of any repairs, and shipping costs will not be reimbursed.

For items covered by the warranty or Australian Consumer Law, Milk & Stone will cover reasonable postage costs. If the product does not meet these guarantees, the customer will be responsible for all shipping expenses.

All return shipping charges must be pre-paid, as Milk & Stone does not accept cash on delivery (C.O.D.) shipments. Clients are also responsible for any loss or damage that may occur during transit. We strongly recommend insuring the item through services such as Australia Post 'Extra Cover' to protect against potential loss or damage.

Please include a copy of your shipping confirmation email or order confirmation email in the return package and send it to the following address:

PO Box 32 North Richmond NSW 2754 Australia

Milk & Stone will not refund or reimburse shipping or insurance costs unless the item is found to be faulty in accordance with Australian Consumer Law and our warranty.

• Milk & Stone will cover the shipping costs for repairs if the product fails to meet one or more guarantees under Australian Consumer Law.
• For returns outside the scope of this Policy or Australian Consumer Law, the customer is responsible for shipping costs. If a repair or replacement is subsequently deemed covered under the warranty or Australian Consumer Law, reasonable postage costs will be reimbursed.

All items submitted for repair are subject to a thorough inspection by Milk & Stone.

Repairs or replacements, where applicable, will be processed within a reasonable timeframe, in compliance with Australian Consumer Law and Milk & Stone Warranty.

Milk & Stone offers a 6-month warranty on all repair work carried out by our workshop, starting from the date of the repair. Any repair or maintenance costs that arise during this warranty period, which are not due to defects in materials or workmanship, will be the responsibility of the customer. If defects in materials or workmanship are identified during the warranty period, Milk & Stone will provide a remedy through repair, replacement, or refund, depending on whether the defect is considered major or minor. To make a warranty claim, the item must be returned for assessment along with the original purchase receipt or other valid proof of purchase.

Please note that this warranty does not cover the following: damage caused by ordinary wear and tear, misuse, accidents, alterations, or abuse; repairs or alterations performed by anyone other than Milk & Stone; theft, loss, or disappearance (including lost gemstones); or any usage that results in damage or deterioration. These exclusions are in line with the Australian Consumer Laws.

In addition to our guarantee, you are protected under Australian Consumer Law. This means you're entitled to a repair or replacement if the item has a major fault or is not as described. If the fault does not amount to a major failure, you may have your piece repaired or replaced free of charge within the Milk & Stone warranty, or at a cost if the warranty period has expired. For complete information about your consumer rights, please visit www.consumerlaw.gov.au.