Warranty
At En Gold, we stand behind the quality and craftsmanship of every piece we create. Our commitment to excellence extends to ensuring you have complete confidence in your purchase, supported by comprehensive consumer protections and our dedication to exceptional service.
Your Consumer Rights
Your rights are protected by Australian Consumer Law and cannot be excluded.
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.
When You're Entitled to a Remedy
Under Australian Consumer Law, you have the right to a remedy when your En Gold piece:
- Has a problem that would have stopped you from buying it if you had known about it
- Is significantly different from the description or sample
- Is unfit for its intended purpose or a purpose you made known to us
- Does not match the quality that a reasonable person would expect
- Has multiple minor problems that, together, create a major failure
Your Choice of Remedy
For major failures, you can choose:
- A full refund of the purchase price
- A replacement with an identical or substantially similar piece
For non-major failures, we may choose to:
- Repair the piece at no cost to you
- Replace it with an identical or substantially similar piece
- Provide a full refund
If a repair fails or takes an unreasonable time, you can then choose your preferred remedy.
Warranty Information
Each En Gold piece comes with our 12-month craftsmanship warranty covering manufacturing defects. This warranty is in addition to your consumer guarantee rights, which may extend well beyond 12 months depending on the type and price of the product.
Exclusions
The following are not covered under our change of mind returns (consumer guarantee rights always apply):
- Damage caused by misuse, accidents, or normal wear and tear
- Custom modifications made after delivery
- Items damaged during customer transport
- Archive Collection items (change of mind only - guarantee rights always apply)
Our Commitment
Every En Gold piece is handcrafted with love using traditional techniques and natural materials. We're confident in our quality, but if something isn't right, we're here to make it right. Our experienced team will work with you to ensure you're completely satisfied with your En Gold piece.
Questions about your rights or our policy? Our team is always here to help.
Australian Consumer Law Information This policy complies with Australian Consumer Law. For more information about your consumer rights, visit consumer.gov.au or contact your local consumer protection agency.
A note from En Gold
We understand accidents happen and it is heartbreaking when breakages do occur; if an incident does occur we are happy to provide stonemason recommendations that may be able to assist in repairing your product.
