Our Warranties & Guarantees
We believe that our Signature Simulant Diamonds and Colour Stones are a more sustainable and beautiful choice, representing exceptional value for money. Each stone is created in a laboratory, with the latest technology and scientific methods, using the finest raw minerals and materials (see note 2). Proudly grown, not mined from the Earth, our prized Signature Simulants possess the optical properties of the world’s finest mined diamonds and coloured gemstones unearthed.
We also offer Premium Certified Laboratory Created Diamonds, with less environmental and social impact than mining. Our Premium Certified Laboratory Created Diamonds possess the same chemical properties as some of the finest mined diamonds unearthed.
Our Signature Simulant Diamonds, Colour Stones and Premium Certified Laboratory Created Diamonds are forever. Our jewellery is meticulously crafted, and each piece is expertly finished by hand, from the highest quality precious metals, including solid 14 Carat Gold, solid 10 Carat Gold and Sterling Silver.
For your total peace of mind, we stand behind our jewellery with these Guarantees, in addition to your statutory rights under any applicable Consumer Laws.
Our luxury jewellery represents quality without compromise.
Our Lifetime Gemstone Brilliance Guarantee
Signature Simulant Diamonds and Colour Stones
Our Secrets Shhh Signature Simulant range is very durable and shares a similar hardness to mined gemstones. On the Mohs scale of hardness, our diamond and gemstone simulants rate 8.5 out of 10.
Premium Certified Laboratory Created Diamonds
Secrets Shhh Premium Certified Laboratory Created Diamonds are also extremely durable, with the same hardness as mined diamonds. On the Mohs scale of hardness, they rate “10”.
We offer a Lifetime Brilliance Guarantee on our Signature Simulants and Premium Certified Laboratory Created Diamonds. Should they chip, crack, become cloudy, fade, or discolour we will immediately replace the stones free of charge under the Guarantee. Please note that this Guarantee may not cover the cost of re-mounting replacement stones in the piece and does not cover cultured pearls, accidental damage, or unreasonable treatment.
Our Signature Simulant Lifetime Gemstone Loss Guarantee
If a Secrets Shhh Signature Simulant is lost from its original mount due to a manufacturing defect, we guarantee to replace the stone free of charge. This Guarantee does not cover the loss of an entire piece of jewellery, the loss of a mount, part of a mount, or the cost of re-mounting the replacement stone in the piece. This Guarantee does not cover unreasonable treatment or accidental damage or our Premium Certified Laboratory Created Diamonds.
12 Month Workmanship Guarantee
In addition to your rights under any applicable Consumer Law, we will remedy any manufacturing fault or defect fora period of 12 months after the date of purchase. Should we discover any defect or manufacturing fault, we will repair or replace the piece free of charge. This Guarantee does not cover accidental damage, wear and tear or unreasonable treatment.
30-Day Change of Mind Guarantee
Take your jewellery home to ensure it is perfect for you. Feel free to inspect,try on again, or get a second opinion.If you change your mind, we will exchange or refund the piece within 30 days of purchase.
Please note, this 30-Day Change of Mind Guarantee does not apply if the jewelleryhas been visibly worn or damaged. The 30-day Change of Mind guarantee also does not apply to pieces that have been custom- made, custom ordered, modified, specially sized, or ordered to fit, or if a ring is of a non- standard size (standard sizes are “L”, “N1/2” and “Q”).
It also does not apply to earrings (including items placed in or through the body) or clearance items.
Please see our General Terms and Conditions of Purchase for further information.
Our Lifetime Circularity Guarantee
If at some time in the future you would likea sustainable option to upcycle your jewellery for new designs, simply ask our team instore or online about the two circularity options we offer or read the General Conditions below.
You may also be able to upcycle your Signature Simulant mounted ring or jewellery for a Premium Certified Laboratory Created Diamond with us in the future.This way you always have the option to refresh your collection in the future.
The Circularity Guarantee does not apply to sale or discounted items.
1. All claims under our Guarantees must be accompanied by the original receipt or proof of purchase. Fine jewellery should not be worn in situations that can cause unreasonable wear and tear or damage, such as gardening, gym sessions, pools, spas, saunas, active sport, or heavy lifting, as these activities can result in damaged mountings and bands, broken chains, damaged earrings, or lost fittings which will not be covered by any Secrets Shhh Guarantee.Finer, more complex multi-stone designs may not be suitable for daily wear.Please also remember that hard and abrasive surfaces can damage or scratch your jewellery and stones. Please note that ring shanks can be squashed or bent out of shape with minimal force, and such damage will not be covered under our Secrets Shhh Guarantees.It is also recommended that you remove pendants and earrings when sleeping to avoid damage to chains and earring posts, and lost butterfly clasps. Chemicals may also discolour or tarnish your jewellery, so avoid wearing your jewellery in a pool, hot tub, or sauna. Makeup, perfumes, hairspray, antiperspirants, body acidity, and some Sulphur based drugs may also discolour or tarnish your jewellery.Our jewellery is of fine quality and consideration should be given to the appropriate circumstances to wear your new piece.For more details, refer to our website www.secrets-shhh.com. Our Guarantees do not cover accidental damage, surface chipping or abrasion of either stones or mounts due to unreasonable wear and tear, misuse or abuse, or other unreasonable treatment.Secrets Shhh jewellery should be cleaned and inspected every six months at a Secrets Shhh store to ensure the mounting is in good condition. If there is not a Secrets Shhh store near you, please contact our Customer Service Team at onlineassist@ secrets-shhh.com and we will arrange to have your jewellery sent to our nearest Authorised Service Centre at your cost.
Any reference to a simulant diamond or a diamond alternative in our Guarantee refers to our range of Signature Simulant Diamonds, grown in a laboratory, from the mineral base zirconium oxide. These stones are not Premium Certified Laboratory Created Diamonds created from carbon, which share the same chemical properties as their natural mined counterparts. These stones are selected from the finest grade AAAAA–AAAAAAA cubic zirconia cut to exacting proportions. Our Signature Simulant Colour Stones do not share the same chemical properties as the mined or chemically identical laboratory created gemstones they simulate. Instead, theyare carefully chosen from a range of high-tech, durable, lab- grown alternatives including the finest colour cubic zirconia, spinel and nano gemstones, to ensure the best value and lasting quality.
3. Any reference to Premium Certified Laboratory Created Diamonds in our Guarantee refers to a select range of Secrets Shhh designs available for order in Laboratory Created Diamonds. Secrets Shhh Premium Certified Laboratory Created Diamonds share certain of the same chemical properties as a natural diamond. These pieces do not include our Signature Simulant Diamonds which are created in a laboratory from the mineral base zirconium oxide.
4. These Guarantees are in addition to any statutory rights you may have under applicable Consumer Law. Where the Australian Consumer Law applies, our goods come with Guarantees that cannot be excluded under the Australian Consumer Law. Where Australian Consumer Law applies, 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.
5. These Guarantees are provided by Secrets Shhh. To make a claim under these Guarantees, contact our Customer Service Team by email at firstname.lastname@example.org. These Guarantees do not cover the cost of making any claim. You must arrange to make the claim at your own expense.
6. Our Lifetime Gemstone Loss Guarantee does not apply to:
a. Premium Certified Laboratory Created Diamonds ofthe same chemical properties as mined diamondsor gemstones that have been lost due to accidental damage, or unreasonable treatment, excessive abuse; or
b. Custom ordered items with lab-created synthetic gemstones of the same chemical properties as mined
diamonds or gemstones; or
c. Synthetic or natural diamonds or gemstones supplied tous for use in specific custom order designs; or
d. Jewellery that has been sized, polished, cleaned, repairedor serviced by an unauthorised repairer or retailer; or
e. Cultured freshwater pearls, opals or synthetic opals.In addition, our Lifetime Gemstone Brilliance Guarantee does not apply to d. or e. above.
7. If we provide replacement gemstones under our Lifetime Gemstone Brilliance Guarantee or Lifetime GemstoneLoss Guarantee, we will bear the cost of the replacement gemstone. However, the customer will be liable for a remounting and repair charge for the installation of the replacement gemstones if:
a. The piece of jewellery is over 12 months old; or
b. The piece of jewellery is under 12 months old and showsobvious signs of accidental damage, unreasonable wearand tear, abuse, or unreasonable treatment.In other cases, we will bear the cost of installing the replacement stones. Secrets Shhh shall be solely responsible for determining in its sole discretion, acting reasonably, which items may be excluded from the Guarantees.
OUR LIFETIME GEMSTONE BRILLIANCE GUARANTEE CONDITIONS
All gemstones, especially in bands, may be prone to damage if worn regularly against other rings, particularly if they come into contact with other gemstones or hard surfaces.
Under the Lifetime Brilliance Guarantee the Signature Simulants will only be replaced free of charge should they chip, crack, fade or discolour.Under our Lifetime Gemstone Brilliance Guarantee the Premium Certified Laboratory Created Diamonds will only be replaced free of charge should they fade or discolour.The Guarantee covers the replacement of stones but will not cover repair of the mount as described in section 6 of General Conditions. Replacement of colour stones may vary slightly from the original colour and an exact match may not be available. Cultured pearls and fresh water cultured pearls, opals and synthetic opals are not covered by this guarantee, nor does it cover accidental damage, unreasonable wear and tear, misuse, abuse or unreasonable treatment.
OUR LIFETIME GEMSTONE LOSS GUARANTEE CONDITIONS
We guarantee to replace any Secrets Shhh Signature Simulant lost from our jewellery due to a manufacturing defect.
This guarantee does not cover accidental damage, unreasonable wear and tear, misuse, abuse or unreasonable treatment.
The replacement Guarantee does not cover the loss of an entire piece of jewellery, such as the loss of an entire ring, ora part of a piece of jewellery which includes the mount e.g.the loss of part of a necklace where the failure has occurred in some other part of the piece, rather than between the stone and the mount.
The Guarantee covers the replacement of the respective stone and may not cover repair of the mount as described in section 6 of General Conditions. Replacement colour stones may vary slightly from the original colour and an exact match may not be available.
Our Premium Certified Laboratory Created Diamonds, cultured pearls and freshwater cultured pearls, opals and synthetic opals are not covered by this Guarantee, nor does it cover accidental damage, unreasonable wear and tear, misuse, abuse, or unreasonable treatment.
12 Month Workmanship Conditions
1. The 12-month Workmanship Guarantee covers the quality of materials and workmanship used in crafting your new piece of jewellery.
2. The 12-month Workmanship Guarantee does not cover accidental damage, unreasonable wear and tear, misuse, abuse or unreasonable treatment. A repair cost will applyif there are obvious signs of these circumstances. Secrets Shhh shall be solely responsible for determining in its sole discretion, acting reasonably, which items may be excluded from the Guarantees.
3. Some examples of common jewellery issues that would not be considered manufacturing defects include:
a. The discolouration of precious metals caused by chemicals, makeup, immersion in pools and spas, and bathing.
b. Precious metals and claws or prongs worn down over time due to wear that may require rebuilding or restoration work as part of normal wear or damage.
c. Claws or prongs catching on clothing, wearing out, or bending over time due to everyday wear or damage, allowing a stone to fall out.
d. A fine chain breakage due to being caught, pulled, or accidentally damaged beyond the normal expected strength of the chain.
e. Shanks or bands of rings bent out of shape due to undue pressure, accidental damage, physical activity or unreasonable treatment.
f. Settings or heads of rings bent or broken due to force, unreasonable wear, or accidental damage.
g. Lost butterfly backs on earrings, bent or damaged posts.
30-DAY CHANGE OF MIND GUARANTEE CONDITIONS
1. To be eligible for a refund or exchange under our 30-Day Change of Mind Guarantee, the product must be:
a. In a pristine, as new, unworn condition, with no visible signs of wear, including scratches, damage, chips or marks. Items purchased and worn for special occasions are not eligible under the Change of Mind Guarantee.
b. Returned complete with the original receipt, and as new packaging. The item cannot be considered for refund under this Guarantee without these items present.
c. The determination of an item matching the definition of as new condition above is at the sole discretion of Secrets Shhh.
2. If a ring has been modified or custom-made, or sized by our jeweller to specifically fit your finger (or that of the person for whom it was purchased), or supplied by custom order outside our standard set sizes of L, N1/2 or Q, it will not be eligible for a refund, or exchange under our 30-Day Change of Mind Guarantee. Clearance items and earrings are also not eligible for the 30-Day Change of Mind Guarantee. Custom orders for our range of Premium Certified Laboratory Created Diamonds are not covered by this30-Day Change of Mind Guarantee.
3. Any purchases through our Lifetime Circularity Guarantee are not eligible for a refund or exchange under our 30-Day Change of Mind Guarantee.
OUR LIFETIME CIRCULARITY GUARANTEE CONDITIONS
WE OFFER TWO OPTIONS FOR OUR SIGNATURE SIMULANTS.
1. To return a piece for a full credit on the original purchase price, simply spend 3 times the original purchase price (excluding applicable taxes) on your new items.To upcycle an old piece on a new piece, bring the old piece back and you will receive a 30% discount (excluding applicable taxes) on any new piece.
2. You may also be able to upcycle your ring or jewellery from our Signature Simulant Diamond version to an equivalent diamond weight piece in our Premium Certified Laboratory Created Diamonds. If so, you will receive a full credit on your original purchase price of the Signature Simulant Diamond. piece.
1. We require original receipts or proof of purchase along with your original pieces of jewellery to complete the circularity purchase.
2. Goods supplied under our Circularity Guarantee that are custom or bespoke pieces under the general Certificate of Warranty terms and conditions, will not be covered under our Lifetime Gemstone Brilliance Guarantee or our Lifetime Gemstone Loss Guarantee,or 30-Day Change of Mind Guarantee.
3. The 12-Month Workmanship Guarantee will apply to goods supplied under the Circularity Guarantee, along with your rights under any applicable Consumer Law.
4. This Circularity Guarantee only applies to trade ups on Secrets Shhh jewellery, and the jewellery being upcycled will be surrendered to the store at the time of the transaction, along with receipts or proof of purchase.Title to the jewellery being traded will pass to Secrets Shhh on surrender.
5. The items purchased under this Circularity Guarantee must be purchased at the full retail value. Items on promotionor sale do not qualify for the Circularity Guarantee at the discounted price.
6. The above Guarantees are given by: Secrets Shhh Pty Ltd
Postal Address: PO BOX 2006, New Farm QLD 4005 Australia
Via Website: https://www.secrets-shhh.com.au/pages/contact-us
Telephone: +61 7 3569 6500
How To Make A Claim Under Our Warranty & Guarantees
1. To understand what is covered please refer to the Warranty General Conditions, and the specific Conditions that apply to each of the Guarantees.
2. For any further questions on general terms and conditions of our Guarantee please contact us at email@example.com
3. To make a claim under our Guarantees please visit your nearest store or contact us at firstname.lastname@example.org
4. Please ensure the jewellery subject to a claim is presented with original receipts or proof of purchase and the original Secrets Shhh Care Card, or Certificate of Warranty supplied with all goods from February 2021.
5. Nothing in the above Warranty is intended to exclude or restrict the application of the Competition and Consumer Act 2010 and the Australian Consumer Law, including any warranties or guarantees that cannot be excluded.
6. It is recommended that you bring your jewellery back to a Secrets Shhh store at least once every 6 months for a complimentary clean and inspection. This will keep your jewellery in good condition and assist to identify any general wear or damage early. Our online channel also offers this service. You will be responsible for the freight and insurance for returning your items to our Workshop. Our Guarantees are not conditional on the 6 monthly inspections should you forget or overlook this service. We also recommend you read our Cleaning and Care section
7. Your claim will either be inspected by a member of our store teams, or our Customer Service Department should the items be mailed to us. Once again, we note that you are responsible for the freight and insurance for sending an item to us. Secrets Shhh will cover the cost of return freight and insurance to you. An initial assessment will be completed in the store, and if agreement is reached, the necessary work will then be undertaken in our central jewellery Workshop by our qualified Jewellers. Should the claim require a professional assessment by our qualified Jewellers the jewellery will be sent to our central workshop for a professional assessment. In such cases you will be contacted directly by our Customer Service Department once the assessment is complete with the relevant details and advice. Please allow a time period of 6 weeks for assessment and repair. In certain cases, this may take longer depending on the circumstances of the claim.