Refund & Returns

In this Returns Policy, the expressions "we", "us" and "our" are a reference to Outback Opals by Justin Lang Pty Ltd

You may return your items to us for the following reasons:

  • if the item is faulty, in accordance with your rights under the Australian Consumer Law. Depending on the fault we may either repair the item, replace it, or provide a refund
  • for change of mind, subject to our Change of Mind policy below

    HOW TO RETURN YOUR ITEMS

    Items must be returned with the original product tags attached and with all paperwork (such as guarantee certificates). Items must also include a copy of your tax invoice or online order fulfilment.

    ITEMS PURCHASED INSTORE OR ONLINE

    You can return your items to us by visiting us instore at 36 Mount Barker Rd Hahndorf South Australia.

    You can also lodge a return via post. Please contact our team at info@outbackopals.com.au. You'll need to provide your receipt number or online order number, contact details and reason for return.

    If you return your items via shipping or post:

    • all shipping return charges must be pre-paid. We do not accept C.O.D (cash on delivery) deliveries
    • you are responsible for any loss or damage to the item until it is delivered to us, and we highly recommend returned items are insured during delivery (such as Australia Post 'Extra Cover') to safeguard against loss you must include a copy of your shipping confirmation email or order confirmation email in the package and ship the return package to: Outback Opals. 36 Mount Barker Road. Hahndorf SA 5245
    • we will not refund or reimburse any costs incurred by you to return the items to us, including any shipping or insurance charges, unless the item is deemed faulty.

         

        HOW WE ASSESS AND PROCESS RETURNS

        All returns are subject to inspection and assessment. Returns and refunds will be made only subject to any applicable Consumer Law and Outback Opals by Justin Lang's Policies. 

        Any refund, repair or replacement (if and as applicable) will be made to you within a reasonable amount of time.

        We refund you the same way that you initially paid for your purchase except refunds of cash payments may be made by cheque, direct credit or to a debit card in the name of the purchaser. Refunds will only be made to the debit/credit card or finance account used for the original purchase, so please be aware of this if you intend to return an item given to you as a gift.

        CHANGE OF MIND POLICY

        Our Change of Mind Policy does not apply to:

        • earrings
        • resized rings (whether resized as part of the purchase or after purchase)
        • engraved items
        • special, custom or made to order items.

          If for any reason you change your mind about any eligible purchase, we will gladly refund the purchase price, provided:

          • you return the item to us instore within 30 days of purchase (or within 30 days of delivery in the case of online orders)
          • the item is in As New Condition and accompanied by:
          • proof of purchase
          • original packaging
          • all paperwork (such as warranty guarantees or certificates) 

            'As New Condition' means that the item must not have been worn; the item must be in pristine condition with no damage, scratches, or signs of wear. Determination of an item matching the definition of 'As New Condition' is at the sole discretion of Outback Opals.

            Our Change of Mind Policy is in addition to, and in no way limits, your legal entitlement and existing rights under Australian Consumer Law.

            Should you wish to contact us with any queries in relation to our Change of Mind policy, we can be contacted at:

            info@outbackopals.com.au

            OR

            Outback Opals. 36 Mount Barker Road. Hahndorf SA 5245.

            At Outback Opals by Justin Lang, we stand behind the quality and authenticity of our opal jewellery. All of our opals are 100% natural Australian opals, hand-selected and ethically sourced, with no synthetic or lab-created materials. Each piece comes with a Certificate of Authenticity and is sourced only from reputable Australian opal fields.

            What Our Lifetime Warranty Covers

            We are proud to offer a lifetime warranty on all opal's purchased from our store. This warranty covers:

            Natural Dehydration & Crazing
            Natural dehydration and crazing are inherent characteristics of opal. Over time, opal may lose moisture, which can lead to surface cracking known as crazing. These are natural processes that can occur due to environmental factors and are not considered manufacturing defects; therefore, they are not covered under warranty.

            These rare occurrences are a result of the natural properties of opal, which is a hydrated silica formed over millions of years. Because opals contain water within their structure, environmental changes—such as extreme dryness or sudden shifts in temperature—can occasionally cause these effects. While uncommon, these changes are natural and can happen even in high-quality, untreated stones.

            By offering this warranty, we want you to feel confident that your opal’s natural beauty is protected, and that any issues resulting from natural dehydration or crazing will be handled with care and expertise.

            Please Note

            • Our warranty does not cover damage caused by accident, impact, mishandling, improper storage, attempted repair, negligence after purchase and ordinary wear and tear.
            • Our warranty does not apply to opal doublets or triplets that have been exposed to water or extreme heat, as this can cause delamination or damage to the layered structure.
            • The display chain provided with each pendant is not covered under warranty, and we recommend upgrading your chain as soon as possible.
            • Loss, theft, accidents, or improper storage
            • Repairs or alterations not completed by us
            • The warranty applies only to jewellery purchased directly from Outback Opals by Justin Lang.

            Please note: Opal is a softer gemstone (Mohs 5.5–6.5)
            and is more delicate than diamonds or sapphires. It requires care during daily
            wear and is not suited for heavy impact or harsh conditions.

            Solid Gold Inlay Rings – Special Care

            Opal inlay rings are crafted with precision and require
            extra care due to the way the opal is set into the gold:

            • Do not wear alongside harder stones (such as
              diamonds)
            • Avoid wearing next to other rings to prevent
              friction damage
            • Remove during manual tasks or activities that
              may involve impact
            • The inlay can crack or chip if compressed,
              knocked, or rubbed against harder surfaces.

            How to Make a Warranty Claim

            If you believe your opal has been affected by natural dehydration or crazing, please contact us by email at info@hahndorfopals.com.au with:

            • A description of the issue
            • Clear photographs and/or video of the item
            • Your proof of purchase or order details

            We will get back to you as soon as possible to advise on the next steps, which may include an in-store inspection or return by post.

            Repairs

            We are happy to assess and repair damaged items. Repair fees
            may apply, depending on the cause and extent of the damage. Refunds are not
            issued for items damaged through misuse.