Repair & Polishing Policy

At Kairasi Jewels, we are committed to maintaining the quality and craftsmanship of your jewellery. We offer repair and polishing support for eligible products purchased from us.

By requesting a repair or polishing service, customers agree to the terms outlined below.

1. Service Request Procedure

For all repair or polishing requests, customers must contact us via email at: contact@kairasijewels.com.au

Customers are requested to include:

  • Order number or invoice copy
  • Product details
  • Clear photographs of the jewellery
  • Description of the issue or service requested

Once the request is received, our customer support team will review the request and get in touch with the customer regarding the next steps.

2. Pickup & Shipping Process

Kairasi Jewels will coordinate and arrange the courier pickup process for approved repair or polishing requests.

Customers must securely hand over the product to the courier partner arranged by Kairasi Jewels.

The shipping address and courier instructions will be shared by our customer support team during the process.

3. Complimentary Repair Coverage

Kairasi Jewels provides a 1-year complimentary repair service from the date of purchase for manufacturing-related issues or natural defects.

Eligible repairs may include:

  • Manufacturing defects
  • Structural issues caused under normal usage conditions

All repair requests are subject to inspection and approval by Kairasi Jewels.

4. Chargeable Repairs

Repairs caused by the following are not covered under the complimentary service:

  • Accidental damage
  • Mishandling or improper usage
  • Physical impact
  • Unauthorised modifications or third-party repairs
  • Excessive wear and tear
  • Stone loss due to negligence or impact

In such cases, repair charges, shipping charges (if applicable), and related service costs shall be borne by the customer.

Customers will be informed of the estimated repair cost before proceeding with the repair.

5. Repair Timeline

Repair timelines may vary depending on:

  • Nature of the damage
  • Availability of materials or stones
  • Complexity of the repair process

The estimated repair timeline will be communicated to the customer after inspection of the jewellery.

Kairasi Jewels does not guarantee a fixed repair completion timeline.

6. Polishing Service

Professional polishing services are available for eligible jewellery products.

Estimated Polishing Timeline

  • Approximately 5 to 7 business days from the date of receiving the product

Polishing timelines may vary during peak periods or due to courier transit delays.

7. Inspection & Approval

All products received for repair or polishing will undergo inspection by our quality control team.

Kairasi Jewels reserves the right to:

  • Approve or reject repair requests
  • Determine whether the issue qualifies under complimentary repair coverage
  • Recommend alternative repair solutions where necessary

8. Limitation of Liability

Kairasi Jewels shall not be responsible for:

  • Damage caused before receiving the product
  • Delays caused by courier services or customs clearance
  • Pre-existing conditions not disclosed by the customer
  • Loss or damage resulting from unauthorised third-party handling

9. Contact Us

For any repair or polishing-related enquiries, please contact:

Kairasi Jewels
Email: contact@kairasijewels.com.au
Website: www.kairasijewels.com.au