Clasps & fastening
Faulty clasps or fastening mechanisms.
Complimentary Australia-Wide Standard Shipping on Orders of AUD $450+ • Carefully Presented in Moonaire's Signature Lavender Jewellery Box
JEWELLERY CARE & WARRANTY
Our limited warranty.
Last updated: 21 July 2026
Every Moonaire piece is created with care and carefully inspected before it leaves our studio. Jewellery is designed to be worn and cherished over time. With thoughtful care, your piece can remain a beautiful part of your collection for years to come. If an issue arises due to a manufacturing fault, we will always do our best to make things right.
The following warranty outlines how we support the quality and craftsmanship of Moonaire jewellery.
AUSTRALIAN CONSUMER LAW
Your rights are protected.
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 to 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.
Nothing in this policy excludes, limits, or replaces your rights under Australian Consumer Law.
LIMITED WARRANTY COVERAGE
What is covered, and for how long.
In addition to your rights under Australian Consumer Law, Moonaire offers a limited warranty on jewellery purchased directly from www.moonaireofficial.com. This warranty applies only to manufacturing defects and is provided in addition to, and does not replace, your rights under Australian Consumer Law. The warranty period begins on the original date of purchase, as shown on your order confirmation or receipt. Warranty claims must be submitted within the applicable warranty period.
Sterling Silver, Stainless Steel & Gold-Plated
Covered for 6 months from the original date of purchase.
Solid Gold Jewellery
If introduced in future collections — covered for 12 months from the original date of purchase.
WHAT IS COVERED
Manufacturing defects under normal, intended use.
This warranty applies to manufacturing defects under normal, intended use, including:
Structure & soldering
Soldering or structural faults.
Stones & crystals
Stones or crystals detaching due to workmanship issues (not impact damage).
Plating on delivery
Significant plating defects present upon delivery.
IF A DEFECT IS CONFIRMED
How we may resolve your claim.
If a product is confirmed to have a manufacturing defect, Moonaire may, at its discretion:
Repair
Repair the item.
Replace
Replace the item with the same product (subject to availability), or with a comparable piece if the original is unavailable.
Store credit
Offer store credit of equivalent value.
SITUATIONS NOT COVERED
Outside this warranty.
Jewellery is delicate by nature and designed for mindful wear. The following situations are not covered under this warranty:
- Normal wear and tear, including scratches, fading, or natural tarnishing.
- Gradual wear of gold plating through regular use or friction.
- Discolouration caused by skin chemistry, humidity, acidic pH, or environmental exposure.
- Exposure to perfumes, lotions, cosmetics, fake tan, hair products, cleaning agents, or chemicals.
- Water damage from swimming, showering, or prolonged moisture exposure.
- Accidental damage, impact, dropping, or misuse.
- Chain breakage caused by pulling, snagging, twisting, or external force.
- Normal wear to adjustable slider mechanisms or clasps.
- Loss of jewellery or missing items.
- Repairs, modifications, or alterations performed by unauthorised parties.
- Gold-plated jewellery naturally experiences gradual fading over time due to normal wear, friction, skin chemistry, and environmental exposure. This natural wear of plating is not considered a manufacturing defect.
- Chains are delicate components and may break if subjected to pulling, snagging, twisting, or impact. Breakage caused by external force or accidental damage is not considered a manufacturing defect.
- Natural materials such as crystals, pearls, and shell pearls may contain variations in colour, inclusions, or surface texture. These characteristics are part of their natural formation and are not considered defects.
WARRANTY CLAIM PROCESS
How to submit a claim.
If you believe your Moonaire jewellery has a manufacturing defect, please follow the steps below.
01
Stop wearing the item
Discontinue use of the jewellery to prevent further damage.
02
Contact us
Email our support team at contact@moonaireofficial.com. Include your order number or proof of purchase, clear photos or a short video showing the issue, and a brief description of the problem. Our team will review your claim and respond within 3–5 business days. If your claim is accepted for assessment, we will provide return instructions. Items returned for warranty evaluation must be packaged securely to prevent damage during transit. Original packaging may be used but is not required.
03
Assessment & resolution
Once the item is received, our team will inspect the jewellery to determine whether the issue is due to a manufacturing defect. If the claim is approved, Moonaire may offer repair of the item, replacement with the same or a comparable item, or store credit if the item is no longer available. Please note that exact replacements may not be possible if a product has been discontinued.
IMPORTANT NOTES
Shipping, proof of purchase & governing law.
Normal fading, tarnishing, or gentle wear over time is considered part of the natural life of jewellery.
Shipping
Customers are responsible for the cost of returning items for warranty assessment unless the item is confirmed to have a manufacturing defect, or unless otherwise required under Australian Consumer Law.
Proof of purchase
Warranty claims require valid proof of purchase. Warranty coverage applies only to items purchased directly from www.moonaireofficial.com. Claims must be submitted within the applicable warranty period. International warranty claims may be assessed on a case-by-case basis due to shipping limitations.
Governing Law
This policy is governed by the laws of Queensland, Australia. In the event of any inconsistency between this policy and our Terms & Conditions, the Terms & Conditions will prevail.
CONTACT
We’re here to help with warranty questions and claims.
contact@moonaireofficial.com · Moonaire, Brisbane, Queensland, Australia
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