At Milk & Stone, we take great pride in the craftsmanship of every keepsake we create, and our warranty policy reflects the care and precision behind each custom-made piece. We offer a two-year warranty covering manufacturing defects on all products purchased worldwide. If a fault is identified within this period, we will repair or replace the item at no cost to the client. This policy is upheld in accordance with Australian Consumer Law and the terms of the Milk & Stone Warranty.

Please note that damage resulting from general wear and tear, accidental impact, or improper care is expressly excluded from warranty coverage, and all claims are subject to a strict assessment process to ensure fairness and integrity.

All items submitted for repair are subject to a thorough inspection by Milk & Stone. All repair or replacement outcomes are determined in accordance with the Australian Consumer Law and Milk & Stone’s Terms of Service.

Repairs or replacements, where applicable, will be processed within a reasonable timeframe, in compliance with Australian Consumer Law and Milk & Stone Warranty.

Please note: Due to the highly personalised nature of our service, refunds are not offered as a remedy for warranty claims under any circumstances.

1. Manufacturing Defects
Manufacturing defects relate to structural issues within the jewellery that arise during the production process. These types of defects typically become apparent shortly after wear, often within the first 30 days, and can be readily identified by a jeweller.

Covered manufacturing defects may include, but are not limited to:

• Separation of the ring band from the shank, where such separation is not the result of accidental damage (e.g., impact, bending, or catching).
• Porosity or flaws in the metal resulting from the casting or finishing process.
• Discolouration of the stone material caused by a manufacturing fault.

Please note: Milk & Stone cannot guarantee the colour stability of personal inclusions such as breastmilk, hair, or ashes, as these are naturally variable in composition.

2. Products Damaged During Delivery
Should an item arrive damaged as a result of transit, customers must notify Milk & Stone within five (5) business days of receiving the order. The product must be returned in its original condition, including all original packaging and accompanying materials.

Upon inspection, Milk & Stone will assess the damage and, at its discretion, repair or replace the item accordingly.

1. General Wear and Tear
Over time, all jewellery will naturally exhibit signs of wear through regular use. This may include minor surface scratches, metal thinning, or subtle changes in finish or lustre. These occurrences are considered part of the expected lifespan of jewellery and are not classified as manufacturing defects.

2. Accidental Damage or Misuse
While our jewellery is crafted with durability in mind, it is not indestructible. Damage resulting from misuse or neglect is not covered under our warranty. This includes any harm that could have been avoided by following the recommended care guidelines provided by Milk & Stone.

Examples of accidental damage include, but are not limited to:

• Scratched, chipped, broken, or missing stones
• Bending, pulling, or breakage of claw work
• Deformation or breakage of ring bands, earring posts, or pendants due to force or mishandling
• Chemical damage or corrosion from exposure to substances such as perfumes, lotions, cleaning agents, or chlorine
• Snapped chains caused by tugging, catching, or entanglement
• Heat damage, including burns or melting from exposure to high temperatures or open flame
• Cracking of keepsake stones or gemstones resulting from impact or being dropped

3. Acts of Nature (Force Majeure)
Loss or damage caused by uncontrollable events such as: fires, floods, tornados, earthquakes, or extreme weather.

4. Change of Mind
As each piece is custom made, Milk & Stone does not accept returns or issue refunds due to change of mind beyond 24 hours from the time of purchase. This policy applies to all orders placed via our website: www.milkandstone.com.au.

5. Misinterpretation of Design Menu Selections
Warranty claims will not be accepted in cases where dissatisfaction arises from a misunderstanding or misinterpretation of customisation options selected during the ordering process. All design menus and options are clearly defined. It is the client’s responsibility to select their preferences accurately, as these selections form the basis of how each keepsake is created.

Milk & Stone reserves the right to decline a warranty repair or replacement if, upon assessment, the damage is determined to have resulted from one or more of the exclusion criteria outlined above.

All items submitted for repair are subject to a thorough inspection by Milk & Stone.

Repairs or replacements, where applicable, will be processed within a reasonable timeframe, in compliance with Australian Consumer Law and Milk & Stone Warranty.

Milk & Stone is committed to processing all repair or replacement requests within 30 days of receiving the item.

To initiate a warranty claim, customers must contact Milk & Stone at warranty@milkandstone.com.au. Do not wear or use your keepsake once your claim has been submitted.

• Provide a description of the issue
• Include clear photos of your keepsake from all angles
• Attach proof of purchase or reference order number
  

Clients may be required to ship items, along with any necessary inclusions, at their own expense for a comprehensive assessment.

Once approved for assessment, customers are responsible for shipping their keepsakes and any necessary inclusions to Milk & Stone. If a major fault is identified, we will reimburse reasonable shipping costs and, at our discretion, either repair or replace the item. However, if the issue falls outside the scope of our warranty or Australian Consumer Law, the client will be responsible for the cost of any repairs, and shipping costs will not be reimbursed.

For claims not covered by Australian Consumer Law and Milk & Stone Warranty, the customer will be responsible for all shipping expenses.

Reasonable postage costs are limited to $15.00 AUD for orders shipped within Australia and $30.00 AUD for orders shipped internationally. Insurance fees and any associated coverage costs are not reimbursed.

All return shipping charges must be pre-paid, as Milk & Stone does not accept cash on delivery (C.O.D.) shipments. Clients are also responsible for any loss or damage that may occur during transit.

Milk & Stone offers a 6-month warranty on all repair work carried out by our workshop, starting from the date of the repair. Any repair or maintenance costs that arise during this warranty period, which are not due to defects in materials or workmanship, will be the responsibility of the customer. If defects in materials or workmanship are identified during the warranty period, Milk & Stone will provide a remedy through repair, replacement, or refund, depending on whether the defect is considered major or minor. To make a warranty claim, the item must be returned for assessment along with the original purchase receipt or other valid proof of purchase.

Please note that this warranty does not cover the following: damage caused by ordinary wear and tear, misuse, accidents, alterations, or abuse; repairs or alterations performed by anyone other than Milk & Stone; theft, loss, or disappearance (including lost gemstones); or any usage that results in damage or deterioration. These exclusions are in line with the Australian Consumer Laws.

In addition to our guarantee, you are protected under Australian Consumer Law. This means you're entitled to a repair or replacement if the item has a major fault or is not as described. If the fault does not amount to a major failure, you may have your piece repaired or replaced free of charge within the Milk & Stone warranty, or at a cost if the warranty period has expired. For complete information about your consumer rights, please visit www.consumerlaw.gov.au.