CERRONE Customer Care

At Cerrone, we pride ourselves on award-winning craftsmanship and stand behind our high standard of quality. Our pursuit for excellence and service go beyond your recent purchase or visit. We see it to be more than an investment in a beautiful piece of jewellery – it is also an investment in the care of your jewellery by the expert artisans at Cerrone. Our jewellery comes with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a repair, replacement or refund for a major failure or if the goods fail to be of acceptable quality.

Cerrone guarantees against all manufacturing faults or defects upon the purchase or the initial collection of your jewellery in store.

In the rare occasion that you do find any defects upon purchasing your piece online, please do not hesitate to send it back for one of our qualified jewellery experts to inspect and evaluate. We cannot guarantee against the natural wear and tear your jewellery will undergo over the course of usage.

Please note: Slight irregularities and variations in craftsmanship or natural characteristics, or internal inclusions, visible or otherwise, in coloured gemstones are unique and individual to each item. These characteristics are considered as part of the character of the item, and should not be considered a defect.

We invite you to visit any of our Cerrone Boutiques for ongoing complimentary cleaning to ensure the full enjoyment of your precious Cerrone jewellery.

The complimentary service includes checking all claws and settings of the item, cleaning and polishing.

We recommend having your Cerrone jewellery cleaned and inspected once a year (1 year) or earlier if it undergoes any potential trauma. Inspections may help prevent the loss of a stone and extend the life of your jewellery.

Upon inspection, should a repair or replacement of gems be required, this will be at a fee to the client and will be discussed with you prior to any repair work being completed.

Cerrone holds no responsibility for how the jewellery is worn by the customer and by so the jewellery becoming damaged or missing gems occur.

Removing Jewellery During Certain Activities

Removing your jewellery during strenuous activities can not only keep your jewellery looking great and shiny for as long as possible, but it can also help prevent serious possible damage. Harsh chemicals and rough conditions can cause irreversible damage to your jewellery.

Housework

Your jewellery can suffer greatly from being knocked against hard surfaces and can also be damaged from the various cleaning solutions and tools that you use.  Not only dents and scratches but permanent damage can occur. Cleaning solutions can remove the rhodium from your white gold.  You certainly don’t wear your best clothing when doing your housework, the same logic applies to not wearing your jewellery. Your jewellery can suffer greatly from being knocked against hard surfaces, and can also be damaged from the various cleaning solutions and tools that you use. Not only dents and scratches but permanent damage can occur. Cleaning solutions can remove the rhodium from your white gold.

Jewellery is intended for you to wear and showcase its beauty. However, in order to keep it looking this way you must care for it properly.

Regular Cleaning

• Clean jewellery regularly with a soft sunglasses microfiber cloth to remove dirt, oils, and dust.
• For more thorough cleaning, soak your jewellery in warm water with a drop of mild dish soap, then gently massage with a soft brush (like a toothbrush) to clean
  hard-to-reach areas.
•  Stay away from abrasive cleaners, bleach, or household chemicals as they can damage your jewellery, especially if it's plated or contains soft stones.

Avoid Exposure To Harsh Elements

Chemicals in pools and hot tubs may tarnish or damage jewellery. Also, soaps and lotions can cause build-up on jewellery.

Perfumes, hairsprays, and lotions can leave residue on your jewellery. Apply these products before putting on your jewellery and let them dry.

Protect From Physical Damage

Take off jewellery when doing intense physical activities (such as sports or lifting heavy objects) to prevent bending or scratching.

Don't place your jewellery on hard surfaces where it could be knocked or dropped, especially stones that are prone to chipping.

Check Setting and Clasps

Regularly inspect your jewellery for loose stones, broken settings, or weak clasps. If you notice any issues, please return to Cerrone for assessment.

If you wear beaded jewellery, restring it periodically, as strings can weaken over time.

Special Care For Specific Materials

Gold: Store in a soft pouch or box to prevent scratching. Regularly polish with a jewellery cloth.

Diamonds & Precious Gems: Clean gently with a soft brush and mild soapy water, and store separately to avoid scratching from other jewellery.

Pearls: Keep pearls away from harsh chemicals, including perfumes and makeup. Clean with a damp cloth and store in a soft cloth pouch.

Silver: Silver tarnishes over time. Use a silver polishing cloth or a special silver cleaner to restore its shine.

The foregoing Manufacturer Warranty and Complimentary Services are available only to the person who purchased the covered product from Cerrone.

Maintenance, repair, sizing or other services performed by someone other than Cerrone may void your Manufacturer Warranty.

Fine jewellery is not impervious to normal wear, activities or trauma. This is particularly true for rings since hands are regularly subjected to considerable abuse.

Some examples of common jewellery issues that would not be considered manufacturing defects include:

1. Discoloration due to exposure to chemicals, make-up, swimming pools, hot tubs or bathing.
2. Prongs and precious metals, in general, wear over time and may require “building up” or restoration work as normal wear.
3. Bent, caught or worn out prongs(s) allowing a stone to fall out or be lost due to normal wear or other damage.
4. Lost stone or a stone has fallen out due to chipping or breaking caused by normal wear or other damage.

We will gladly exchange or offer a store credit to the amount of the item(s) purchased within 30 days from the purchase date. Item(s) must be in the original condition as purchased. No refund shall be given on change of mind purchases.

All items purchased with a final promotional discount code (excluding the welcome offer) or during sale events are considered final sale and cannot be returned.

A discount code can only be applied to one (1) transaction cannot be used in conjunction with any other offer. One discount code per sale.

Discount codes cannot be used on items such as and excludes: Items Already on Sale, Engagement Rings, Cerrone Loose Diamonds, Special Make Items, Pink Diamonds, Cerrone 50th Anniversary Book, ICONICA Collection, Cerrone Watch, FOPE Collection. 

For hygiene reasons, we are unable to accept returns or exchanges on earrings.

Deposit for custom made jewelley makes cannot be refunded. An initial 30% deposit is requred for custom made jewellery, installment payments must be paid fortnightly and paid in full upon completion and collection of item(s).

A layby is valid for a period of three months with 30% deposit and regular fortnightly payments.  Failure to do so will result in the layby being cancelled.  The layby cancellation fee is 20% of the total value of the purchase price of item(s).

Credit vouchers and gift certificates cannot be redeemed for cash.  Unless stated otherwise the credit voucher and gift certificate can only be used on an item’s marked recommended retail price.  No further discount will apply.

INTERNATIONAL ORDERS

The client is responsible for any duties and taxes associated with international orders. Orders refused at delivery due to unpaid fees will not be eligible for a refund.

Updated: 2 April 2025