Warranty

Warranty Policy

All of our jewellery is inspected for quality by a jeweller and a member of our dispatch team. However, occasionally, a rare fault may occur.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. Additionally, you have the right to have the goods repaired or replaced if they fail to meet acceptable quality standards and the failure is not considered major.

1. Warranty

1.1 We provide this Warranty to you in addition to any rights or remedies you have under Australian Consumer Law or any other applicable laws (Consumer Law Rights).

1.2 Under this Warranty, if the Products purchased from Mila Online Shop, or from our Supplier prove defective within the first month from the date of purchase (Warranty Period) due to improper workmanship or materials, we will resupply, or issue a full or partial refund for the defective Products. Your Consumer Law Rights may extend beyond this Warranty Period. We may also offer additional warranties on specific products beyond this period.

1.3 If materials, parts, or features necessary for repair or replacement are unavailable or the specific Product style is no longer in production, we will make every effort to use suitable equivalent materials, parts, features, or styles.

1.4 For items purchased in store, warranty claims can be processed in one of the following ways:

  • In person at the original place of purchase, or

  • Shipped directly to our studio.

Please note: if you choose to return your item by shipping, the cost of return shipping is the responsibility of the customer.

If your item is found to be eligible for a replacement under our warranty:

  • The replacement item must be collected in store, or

  • Shipped to you upon request, with shipping costs to be covered by the customer.

We strongly recommend using a tracked shipping service, as we are not liable for items lost in transit. Once we receive your item, our team will carefully assess it in line with our standard warranty policy.

2. Making a Valid Warranty Claim

2.1 To make a Warranty claim, you must:

  • Notify us through email at hola@milaonlineshop.com as soon as you become aware of the defect. Provide proof of purchase, a description, and photographs of the defect, and write “Item is Faulty” as the return reason.

  • If requested, return the Products along with all packaging, parts, accessories, and documentation to the contact details provided below.

  • Provide any additional information reasonably required by us to assess your claim.

2.2 All claims will be assessed by our team of jewellery specialists at head office.

2.3 If we accept your Warranty claim, the provisions of this section will apply.

3. When This Warranty Applies and When It Does Not

3.1 Our Products are delicate and should be handled with care as with any jewellery piece.

3.2 Not covered under manufacturing warranty:

  • Loss of the Products.

  • Chain breakage, broken chain links.

  • Normal wear and tear, including tarnishing and fading of plated jewellery.

  • Acts or omissions, accidents, or negligence by you or any third party not engaged by us (including third-party repairers).

  • Failure to follow instructions provided by us.

  • Discolouration, fading, tarnish, peeling, chipped, dented or scratched surfaces.

  • Continued use of the Products after a defect becomes apparent or would have become apparent to a reasonable person.

  • Failure to notify us of a defect within a reasonable time after becoming aware of it.

  • Acts of God or force majeure events (e.g., war, riot, invasion, terrorism, contamination, natural disasters, or any other events beyond our or the manufacturer’s reasonable control).

3.3 Additional Expenses: Any services requested by you that go beyond the standard repairs covered by this Warranty may incur additional charges, which we will inform you of before commencing any additional work or services