Jewellery

Finding the right valuer

There is no requirement for a valuer to be a member of a professional body to provide jewellery valuations, however some choose to be members. You may want to check if the jeweller is a member of a body like National Council of Jewellery Valuers (NCJV).

If you are wanting jewellery valued, you should look for a valuer that specialises in the item you want valued.

The NCJV code of ethics seeks to encourage the highest standard of business conduct in the industry. The NCJV code of ethics is not mandatory for all jewellery valuers in Australia, however all NCJV members are required to follow the code.

To maintain membership as a registered valuer, any person registered with the NCJV are required to undertake training and ongoing professional development in:

• gemmology
• diamond grading and valuing
• other professional development requirements.

Protecting the industry by ensuring fair trading and consumer protection

You can find information on the Jewellers Association of Australia (JAA) website about:

• caring for jewellery
• selling your jewellery
• insurance
• advice and complaints.

The Jewellery Industry Code of Conduct sets out principles and standards for the jewellery industry in Australia. The Code aims to encourage fair trading in the industry and ensure maximum protection for consumers.

While the Code is not mandatory for the entire jewellery industry, all JAA members are required to be Code signatories.

Your consumer rights with jewellery

Under Australian Consumer Law, most products or services bought in Australia after 1 January 2011 come with automatic consumer guarantees.

Proof of purchase and documentation

You have the right to receive proof of purchase that can include: 

• an invoice 
• a digital receipt
• cash register receipt
• handwritten receipt, or
• lay-by agreement. 

Businesses must give you a receipt for goods or services valued at $75 or more. You can ask for a receipt for a transaction under $75 and the business must give it to you within 7 days.

If the service has a warranty, it will give you some extra protection against faults or defects. Warranties generally have terms and conditions attached and it’s your responsibility to be aware of these.

Advertising

Advertising can be a powerful means of persuasion, so it’s important it is truthful, accurate and easy to understand. Australian Consumer Law protects consumers from deceptive advertising claims and conduct.

Businesses are not allowed to make false or misleading representations about their products or services. 

The remedy if something goes wrong

The remedy when things go wrong will depend on whether the problem is major or minor.

You are entitled to an appropriate remedy from the business when the product or service you purchased does not meet one or more of the consumer guarantees.

This might be:

• a refund
• cancellation
• replacement
• further service to rectify the problem
• reimbursement for damages and consequential loss in some cases.

The remedy will depend on whether the problem is:

• a major problem, or
• a minor problem.

You can find out more by visiting our repairs, replacements and refunds page.

Product safety and recalls

Businesses must recall products that are not compliant with mandatory standards and/or not compliant with a product ban. Businesses must offer affected consumers a remedy in the form of a repair, replacement or refund.

Recalls are usually initiated voluntarily by the business, but they may also be administered by the Commonwealth or a state or territory minister responsible for competition and consumer policy.

Making a complaint 

Contact the business in the first instance and explain the problem. We have tips and sample letters to help you take the first step.

If the complaint relates to valuation provided by an NCJV registered valuer and you are unable to resolve the matter, you can write to:

The National Secretariat

PO Box 509

Randwick NSW 2031

If the complaint relates to a technical issue and the jeweller is a member of the Jewellers Association of Australia (JAA), you can make a complaint with JAA via post to: 

The Jewellers Association of Australia Limited (JAA) 

PO Box 3536

Wamberal NSW 2260 

If you cannot resolve your matter, submit your complaint by using our form.

Make a complaint

By mail

Post your complaint form and documentation to: 

NSW Fair Trading

PO Box 972 

Parramatta NSW 2124 

Ask a question 

If you are unable to find the information you need, you can call us between 8:30am to 5pm on Monday to Friday. You can also use our form to make an enquiry. 

Make an enquiry