Last updated: 26/05/2025

This Custom Service Agreement outlines the terms and conditions under which “we” “us” Jewellery by Rai Jewellery agrees to create a custom jewellery piece for “your” “you” as the client.
By placing a custom order through our website www.jewellerybyrai.com.au or through written correspondence, you agree to the following terms:

1. Scope of Work

1.1 We will design and create a custom jewellery piece based on your pecifications, which may include materials, size, design, gemstone type, metal, engraving and any other design elements confirmed in writing.

1.2 A scaled drawing design/mock-up or concept(mock-up model) will be provided for your approval before production begins (if applicable to the design)

2. Pricing, Deposits or Quotes

2.1 Purchase of a Gemstone/Diamond

• If you purchase a gemstone through us, you will be required to pay 50% of the total stones cost to secure it prior to receiving scaled drawings of the design. The remaining balance of the stone can be paid in future payments or at collection.
• Laboratory Grown Diamonds - 50% deposit required to secure stone, remaining balance can be paid in future payments or at collection.
• For purchase of Natural Diamonds - 30% deposit upfront is required to secure the stone. Full payment of the diamond must be made within 15 days of securing with us.

2.2 Production – To begin Production, you will be required to pay 50% of the total production cost to make your piece. This includes metal cost, labour to make and setting.

2.3 At the request of a Quote – Valid for 7 days only unless stated otherwise.

3. Design Changes

3.1 Minor changes may be accepted within 48 hours after scaled design drawings have been sent.

3.2 Changes after approval of design and during production are usually not accepted. If a change is accepted, it may incur a fee and could impact the delivery timeline.

3.3 We reserve the right to decline major revisions once production has started.

4. Design and Production Timeline

4.1 Design Phase Timeline is approximately 1-2 weeks depending on the custom piece and alsocorrespondence with you. This includes stone selection and design drawings/concept.

4.2 Standard production time for custom orders is approximately 3-4 weeks from the date the design is approved.

4.3 Rush orders may be available upon request.

4.4 Delays caused by supply chain issues, public holidays, or other unforeseen circumstances will be
communicated promptly

4.5 We will endeavour to complete your order within the given time frame, however we cannot guarantee completion.

5. Use of Supplied Client Material

5.1 If material is supplied by a client to use (i.e gold or gemstones), it must be thoroughly assessed to determine if use is appropriate for the custom piece.

5.2 If the gold is contaminated or shows unfavourable working properties (XRF Spectroscopy Test), we can arrange for the precious metals to be credited to your order. This is communicated promptly with you.
5.3 If we are required to add extra gold than originally quoted due to client material being unworkable, we will requote the extra material required for the order.

6. Approval and Finalisation

6.1 Once the design is finalised and approved by you (in writing or via email), further changes are not usually accepted.

6.2 You acknowledge that handmade jewellery may contain slight variations in craftsmanship and finish, meaning a design that has been approved will look as close to as possible due to variation
in handmaking.

7. Cancellations and Refunds

7.1 The deposit is non-refundable under all circumstances once work has commenced

7.2 Custom orders are not eligible for return or exchange, except in the case of manufacturing defects, as per Australian Consumer Law
7.3 If you cancel the order before production begins, we may retain a portion of the deposit for
administrative and design work.

8. Shipping and Delivery

8.1 Your piece can be delivered to you. Shipping costs are separate to your custom order. We can prepare, pack and dispatch the items to a delivery Service Provider to the address you have provided.

8.2 Tracking information will be provided to you with confirmation of dispatch.

8.3 Additional Delivery Fees may apply for orders being shipped overseas which are payable by you.
8.4 We are not responsible for delays for international delays or custom duties once the order has been dispatched.
8.5 To have your custom piece insured for extra cover on delivery, please request from us and we can arrange upon dispatch. It will incur an extra fee. We do recommend extra cover for custom pieces. Sydney orders can also be personally couriered.

9. Liability

9.1 While with us, the piece is liable with us. Once the piece is received by you, it is your responsibility.
9.2 Delivered pieces are liable with us whilst still in our possession. Once the piece has been dispatched, we can only recover available information from the delivery service provider in use

10. Warranty

10.1 Responsibility of the piece is yours after it is in your possession. Warranty does not cover accidental damage, wear and tear or improper care. Please see our product care guide for information on how to care for your jewellery.

11. Customer Responsibilities

11.1 You agree to provide accurate specifications, measurements and contact information

11.2 It is your responsibility to provide accurate specifications, measurements and contact information

12. Intellectual Property

12.1 All original designs remain the intellectual property of Jewellery by Rai, and may be used for marketing, promotion, or future sale (unless otherwise agreed in writing).

12.2 Custom designs inspired by or reproducing external references must not infringe on third-party copyrights or trademarks.

13. Governing Law

This Agreement is governed by the laws of Australia, and any disputes will be resolved under the jurisdiction of the courts of NSW.

14. Contact

For any questions or clarifications about your custom order, please contact:

Email: info@jewellerybyrai.com.au
Phone: 0418967467