Do you offer custom pieces or any customisation on your Refinery collection?
Due to the nature of Refinery, each piece is carefully curated and one of a kind and will be released in “edits”. We do not offer any customisation - Refinery pieces are sold as is without any modifications available. In addition, we do not offer a custom or bespoke service for new designs or altering a client’s existing jewellery. No exceptions will be made.
Do you buy back, re-work, meltdown or refine clients’ own jewellery?
We do not offer customisation on any of our pieces, and this extends to our client's own jewellery. We do not have the facilities to refine gold or to re-purpose / reset stones and we do not offer a buy back service or credit towards new pieces.
Do you offer brand new pieces as a part of Refinery or only second hand styles?
We only offer vintage and second hand pieces that we have carefully selected and curated. If you are after a more modern take on fine jewellery, we suggest our other Artefact collections.
Do you offer a resizing service for your Refinery rings?
Resizing on Refinery products is not available.
Do you have a warranty period on your products?
Your Refinery product comes with consumer guarantees that cannot be excluded by consumer law. Your Refinery product comes with a 90 day warranty period. Please contact firstname.lastname@example.org for assessment and repair at no charge. If your items are deemed irreparable you will be issued a refund. Any issues outside of this 90 day warranty period are deemed wear and tear and repairs will incur a fee and a refund will not be offered.
Do you offer gift vouchers for the Refinery collection?
Of course - we accept our Artefact e-gift cards or physical gift cards, as well as any Artefact issued store credits.
Do you have Afterpay?
Yes - we offer Afterpay on our Refinery collections.
Can I view your products in store or in person anywhere?
Yes, Refinery products can be browsed and purchased in our Newcastle store. Please reach out to us at email@example.com to arrange this. Please note, we cannot offer holds on any of our pieces and if the product sells out before you are able to make it in store, this is unfortunate but unavoidable. We cannot guarantee that a product will be in stock and available at the time of your in person viewing appointment.
Are you able to hold a product for me?
Due to the nature of the Refinery brand, these pieces are unique and are offered on a first come, first served basis. We do not offer holds. However, Afterpay is welcomed.
Do you offer any refunds or exchanges on your Refinery pieces?
All sales are final. Refunds or exchanges are not available for change of mind. If a product is faulty, please reach out to our customer service team to organise a repair, store credit or refund at firstname.lastname@example.org Store credit is valid for 3 years from the date of issue and is not transferable, nor redeemable for cash. Please read our full T&C's listed here.
How do I care for my Refinery pieces?
Please refer to our Artefact Product Care linked here which outlines how one should care for their fine jewellery, how to preserve its quality for years to come and how to store it properly.