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August 2025
Avoiding disputes: The critical role of clear terms and conditions in jewellery repairs
In the jewellery trade, a simple repair job can quickly escalate into a costly dispute if the terms of the agreement aren’t clearly laid out from the start. Whether you're dealing with the public or fellow industry professionals, having well-defined, specific terms and conditions is essential for protecting your business.
Claims arise just not from workmanship issues, but from misunderstandings - especially when it comes to liability for damage, the risks of working on undisclosed enhanced or treated gemstones, or who is responsible if something goes wrong. Vague disclaimers or verbal agreements offer little protection. In today’s environment, clear, written terms are not just best practice - they’re a necessity.
Terms and conditions for repair work should be:
- Tailored to your services (e.g. setting, resizing, restoration, cleaning)
- Clear on limitations of liability, particularly with stones that may be chipped, fracture-filled, or already loose
- Explicit about risks inherent in the process (e.g. breakage during claw tightening or polishing)
- Presented and explained to the customer, not just buried in fine print
Generic language like “all care taken, no responsibility accepted” is often insufficient in the event of a claim. Instead, set realistic expectations about what may happen when working with aged, worn, or treated pieces.
Even with strong terms, they must be supported by thorough take-in procedures, including visual inspection, written notes, and photos. Customers (or trade clients) should acknowledge any pre-existing wear or vulnerabilities before you begin.
Don’t overlook B2B repairs and setting
It’s common for retail jewellers to outsource work, such as stone setting or repairs, to trade workshops or setters. But just because you’re working with another professional doesn’t mean risks disappear.
If you’re sending a high-value stone or heirloom item to a jeweller or setter, your B2B agreement should be backed by clear written terms, including:
- Who is liable in the event of damage or loss
- Whether the piece is insured, including in transit and/or during handling
- How disputes will be resolved
Similarly, if you are the trade workshop, your inbound job take-in process should mirror the same protections as retail, with documented condition reports and signed acknowledgements.
Clear terms and conditions are not just about covering yourself. They set the tone for professionalism, trust, and accountability. Whether you're dealing with a customer or a fellow jeweller, transparency at the outset can prevent costly misunderstandings and protect the reputation you’ve worked hard to build.
JAA’s got your covered! Find out more about how JAA repair packets can help protect your business at jaa.com.au/jstore
Last chance to enter! Entries in the JAA Australasian Jewellery Awards close on 7 August. Join the Awards celebrations on Friday, 26 September at the Awards Soiree. Visit jaa.com.au/2025 for full details.
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JAA Directors and staff - JIF Melbourne (2025 and 2024)
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