Commission Terms and Conditions

Second Life Gems
Email: contact@secondlifegems.com
ABN: 57 536 393 086
Business Address: Ballarat, Victoria

These terms apply to all commissioned and custom-made jewellery orders placed through Second Life Gems. By confirming your order and paying the concept fee or deposit, you agree to the terms outlined below.

1. Enquiries and Concept Fee

All commissions begin with an online enquiry via our Commission Page. To initiate a custom design process, a non-refundable concept fee of $100 AUD is required. This covers communication, design

development, and any research or sourcing required. If you choose to proceed with the commission, the concept fee will be credited toward your final invoice.

2. Quote and Confirmation

Once the concept fee is approved, you will be provided with:

• A quote for the completed piece, including production and shipping

  Suggested materials or gemstones (if applicable)

  Estimated production timeframes

This includes one round of feedback prior to confirmation. Further revisions may incur an additional fee

3. Deposit and Order Approval

A non-refundable 50% deposit is required to confirm your commission. This secures your materials, studio time, and place in the production queue.

Before paying your deposit, please review and confirm:

• Ring size or measurements

• Choice of materials and stones

• Any time-sensitive requirements
  
  

Once the deposit is paid, no further changes can be made to the design. Inaccurate details provided by the customer are not the responsibility of Second Life Gems.

4. Production Timeline

Production generally takes 3 to 4 weeks, depending on the complexity of the piece and material availability. If you require delivery by a specific date, you must notify us at the time of enquiry. We will do our best to meet reasonable deadlines.

You will receive occasional updates throughout the process via email, including a final photo of the finished piece before final payment and delivery is due.

5. Final Payment and Delivery

The balance is due upon completion. Once full payment is received:

• Your order will be packaged securely and shipped via tracked Australia Post

• You will receive confirmation and tracking details by email

Delivery is available within Australia and to select international destinations. Second Life Gems is not liable for delays or damage once an item has been lodged with Australia Post.

6. Pricing and Payment

All prices are listed in Australian Dollars (AUD) and include GST.

Payments are accepted via:

• Direct bank transfer

• Secure online payment (payment link included in invoice)

Once your concept fee is received, you will be issued an invoice for your deposit via email. The same applies for the final payment when your piece is complete. Each invoice will clearly outline the amount due, payment methods, and due date.

Please note:

• Work will not commence until the deposit has been paid

• Your place in the production schedule is only confirmed once payment has been received

• Invoices are valid for 14 days unless otherwise agreed

• Quotes may change if material costs increase or if additional revisions are requested

7. Cancellations and Refunds

Due to the custom nature of this work:

• Concept fees and deposits are non-refundable

• Once production has commenced, cancellations are not possible

• Finished custom pieces are not eligible for return, refund, exchange, or resizing
  
  

If you decide not to proceed after the concept stage, the $100 concept fee will be retained as payment for design services.

8. Materials and Variations

All custom jewellery is handmade using natural and reclaimed materials. Variations in wood grain, gemstone colour, or texture are expected and part of the unique character of each piece.

We do not guarantee exact matches between digital images and final products. Colour may also vary slightly due to screen differences.

9. Care and Maintenance

Care instructions will be provided with your finished piece. This can be found here: Care and Maintenance Guide. Timber jewellery requires occasional oiling and should be stored away from water, moisture, and harsh chemicals.

We offer a repair and care service for existing clients if required. Please contact us for a quote.

10. Warranty

All custom jewellery comes with a 12-month warranty from the date of delivery. This covers defects in materials or craftsmanship under normal wear conditions.

If you believe your item is faulty, please contact us at contact@secondlifegems.com with:

• A description of the issue

• Photos showing the fault or defect

• Your order name and date of purchase
  

We will assess your claim and, where appropriate, offer one of the following:

• Repair at no cost

  Replacement of the item

  Refund (if the item cannot be repaired or replaced)

The warranty does not cover:

• General wear and tear

• Damage from misuse, impact, water, or improper storage

• Loss or theft

• Pieces altered or repaired by others

Return postage is the responsibility of the customer. We will cover the cost of return shipping for approved repairs or replacements.

11. Intellectual Property

All designs, concepts, and imagery remain the intellectual property of Second Life Gems unless otherwise agreed. You may not reproduce or sell any custom designs or product photography without written consent.

Last updated 19/08/2025

For questions or concerns regarding the commission:

Second Life Gems
Email: contact@secondlifegems.com
ABN: 57 536 393 086
Business Address: Ballarat, Victoria