terms & conditions

turn around times

We offer a standard turn around time of 5 -10 business days for general repairs.

For more complex repairs and custom designs/makes an approximate timeline can be provided through an enquiry. However, we aim to have custom designs complete within 20 business days.

Turn around times may also vary depending on orders which may need to be placed with specialised suppliers.

Shipping

The client is responsible for shipping items to and from BenchPros. Return shipping costs may vary and are receipted on invoice. All return shipments are sent via Australia Post express shipping with signature on delivery. If you prefer a priority service upgrade or a different courier, please communicate this during the enquiry stage or to ensure seamless inclusion of costs in the invoice.

It is the clients responsibility to ensure the correct shipping address is provided for all return shipments and BenchPros is not liable for any lost packages due to miscommunication.

Tracking

All packages are shipped via Australia Post. Tracking updates, including shipment progress and expected delivery times, are provided directly by Australia Post. To receive these updates, clients must ensure that accurate contact information is supplied at the time of booking.

An email address and mobile phone number are required to facilitate these notifications. BenchPros is not responsible for missed updates due to incorrect or incomplete contact information provided by the client.

Invoicing, Payments & Accounts

Invoicing

At BenchPros, we have a dedicated accounts team that will provide you with timely quotes and a seamless payment process with invoicing sent on the day of your jobs completion.

Invoices are sent electronically to your nominated email and any additional emails may be added on request. It is the clients responsibility to advise of any contact information changes.

Accounts & Payments

On application of using BenchPros clients will automatically be put onto a Same-Day account which will apply for a minimum of 3-Months. After 3-Months clients will provided the opportunity to change over to a 7-Day account pending previous payment history.

Accounts Types

  • Same-Day Account: Payment is due in full on the day services are rendered.

  • 7-Day Account: Payment is due in full within seven (7) calendar days from the date of the invoice.

Payment can be made via:

  • Credit/Debit Card: Card payments are offered and powered by Stripe. Accept Visa, Mastercard, American Express, Discover, Diners Club, JCB, and China UnionPay payments from customers worldwide. Pricing: 1.7% + 0.30 AUD domestic cards | From 3.5% + 0.30 AUD international cards (cost per transaction). We'll only show Card as a payment option when the invoice is in a currency the payment option supports.

  • Direct Debit: Direct Debit payments are offered and powered by GoCardless. Automatically withdraw funds from your customer’s bank accounts with an authorisation form to collect payment for your invoices. Pricing - From 1% + 0.40 AUD and capped at 4.00 AUD per transaction. Additional fee of 0.3% for transactions over 3,000.00 AUD and from 2% + 0.40 AUD per international transaction.

  • Bank Transfer: (details provided on the invoice)

Same-Day Accounts

  • Customers on a Same-Day Account must settle their invoice prior to receiving their completed item or service.

  • Services will not be released until full payment has been confirmed.

7-Day Accounts

  • Customers who have been provided the privilege of 7-Day Accounts agree to settle the invoice amount in full within seven (7) calendar days of the invoice date.

  • Any outstanding amount beyond this period will be considered overdue and subject to having their account reverted back to a same-day account.

Unpaid Accounts

In cases where accounts remain unpaid while additional jobs are submitted for completion, our dedicated team will diligently continue their work. However, it's important to note that these subsequent jobs will be retained under lien status and will not be returned until the outstanding accounts are resolved.

Cancellations and Refunds

  • If a customer cancels a service after work has commenced, the customer will be invoiced for any work completed up to the cancellation point.

  • Refunds will only be issued at the discretion of BenchPros and under specific circumstances.

Disputes

  • Any disputes regarding invoices or payments must be raised in writing within five (5) business days of the invoice date.

  • Disputed amounts do not affect the payment obligation for undisputed amounts.

quotes

For many jewellery items it may be hard to determine the work required on each piece and many of our existing clients send us the items to have the work quoted on.

All general quotes provided are valid for 7-days. Insurance quotes may be requested and will be valid for 30-days.

BenchPros reserves the right to requote should we feel the job requires more work than asked for.

BenchPros completes all custom design quotes with an estimated weight for the final design once complete. This is completed with the assistance of CAD and BenchPros reserves the right to adjust the price of all custom designs on completion due to the volatility of the precious metals market.

All quotes exclude GST.

Any quotes that require extra time to provide pricing for and are not approved will be charged a $20.00 fee which will be invoiced on the return of item and any additional charges such as design time will also be invoiced if applicable.

Pricing

BenchPros reserves the right to adjust pricing and send out new price lists for review at any given time.

However, where possible we aim to provide notice of pricing changes.

All pricing provided in our price list excludes GST and will be added onto the invoice.

Gemstones

Gemstones

Whilst all care is taken when setting, un-setting or repairing jewellery which has gemstones within, BenchPros reserves the right to advise of potential risk to gemstones where we feel a gemstone may break during the process.

In the event that a gemstone breaks without communication with the store BenchPros will accept the cost of replacing the stone and completion times are likely to be extended to allow for sourcing of gemstones and shipping times from suppliers.

Where BenchPros recieves a gemstone that is already chipped or is of poor quality communication will be made to advise no warranty can be provided and any costs associated with replacement of gemstones that may break will be invoiced to the sending store should a go ahead be given to proceed with the repair despite warning of potential risk involved.

contracts

At BenchPros, we operate without formal contracts with our clients, thus eliminating the obligation for regular weekly submissions of work. Nonetheless, the initiation of work with us implicitly signifies acceptance of our terms and conditions.

Clients with outstanding accounts at BenchPros will receive detailed statements delineating all outstanding balances along with relevant invoice details. Requests for invoice reissuance may be submitted via email for prompt attention.

Warranty

All repairs completed by BenchPros are guaranteed for 90 days from the completion date of the repair.

If a repair is not to an acceptable standard, we request that the item/s be returned to us so that we are able to repair the items free of charge.

We reserve the right to refuse to repair an item if it is deemed faulty and/or unworkable. We also reserve the right to make judgement on whether a piece has been damaged again due to wear or misuse/has broken in a different place than where it was originally repaired by us.

BenchPros reserves the right to define any warranty fault through a distinction of quality of workmanship and faulty product.

Confidentiality

BenchPros completes all repairs in-house and offer a confidentiality guarantee on all trade repair contracts; no information on any agreed rates or contracts will be shared with outside parties without written consent.

Casting Clean Ups

For all cast pieces that have been manufactured using your own casting house our team will perform a 3-Stage Casting Clean up on the piece and hallmark it based on the information you have provided us. Please note that we often refer to ring sizing information provided on your documentation to ensure the the piece is the right size on completion.

In the event that a ring’s size on arrival is more the half a size bigger or smaller we will adjust our pricing on invoice to reflect the added cost of resizing.

All White Gold pieces or pieces that include two-tone white gold will be rhodium plated.

In the event that castings have been affected by shrinkage or have not been manufactured to the desired size we will adjust pricing on invoice to reflect the added cost incurred.

Should the design process not account for long enough claws or settings that don’t account for the gemstones size (Length, Width & Depth). BenchPros will make contact via phone and email to discuss the issue in more depth to provide alternate options to resolve the issue. Should BenchPros not be able to provide a resolution we will return the job and invoice any costs that may have been incurred.

Repair Information required

BenchPros requires specific information to be provided when a repair is received. It the responsibility of the sending store to provide clear and accurate details of repair requirements on a job packet with a job number so that BenchPros have a reference for the repair.

All repairs received by BenchPros are booked into a repair booking system which keeps a record of photos of the piece/s on arrival and notable information about the condition of the piece/s for reference.

  • Job Number

  • Item Description - Applicable For All Items Sent

  • Repair Request - Please advise if there is work that the customer does not wish to proceed with. If additional work is required BenchPros will contact the sending store to make note of additonal work required and any associated costs. BenchPros will hold off completing any repair that requires additional work until further approval is received. If no response is received within 7-business days the repair will be returned

Information Required Casting Clean Ups & Assemblies

  • Metal Type - Please ensure you note down the full metal type so that BenchPros can hallmark the piece accordingly. BenchPros is not liable for any false information provided.

  • Final Ring Size - If a casting has been sent for clean up and assembly it is the responsibility of the sending store to provide the final ring size if they wish to have the piece finished with no additional work required.