Policies

 

Welcome to Cheal Wholesale. We are proud to offer high-quality Australian opal to jewellery professionals worldwide. Please review the following policies regarding import duties, taxes, shipping, and order terms to ensure a smooth and transparent purchasing experience.

 

Warranty & Returns


Warranty Coverage

This warranty applies exclusively to natural solid opal gemstones sold by Cheal Wholesale and covers the following:

 

  • Authenticity Guarantee: All opals are 100% natural and untreated unless clearly stated otherwise.

  • Structural Integrity: We warrant that the opal will be free from internal cracking (crazing) or structural defects at the time of sale, under normal handling conditions.

 

Warranty Period

The warranty is valid for 12 months from the date of delivery, provided the opal is handled and stored according to standard gemstone care guidelines.

 

What Is Not Covered:

 

This warranty does not cover the following:

 

  • Damage caused by mishandling, improper setting, or impact.

  • Exposure to extreme heat, sudden temperature change, or prolonged submersion in liquids.

  • Natural inclusions or surface features inherent to the stone.

  • Opals that have been altered, re-cut, or treated after delivery.

  • Cracking caused by mounting techniques or mechanical pressure from jewellery settings.

 

Note: Lightning Ridge opals are generally non-porous and stable. Misconceptions surrounding fragility are often based on experiences with Ethiopian opals, which behave differently.

 

Claim Process:

To initiate a warranty claim, please contact us within the 12-month warranty period and provide the following:

 

  • Order reference or invoice number

  • High-resolution photos and/or videos of the issue

  • A brief description of the condition and how the opal has been stored or handled

 

Our team will assess the claim and may request the gemstone be returned for professional evaluation. Valid claims may be resolved by:

 

  • A replacement stone of comparable value and quality, or

  • A refund or store credit at our discretion

 

Limitations Of Liability

Cheal Wholesale is not liable for any incidental or consequential damages arising from the use or resale of the gemstone. Our liability is strictly limited to the original purchase value of the stone.

 

 

30-Day Return Policy

 

Your delight is our priority. If you are not completely satisfied with your purchase, you may return it within 30 days for a full refund.

 

Conditions for Return:

  1. The item must be returned in its original condition, unworn and unaltered, with all accompanying materials such as the box and certificates.
  2. Customised items are only returnable if they have defects.

 

Process for Return:

  1. Contact us at customerservice@chealopal.com to initiate the return and receive a Return Authorisation Number.
  2. Package the item securely and send it back to us. The customer is responsible for return shipping costs and insurance.

 

Refund Process:

  1. Upon receipt and inspection of the item, we will issue a refund to the original method of payment within 7 business days.

 

 

 

30-Day Exchange Policy

 

If you wish to exchange an item, you may do so within 30 days of purchase.

 

Conditions for Exchange:

  1. Items for exchange must be in new and original condition.
  2. Exchanges are subject to item availability.

 

Process for Exchange:

  1. Reach out to our customer service at customerservice@chealopal.com to start the exchange process and receive an Exchange Authorisation Number.
  2. Return the original item to us. The customer is responsible for return shipping costs.
  3. Once we receive the returned item, we will ship the new item to you.

 

 

General Terms for Warranty, Returns, and Exchanges:

 

  1. Proof of purchase is required for all warranty claims, returns, or exchanges.
  2. These policies are valid for purchases made directly from Cheal Opal, either online or in-store in Australia.
  3. Items purchased through authorised retailers must be returned or exchanged through the retailers and are subject to the retailer’s policies.

 

 

Delivery Policy for Cheal Opal

 

At Cheal Opal, we understand that receiving your new opal gemstones promptly and securely is a crucial part of your shopping experience. Our delivery policy ensures that your items are delivered efficiently and with great care.

 

Delivery Coverage and Services:

  • Domestic Shipping: We offer shipping across Australia, reaching you wherever you may be.
  • International Shipping: Our opal gemstones can be shipped globally, with all international orders subject to local import duties and taxes.

 

Courier Services: We use reliable and reputable courier services for all deliveries, providing you with tracking information so you can follow your order’s journey.

  

Packaging: All items are securely packaged in our signature Cheal Opal boxes and further protected for transit to ensure they arrive in pristine condition.

 

Shipping Times and Costs:

  • Domestic Orders: Typically arrive within 3-5 business days. We may offer free shipping promotions; otherwise, a flat rate will be charged.
  • International Orders: Delivery times vary by destination but generally take between 3-10 business days. Shipping costs are calculated at checkout based on the destination, weight, and size of the package.

 

Dispatch Times:

  • Orders are usually dispatched within 1-3 business days of the purchase date.
  • Custom and made-to-order pieces have a longer dispatch time, which will be communicated at the time of order.

 

 

Shipping Policy

 

We ship internationally from our Australian facility. Once payment has been confirmed, orders are processed and dispatched within 3–5 business days unless otherwise communicated.


Shipping Details:

  • Courier: We partner with trusted courier services such as DHL Express or FedEx to ensure safe and timely delivery.

  • Tracking: A tracking number will be provided once your parcel has been dispatched.

  • Insurance: All shipments are fully insured for the value of the contents.

 

Shipping costs are calculated and provided separately, based on your destination and order volume.

 

VAT & GST

  • Value Added Tax (VAT) and Goods and Services Tax (GST) will be added to the purchase price at checkout, depending on your shipping destination and applicable tax regulations.

  • Taxes are calculated automatically based on the destination country’s import rules and digital sales tax compliance.

  • For Australian clients, GST (currently 10%) will be included at checkout as required by law.

  • For international clients, VAT may be applied if required under your country’s import or digital marketplace legislation.

  • Cheal Wholesale does not absorb or waive any local taxes or duties payable upon import.

 

Please ensure you review your country’s import thresholds and tax responsibilities before completing your purchase.

 

 

Receipt and Signature:

  • For your security, a signature is required upon delivery. If you are not available to sign for your item, the courier service may leave a note with instructions for redelivery or pickup.

 

Delivery Delays:

  • While we do our best to ensure timely delivery, occasionally, delays may occur due to factors beyond our control, such as customs holds, courier issues, or adverse weather conditions. We appreciate your patience in these instances and will work to resolve any issues as quickly as possible.

 

Contact Us:

  • If you have any questions about our delivery policy or the status of your order, please contact our customer service team for assistance.

 

  

Quality Assurance Policy

   

At Cheal Opal, the calibre of our opal gemstones is paramount. Our Quality Assurance Policy underscores our commitment to providing you with gemstones that are not only breathtakingly beautiful but also meet the highest standards of craftsmanship.

 

Hand-Selected Opal Gemstones:

    • Every opal we supply is 100% natural and ethically sourced, predominantly from our own mines in Lightning Ridge, Australia.

    • All stones are guaranteed to be solid natural opal gemstones unless clearly labelled otherwise.

    • We never supply synthetic or imitation opals.

     

    Grading & Classification

    • Each opal is carefully examined and graded by our in-house experts, ensuring consistency in:

      • Colour vibrancy and pattern

      • Cut and polish quality

      • Shape symmetry

      • Transparency (for crystal opals)

       

    • We follow a transparent and structured classification system, so clients understand exactly what they are purchasing.

     

    Inspection and Testing:

    • Before dispatch, every gemstone is:

      • Visually inspected under both daylight and studio lighting

      • Checked for polish finish, surface blemishes, and visible inclusions

      • Matched against the product description or agreed specification

       

      Custom calibrated parcels undergo additional sizing checks using calibrated gauges and parcel-matching procedures.

     

    Continuous Improvement:

    • We regularly review our manufacturing processes and customer feedback to continually improve and ensure the highest quality.

      

    Quality Guarantee:

    • Should you find any defect in the Cheal Wholesale gemstones supplied, we stand by our 5-Year Warranty for repairs or replacements, in accordance with our terms and conditions of the warranty.

     

     Customer Service Support:

    • Our customer service team are dedicated to addressing any concerns regarding the quality of your opal gemstones and will guide you through the process of warranty claims or repairs.
    • Cheal Opal's dedication to excellence is evident in every opal piece that passes through our hands to yours. We take pride in our legacy of quality, where each gemstone is not just a jewel but a statement of our unwavering promise to quality.

     

       

      

    Direct and Transparent Sourcing Policy

      

    Cheal Opal is dedicated to the ethical, direct sourcing of all our opal gemstones, ensuring a chain of transparency from the mine to the market. This policy outlines our commitment to responsible sourcing practices that honour both the environment and our clientele.

      

    Direct Sourcing:

    • We obtain all of our opals directly from our mines in Lightning Ridge, without intermediaries, providing full traceability of each gemstone.
    • Our direct sourcing model supports local mining communities and reduces the carbon footprint associated with transportation and supply chain logistics.

     

    Transparency in Mining:

    • We maintain open communication about our mining practices, welcoming dialogue with our customers and stakeholders.
    • Regular audits and assessments are conducted to ensure compliance with the highest standards of mining operations.

     

    Ethical Mining Practices:

    • Our mining operations adhere to stringent environmental regulations and ethical labour practices.
    • We are committed to minimising environmental impact and investing in land restoration post-mining, ensuring the preservation of the Lightning Ridge area.

      

    Customer Assurance:

    • We guarantee that every opal we offer is natural, solid, and untreated, with certifications available upon request.
    • Our customers receive detailed information about the origin and journey of their chosen opal gemstones, providing confidence in the authenticity and ethical procurement of their opal. 

     

    Continuous Engagement:

    • Cheal Opal is actively engaged with industry initiatives to promote responsible mining and sourcing within the gemstone & jewellery sector.
    • We are committed to improving our practices continually and leading by example within the industry.

     

    Accountability and Governance:

    • We conduct our business in a manner that is accountable to both Australian laws and our own moral standards of integrity and transparency.
    • Our governance policies ensure that every decision made aligns with this Direct and Transparent Sourcing Policy.

      

     

     

    Contact

     

    For any queries or further assistance with our policies, please contact our customer service team at customerservice@chealopal.com.

     

    We are here to help you enjoy your Cheal Opal experience to the fullest.