Last updated 7 July 2026
Every lot is sold with the guarantees you have under the Australian Consumer Law, and nothing on this page excludes, restricts or modifies them. Because Teals sells its own stock - we are the seller, not an agent auctioning on someone else's behalf - the full consumer guarantees apply to every lot, just as they would in a shop. (That is different from a traditional agent-run auction, where some of those guarantees don't apply.) If an item has a major problem - significantly not as described, or unsafe - you are entitled to a refund or replacement, and we cover return postage. This policy sits on top of those rights, never beneath them.
Because lots are unique and sold at live auction, a winning bid is binding and we do not offer change-of-mind returns. Please bid deliberately. Every lot is described and photographed in detail before it opens, and you are welcome to ask us anything about a stone before the session.
If your item arrives not as described, damaged, or does not arrive at all, tell us. The quickest way is “Report a problem” on the item in My Wins - or email us. Please get in touch within 14 days of delivery for a damaged or not-as-described item so we can inspect it while everything is fresh; genuine quality issues discovered later are still covered by your consumer guarantees.
We review every report ourselves - there is no bot deciding your case. We may ask for photographs or, for a gemological concern, an independent report. Where a return is needed we send prepaid, insured return packaging; please keep the item in its original condition until then. We aim to give you a first response within one business day.
Where a refund is due it is returned to your original payment method through our checkout provider, normally within five business days of us receiving the returned item (or immediately, where no return is required). Insured shipping is refunded when the fault is ours. We never ask for payment outside our official checkout, and we never move money by any other means.
If we got a description materially wrong, the return is on us - return postage, and a full refund of the hammer price and shipping. We would rather put it right than argue the point.
Won a lot that isn’t right? Go to My Wins and choose “Report a problem” on the item. See also our Conditions of Sale.