Privacy, Terms & Conditions

TERMS & CONDITIONS

WEBSITE TERMS AND CONDITIONS

Thank you for visiting our website. This website is owned and operated by Hannah Ward ABN 53 813 651 856. By accessing and/or using this website and related services, you agree to these Terms and Conditions, which include our Privacy Policy (available at hannahward.com.au) (Terms). You should review our Privacy Policy and these Terms carefully and immediately cease using our website if you do not agree to these Terms. 

In these Terms, 'us', 'we' and 'our' means Hannah Ward and our related bodies corporate.

You may need to be a registered member to make orders and access certain features of our website. 

When you register and activate your account, you will provide us with personal information such as your name and email address,  telephone number. You must ensure that this information is accurate and current. We will handle all personal information we collect in accordance with our Privacy Policy available at www.hannahward.com.au.

When you register and activate your account, we will provide you with a user name and password. You are responsible for keeping this user name and password secure and are responsible for all use and activity carried out under this user name.

Notify us immediately at concierge@hannahward.com.au if you suspect unauthorised access to your account.

1. Registration

To create an account, you must be:

• at least 18 years of age;

• possess the legal right and ability to enter into a legally binding agreement with us; and

• agree and warrant to use the website in accordance with these Terms.

We collect personal information about you in order to provide the level of service standards we set in responding to your enquiries, process your order, facilitate your personalisation of your piece (engraving, bespoke), participate in virtual viewings with you and for purposes otherwise set out in our Privacy Policy at wwwhannahward.com.au. 

We may disclose that information to third parties that help us deliver our services (including information technology suppliers, communication suppliers and our business partners) or as required by law. If you do not provide this information, we may not be able to provide all of our services and or  products to you. 

Our Privacy Policy explains: (i) how we store and use, and how you may access and correct your personal information; (ii) how you can lodge a complaint regarding the handling of your personal information; and (iii) how we will handle any complaint. If you would like any further information about our privacy policies or practices, please contact us at concierge@hannahward.com.au.

By providing your personal information to us, you consent to the collection, use, storage and disclosure of that information as described in the Privacy Policy and these Terms. 

For bespoke and custom orders, we may also retain your measurements, design specifications and related correspondence for up to 2years to facilitate future purchases and to respond to any quality dispute.

2. Accuracy, completeness and timeliness of information

The information on our website is not comprehensive and is intended to provide a summary of the subject matter covered. While we use all reasonable attempts to ensure the accuracy and completeness of the information on our website, to the extent permitted by law, including the Australian Consumer Law, we make no warranty regarding the information on this website. You should monitor any changes to the information contained on this website.

Product imagery, including photography and video, is for illustrative purposes only. Colour, texture, lustre and scale may vary from the finished piece due to screen calibration, photographic lighting and the natural characteristics of gemstones and precious metals. Gemstone weights, metal purities, dimensions and other product specifications are approximate — minor variations are inherent in handcrafted jewellery and do not constitute a defect or misdescription for the purposes of the Australian Consumer Law.

We are not liable to you or anyone else if interference with or damage to your computer systems occurs in connection with the use of this website or a linked website. You must take your own precautions to ensure that whatever you select for your use from our website is free of viruses or anything else (such as worms or Trojan horses) that may interfere with or damage the operations of your computer systems.

We may, from time to time and without notice, change or add to the website (including the Terms) or the information, products or services described in it. However, we do not undertake to keep the website updated. We are not liable to you or anyone else if errors occur in the information on the website or if that information is not up-to-date.

3. Promotions and competitions

For certain campaigns, promotions or contests, additional terms and conditions may apply. If you want to participate in such a campaign, promotion or contest, you need to agree to the relevant terms and conditions applicable to that campaign, promotion or contest. In case of any inconsistency between such terms and conditions and these Terms, those terms and conditions will prevail.

Promotional pricing does not apply to bespoke or custom orders unless expressly stated. Discount codes are single-use, non-transferable and cannot be combined with other offers unless otherwise specified.

4. Purchases

In Australia, our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms and conditions purports to modify or exclude the conditions, warranties and undertakings, and other legal rights, under the Australian Competition and Consumer Act and other laws. Any and all other warranties or conditions which are not guaranteed by the Australian Consumer Law or the Competition and Consumer Regulation 2010 are expressly excluded where permitted, including liability for incidental or consequential damages caused by breach of any express or implied warranty or condition.

By placing an order on this website, you make an offer to purchase on these Terms. A binding contract is formed only when we send you an order confirmation email. We reserve the right to refuse or cancel any order at our discretion  including where a product is unavailable, a pricing error has occurred or we have reasonable grounds to suspect fraudulent activity  and will provide a full refund of any amount paid.5. Bespoke and custom orders

Bespoke and custom-made pieces are created to your specific instructions. By placing a bespoke order, you acknowledge that:

• a non-refundable deposit of 50% is payable at order confirmation;

• the balance is due prior to dispatch;

• we will not proceed to manufacture without your written approval of the final design;

• production lead times are estimates and may vary due to the handcrafted nature of the work and gemstone availability; and

• bespoke pieces are not eligible for change-of-mind returns but remain subject to all applicable rights under the Australian Consumer Law where a piece is defective or does not conform to agreed specifications.

6. Pricing

All prices are in Australian dollars (AUD) inclusive of GST unless otherwise stated. Precious metal prices fluctuate. The price that applies to your order is the price in your order confirmation email, not the price displayed at the time of browsing. Where a pricing error occurs, we will notify you before processing and give you the option to proceed at the correct price or cancel for a full refund.

7. Payment

Payment is required in full at the time of purchase, except where an approved instalment arrangement has been offered. We accept credit card, bank transfer, AfterPay, ApplePay. By providing card details, you confirm you are the authorised cardholder. Card details are not stored on our servers. All payment data is processed by Shopify in accordance with PCI DSS standards. We may request additional identity verification before processing high-value orders.

8. Order limits

We may limit order quantities and reserve the right to refuse any order without explanation. All orders are subject to stock availability at the time of acceptance.

9. Delivery

We deliver to the address provided at checkout. All orders are dispatched in secure packaging. We strongly recommend signature-on-delivery for all orders. Delivery timeframes are estimates only and may be affected by courier delays, customs processing or other factors outside our control. We are not liable for loss or damage occurring after handover to the carrier, provided we have packaged and dispatched your order with reasonable care. Risk of loss passes to you on delivery to the nominated address.

International customers are responsible for all customs duties, taxes and import charges applicable in their country. These are not included in the purchase price or delivery fee.

10. Insurance and loss in transit

We insure all shipping within Australia and recommend international orders arrange appropriate insurance for high-value purchases. We do not accept liability for loss, theft or damage after a consignment is confirmed as delivered by the carrier. Claims for loss in transit must be reported to us within 5 business days of the estimated delivery date.

11. Cancellations and changes

Ready-made orders may be cancelled within 24 hours of order confirmation, provided the item has not been dispatched. Bespoke order cancellations after design approval result in forfeiture of the deposit. To request a cancellation, contact us at concierge@hannahward.com.au.

12. Returns and exchanges

We accept change-of-mind returns within 14 days of delivery where the item is unworn, unaltered and returned in its original packaging with all certificates and documentation. The following items cannot be returned on a change-of-mind basis: earrings (for hygiene reasons); bespoke or custom pieces; and items that have been resized, engraved or otherwise altered at your request.

Return shipping is at your cost. We recommend insured, tracked postage. We accept no responsibility for items lost or damaged in return transit. Where an exchange cannot be fulfilled due to stock availability, we will issue a store credit valid for one year.

13. Jewellery care and condition

Damage arising from normal wear, accidental impact, improper storage, or exposure to chemicals including perfumes, cleaning agents and chlorine does not constitute a defect. Certificates of authenticity and gemstone grading reports accompanying your purchase form part of the product description.  Retain these documents, as they will be required to support any quality or authenticity claim.

14. Repairs, resizing and alterations

We offer a repair and resizing service at clients cost, each job will be assessed individually. Any alteration or repair carried out by a third party not authorised by us voids any warranty we extend beyond your statutory rights. We accept no responsibility for damage caused by unauthorised third party jewellers.

15. Consumer remedies

Where a product fails to meet a consumer guarantee under the Australian Consumer Law, your remedy depends on whether the failure is major or minor. For a major failure, you may reject the goods and elect a refund or replacement. For a minor failure, we may repair or replace at our election. Contact us at concierge@hannahward.com.au in the first instance. Claims must be made within a reasonable time. Wear consistent with normal use does not constitute a defect.

16. Linked sites

Our website may contain links to websites operated by third parties. Those links are provided for convenience and may not remain current or be maintained. Unless expressly stated otherwise, we do not endorse and are not responsible for the content on those linked websites and have no control over or rights in those linked websites. 

17. Intellectual property rights

Unless otherwise indicated, we own or license from third parties all rights, title and interest (including copyright, designs, patents, trademarks and other intellectual property rights) in this website and in all of the material (including all text, graphics, logos, audio and software) made available on this website (Content). 

Our jewellery designs are protected under the Copyright Act 1968 (Cth) and the Designs Act 2003 (Cth). Unauthorised reproduction or use of our designs for any commercial purpose, including manufacture, is strictly prohibited and may result in civil and criminal liability.

Your use of this website and use of and access to any Content does not grant or transfer any rights, title or interest to you in relation to this website or the Content. However we do grant you a licence to access the website and view the Content on the terms and conditions set out in this Agreement and, where applicable, as expressly authorised by us and/or our third party licensors.

Any reproduction or redistribution of this website or the Content is prohibited and may result in civil and criminal penalties. In addition, you must not copy the Content to any other server, location or support for publication, reproduction or distribution is expressly prohibited. 

All other use, copying or reproduction of this website, the Content or any part of it is prohibited, except to the extent permitted by law. 

18. No commercial use 

This website is for your personal, non-commercial use only. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, commercially exploit, create derivative works from, transfer, or sell any Content, software, products or services contained within this website. You may not use this website, or any of its Content, to further any commercial purpose, including any advertising or advertising revenue generation activity on your own website.

19. Unacceptable activity

You must not do any act that we would deem to be inappropriate, is unlawful or is prohibited by any laws applicable to our website, including but not limited to:

• any act that would constitute a breach of either the privacy (including uploading private or personal information without an individual's consent) or any other of the legal rights of individuals;

• using this website to defame or libel us, our employees or other individuals;

• uploading files that contain viruses that may cause damage to our property or the property of other individuals;

• posting or transmitting to this website any non-authorised material including, but not limited to, material that is, in our opinion, likely to cause annoyance, or which is defamatory, racist, obscene, threatening, pornographic or otherwise or which is detrimental to or in violation of our systems or a third party's systems or network security. 

If we allow you to post any information to our website, we have the right to take down this information at our sole discretion and without notice.

20. Warranties and disclaimers

To the maximum extent permitted by law, including the Australian Consumer Law, we make no warranties or representations about this website or the Content, including but not limited to warranties or representations that they will be complete, accurate or up-to-date, that access will be uninterrupted or error-free or free from viruses, or that this website will be secure.

We reserve the right to restrict, suspend or terminate without notice your access to this website, any Content, or any feature of this website at any time without notice and we will not be responsible for any loss, cost, damage or liability that may arise as a result. 

21. Liability

To the maximum extent permitted by law, including the Australian Consumer Law, our total liability to you for any claim arising out of or in connection with these Terms or your use of this website whether in contract, tort (including negligence), statute or otherwise is limited to the amount paid by you for the order giving rise to the claim. In no event will we be liable for any indirect, incidental, special or consequential loss, including loss of revenue, loss of profits, loss of data or loss of opportunity, whether or not we were advised of the possibility of such loss.

22. Jurisdiction and governing law

Your use of the website and these Terms are governed by the law of Victoria and you submit to the non-exclusive jurisdiction of the courts exercising jurisdiction in Victoria.

23. Indemnity

You indemnify us and our officers, employees and agents against all claims, losses, costs and expenses (including legal costs on a solicitor-client basis) arising from your breach of these Terms or your use of this website.

24. Disputes

If a dispute arises in connection with a purchase, contact us at concierge@hannahward.com.au within 14 days of the issue arising. We will attempt to resolve the dispute in good faith within 30 days of receiving your notice. Nothing in this clause prevents either party from seeking urgent interlocutory relief.

25. Amendments

We may amend these Terms at any time by posting a revised version on this website. Continued use of the website following publication constitutes acceptance of the revised Terms.

26. Severability

If any provision of these Terms is invalid, unenforceable or illegal, that provision is severed and the remaining Terms continue in full force.

PRIVACY POLICY

Hannah Ward ABN 53 813 651 856 (we, us, our) is committed to protecting your personal information. This Privacy Policy explains how we collect, use, store and disclose personal information in connection with our website and the sale of jewellery, including bespoke and custom-made pieces.

By providing personal information to us, you consent to its collection, use and disclosure in accordance with this Privacy Policy.

We may update this Privacy Policy from time to time by publishing a revised version on our website. We encourage you to check our website periodically.

What personal information do we collect?

We may collect the following types of personal information:

• name, mailing address, email address and telephone number;

• date of birth (where age verification is required);

• payment information, including credit card details processed securely through our payment processor;

• ring sizes, measurements and design preferences for bespoke and custom orders;

• design specifications, correspondence and approval records relating to custom commissions;

• device identifiers, IP address, browser type, pages visited and other standard web log information collected through your use of our website;

• information you provide when contacting us, completing surveys or participating in promotions; and

• any other information you choose to provide to us.

How do we collect personal information?

We collect personal information directly from you when you:

• register an account or place an order on our website;

• commission a bespoke or custom piece;

• contact us by email, telephone or through our website;

• subscribe to our mailing list or participate in a promotion or competition;

• use our website, including through cookies and similar tracking technologies; or

• correspond with us regarding an order, return, repair or complaint.

We may also collect information from third parties, including payment processors, couriers and fraud prevention services, where this is necessary to fulfil your order or protect against fraudulent activity.

Why do we collect, use and disclose personal information?

We collect, hold, use and disclose your personal information to:

• process and fulfil your orders, including bespoke commissions;

• manage your account and maintain records of your purchase history and design specifications;

• process payments and conduct fraud screening;

• arrange delivery and communicate with couriers on your behalf;

• respond to your enquiries and resolve disputes, complaints and warranty claims;

• retain bespoke order records — including measurements, design specifications and correspondence — for up to [insert period] years to facilitate future purchases and respond to quality disputes;

• send order confirmations, dispatch notifications and service communications;

• send marketing communications about our products, collections and promotions, where you have consented or where permitted by law;

• administer promotions, competitions and loyalty programmes;

• improve and optimise our website and customer experience through analytics and research;

• comply with our legal obligations, including under the Australian Consumer Law; and

• protect our rights and enforce these Terms.

We will not use or disclose your personal information for any purpose that is unrelated to the above without your consent, except as required or permitted by law.

Direct marketing

We may use your contact details to send you marketing communications about new collections, promotions and events. You may opt out at any time by:

• clicking the unsubscribe link in any marketing email; or

• contacting us at [insert contact details].

We will process opt-out requests promptly. You will continue to receive transactional communications relating to your orders and account regardless of marketing preferences.

To whom do we disclose personal information?

We may disclose your personal information to:

• our employees and contractors who require access to fulfil your order or provide customer service;

• payment processors and fraud prevention providers (including Shopify who handle card and transaction data in accordance with PCI DSS standards;

• couriers and logistics providers to facilitate delivery of your order;

• IT and website service providers who host or support our platform;

• professional advisers including lawyers and accountants;

• marketing and analytics providers, where you have consented to marketing communications;

• third parties in connection with any sale or transfer of our business or assets; and

• government agencies, regulatory bodies and law enforcement agencies as required or authorised by law.

We do not sell your personal information to third parties.

Disclosure outside Australia

Some of the third party service providers to whom we disclose personal information may be located outside Australia, including in the United States and the United Kingdom. Where we disclose personal information to overseas recipients, we take reasonable steps to ensure those recipients handle your information in a manner consistent with the Australian Privacy Principles.

By providing your personal information to us, you consent to its disclosure to overseas recipients as described in this Privacy Policy.

Cookies and website data

When you use our website, we may collect information about your device and browsing behaviour through cookies and similar technologies. This may include your IP address, browser type, pages visited, time and date of visit and referring website.

Cookies help us remember your preferences, maintain your shopping cart and analyse website traffic. You may disable cookies through your browser settings, but some features of our website may not function correctly if you do so.

Where cookies collect information that identifies you, we handle that information in accordance with this Privacy Policy.

Security

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification and disclosure. Security measures include SSL encryption of data transmitted through our website, secure hosting infrastructure, firewalls, access controls, multi-factor authentication where available, continuous security monitoring, and secure payment processing through PCI DSS-compliant payment providers. Our website is hosted on Shopify’s secure ecommerce platform, which employs industry-standard security measures designed to protect customer information and payment data.

Bespoke order records, including measurements and design specifications, are stored securely and accessible only to staff involved in the production and customer service process.

Despite these measures, no data transmission over the internet is completely secure. We cannot guarantee the absolute security of your personal information and are not liable for unauthorised access that is beyond our reasonable control.

Accessing and correcting your personal information

You may request access to the personal information we hold about you by contacting us using the details below. We will respond within a reasonable time and may need to verify your identity before providing access.

If you believe any information we hold is inaccurate, incomplete or out of date, please contact us and we will take reasonable steps to correct it.

In some circumstances we may be unable to provide access for example, where doing so would affect the privacy of another individual or where we are required by law to retain the information. Where we decline access, we will explain why.

Retention of personal information

We retain personal information for as long as necessary to fulfil the purposes for which it was collected, including to comply with legal obligations and resolve disputes. Bespoke order records are retained for [insert period] years following completion of the commission. Payment records are retained in accordance with our legal obligations under the Corporations Act 2001 (Cth) and tax legislation.

When personal information is no longer required, we will take reasonable steps to destroy or de-identify it securely.

Complaints

If you believe we have breached the Privacy Act or mishandled your personal information, please contact us using the details below. Your complaint should include your name, contact details and a clear description of the issue.

We will acknowledge your complaint within 7 business days and aim to resolve it within 7 days. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

Linked websites

Our website may contain links to third party websites. We are not responsible for the privacy practices of those websites. Their privacy policies may differ substantially from ours and we encourage you to read them before providing any personal information.

Contact us

For any questions about this Privacy Policy, to access or correct your personal information, or to make a complaint, please contact:

concierge@hannahward.com.au

Hannah Ward  +61429424747

Effective date: 22/6/26