Lost Designer PTY LTD
ABN 94 683 102 721
Second Hand Dealers Licence SHD-0018083

Gold Terms & Conditions

Version postal-gold-terms-20260914-v5 · Effective 14 September 2026 · Victoria, Australia

These Gold Terms apply to sellers using Lost Designer’s direct gold-purchasing service, in-store or by post. They explain how we assess metal, calculate payment and handle Stones and other components. They are separate from our consignment Seller Terms.

Read them before authorising assessment. Our Privacy Policy also applies to the handling of your information. The version you expressly accept applies to your transaction.

Important before you send or authorise testing

We buy assessed gold metal value. Stones, pearls and other non-gold components receive no separate payment.
Testing and removal can permanently alter your jewellery. Methods may include cutting, filing, scratching, acid testing and removing Stones with tools.
Removed Stones and pearls are not returned. They may be disposed of when lawful. Larger removable Stones or pearls are taken out before weighing where practical; smaller or embedded materials may receive an estimated weight deduction.
Postal rates lock on arrival. The outbound postage label is provided at no charge, no postage amount is deducted from a postal sale, and there is no routine second offer-acceptance step before payment.
Rejected non-qualifying postal Items may be returned on request for $75 AUD. This charge is for return postage and processing and is separately payable before return dispatch. It does not include the outbound postage label, which is provided at no charge. Genuine qualifying gold is not eligible for a voluntary change-of-mind return. Section 13 explains the policy; mandatory legal rights remain available.
Do not use this service if you want the jewellery kept intact or the Stones returned. Contact us before sending. All testing, removal and disposal remain subject to mandatory holding periods and other legal restrictions.

Company nameLost Designer PTY LTD

ABN94 683 102 721

Second Hand Dealers LicenceSHD-0018083

Registered office428E Toorak Rd, Toorak VIC 3142

01Definitions

Company, Lost Designer, we, us or our: Lost Designer PTY LTD, ABN 94 683 102 721, Second Hand Dealers Licence SHD-0018083, of 428E Toorak Rd, Toorak VIC 3142.
Seller, you or your: The person who owns the Items, or has lawful authority from their owner, and supplies them to us for assessment and direct purchase.
Gold Service: Our assessment and direct purchase of eligible gold Items, either at the boutique or through Postal Gold. This is a sale to Lost Designer, not a consignment, loan or pawnbroking arrangement.
Item or Items: Everything supplied with a gold sale: jewellery, pieces, fragments, clasps, settings, Stones and other attached or enclosed materials. Referring to something as an Item does not mean that all of its components have a payable gold value.
Gold: The chemical element gold (Au), including gold present in an alloy. A gold-coloured object, hallmark or seller description alone does not establish its gold content.
Gold alloy: Metal containing gold mixed with other elements, such as silver, copper, zinc, nickel or palladium. White, yellow and rose gold can have different alloy compositions at the same gold purity.
Purity or fineness: The assessed proportion of gold in the metal, expressed as a percentage, parts per thousand or karats. For example, 75% or 750 fineness corresponds to 18 karat gold. Testing and construction, rather than a hallmark alone, determine the assessment.
Karat (K, kt or ct for gold): A measure of gold purity out of 24 parts. It is different from the carat used as a unit of gemstone weight. A description such as 18ct gold refers to purity, not the weight of a stone.
Carat (gemstone weight): A unit of mass used for gemstones: one metric carat equals 0.2 grams. A stone’s carat weight is not its value and does not form part of payable gold weight.
Stones: A collective term for non-metal decorative or gem materials in or with an Item, whether natural, laboratory-grown, treated, imitation or of uncertain origin. It includes diamonds, coloured gemstones, pearls, beads, crystals, glass, cubic zirconia, moissanite, shell, coral, amber and similar inserts or ornaments. The term does not imply that a material is natural, precious, authenticated or valuable.
Gemstones: Natural or manufactured materials cut, polished, set or otherwise used as gems. Examples include diamond, ruby, sapphire, emerald, opal, quartz and their laboratory-grown or imitation alternatives. Gemstone quality, origin and resale value are not assessed or paid for under the standard Gold Service.
Diamonds: Natural or laboratory-grown diamond material, including loose or set stones and small accent stones. Diamonds are excluded from payable gold weight and receive no separate payment under this service, regardless of apparent size or quality.
Pearls: Natural, cultured or imitation pearls, including whole pearls, pearl beads and pearl-like decorative materials. They are treated as Stones for removal, deduction and disposal under these Terms.
Natural Stones: Gem materials formed in nature. Natural origin does not establish quality, value or whether a Stone has been treated. We do not undertake an origin assessment as part of this service.
Treated Stones: Natural or manufactured gem materials that have been changed to affect appearance or durability, for example by heating, dyeing, coating, filling or impregnation. Treatment does not make their weight payable as gold.
Synthetic or laboratory-grown Stones: Gem materials manufactured with substantially the same chemical composition and crystal structure as their natural counterpart, such as laboratory-grown diamonds, rubies or sapphires. These are distinct from imitation materials. We do not promise to identify origin or growth method.
Imitation Stones or simulants: Materials used to resemble another gem without necessarily having its composition or properties, such as glass or cubic zirconia used to imitate diamond. Appearance alone does not establish what a Stone is.
Settings, mounts and findings: The structures and connecting parts of jewellery, including claws, prongs, bezels, baskets, clasps, posts and jump rings. A setting may contain payable gold even though the Stone it holds does not. Each part is assessed according to its composition.
Gold-plated, gold-filled or rolled-gold Items: Items with a layer of gold over a different base material. Gold-filled and rolled-gold construction generally involves a bonded gold layer; gold plating is a surface coating. These descriptions do not mean the whole Item is solid gold, and the total Item weight cannot be priced as though it were all a gold alloy of the surface purity.
Hallmark or stamp: A mark or inscription that may indicate claimed purity, maker or origin, such as 375, 585 or 750. A mark may be incorrect, altered or apply only to one component; it does not replace testing.
Other non-gold components: Materials that do not contribute to the gold alloy weight being purchased, such as steel springs, non-gold pins, watch movements, thread, cord, resin, enamel, glue, dirt, fillings and non-gold inserts. Gold-containing solder and mixed metal components are assessed according to their actual composition; they are not automatically assumed to have the same purity as the main piece.
Gross weight: The weight of an Item as weighed before separately removing or deducting Stones and other non-payable components. It may include materials that receive no payment.
Tare: The weight of a container, tray or packaging excluded from a weighing result so that it does not increase the measured Item weight.
Removed components: Stones, pearls or other non-payable parts physically separated from an Item during an authorised assessment. Removal may involve opening, bending, cutting or breaking settings or using pliers or other tools.
Estimated non-gold deduction: A reasonable estimated weight allowance for Stones or other non-payable materials that remain attached or cannot practically be weighed separately. It may use size, quantity, type, construction and professional judgement. It is an estimate, not a separately measured stone weight or a gemstone valuation.
Payable metal weight or assessed gold weight: The weight, in grams, of the gold-bearing metal used in the price calculation after removal and/or deduction of non-payable materials. For an alloy, this is the weight of the assessed alloy at its stated purity; it is not necessarily the weight of chemically pure gold.
Fine gold content: The theoretical pure-gold mass calculated by multiplying payable metal weight by assessed gold purity. It is distinct from the alloy weight. A per-gram rate already specified for that purity is applied to the alloy weight without deducting purity a second time.
Trade-approved and verified scale: A weighing instrument of an approved pattern that has been verified for trade use under Australian trade-measurement requirements. Routine checks or calibration alone are not the same as statutory pattern approval and verification.
XRF testing: X-ray fluorescence testing: an instrumental method that measures elemental composition at the tested surface or near-surface area. It assists assessment of gold purity and other metals; it is not a guarantee that every part or the interior of an Item has the same composition.
Acid testing: Testing that assesses a metal’s reaction to a test solution, including testing material rubbed onto a test stone or exposed on the Item. Preparation, rubbing or contact with chemicals can mark or alter an Item.
Destructive or invasive testing: Any assessment step that can permanently change an Item, including filing, scratching, cutting, opening, piercing, scraping, acid testing, sampling and removing Stones or other components. Damage may affect settings, finish, appearance, strength and the ability to wear or reassemble the Item.
Assessment: Our combined examination of weight, composition, purity and construction using appropriate tests and observations. An Assessment is for a direct metal purchase; it is not a retail jewellery appraisal, insurance valuation or independent laboratory certificate.
Postal Gold: The Gold Service in which an Australian seller requests a postage label and sends eligible Items to our boutique for assessment and purchase.
Arrival and arrival rate: Arrival is receipt of the parcel at our boutique as recorded against the Postal Gold request. The arrival rate is the postal buying rate recorded for that arrival, not the rate when the form was submitted, the label issued or the parcel lodged. A carrier tracking event is not itself our completed Assessment.
Buying rate: Our Australian-dollar rate per gram for a particular assessed gold purity and sales channel. It is a purchase rate, not the international spot price, a retail jewellery price or a promise to pay for non-gold components.
Gold value: The sum of each assessed piece’s payable metal weight multiplied by the applicable buying rate for its assessed purity.
Outbound postage label: The postage label we provide for an eligible Postal Gold request. It is provided at no charge; no amount is deducted from Gold value or Payout for the label. It is separate from the Rejected-item return charge in section 13.
Payout: The amount payable to the seller for qualifying gold. For an ordinary postal sale, Payout equals Gold value, with no outbound postage deduction.
Business day: A day other than a Saturday, Sunday or public holiday in Victoria. Bank processing days and the boutique’s opening hours may differ.
Required holding period: Any period during which law requires us to retain second-hand goods, preserve their form, record their location or comply with a police direction. A contractual authority to test, buy or dispose does not override those obligations.
Receipt and purchase record: The record of the completed purchase, including assessed pieces, weights, purity, applied rates, Gold value, Payout and payment reference. Internal records may also contain identity details, testing notes or images that do not appear on the customer copy.
These Terms: This version of the Gold Terms & Conditions, together with the transaction-specific details and any changes expressly agreed with you. General consignment commission, listing and holding-period terms do not apply to this direct purchase.
Qualifying gold: Gold-bearing metal that our assessment finds eligible for purchase under the Gold Service at its assessed purity and payable metal weight. Qualifying gold may be broken or have a lower purity than expected. An inaccurate hallmark or disappointing price does not by itself make genuine qualifying gold a rejected non-qualifying Item.
Rejected non-qualifying Items: Items we decline because they are assessed as non-gold, imitation or fake gold, gold-plated, gold-filled, rolled-gold or otherwise do not meet the Gold Service’s metal-composition requirements. A plated or filled Item may contain some gold without qualifying for this service. This term does not include qualifying gold merely awaiting payment, identity checks or resolution of a pricing query.
Rejected-item return charge: For a voluntary postal return under section 13, a charge of $75 AUD for return postage and processing. It is payable separately before return dispatch, whether or not a qualifying-gold payout applies. It does not include the outbound postage label, which is provided at no charge. This is distinct from a statutory remedy and is not a fee for returning each separate piece.

02Eligibility, ownership & seller obligations

Eligibility

You must be at least 18 years old, able to enter a binding agreement, and the lawful owner of the Items or authorised to sell them. Postal Gold is available for Australian sending addresses. We may request evidence of ownership or authority and decline or hold a transaction where we cannot lawfully or reasonably proceed.

Accurate information

Give accurate contact, address and payment details. Disclose known plating, filling, non-gold parts, repairs, alterations and any uncertainty about ownership or composition. Tell us about valuable or sentimental Stones before sending or presenting Items. Do not send stolen goods, hazardous materials, batteries or unrelated items.

Identity and records

You must provide the identification and information required for a lawful second-hand purchase. We may ask for further evidence and make required records or reports. Providing a document number does not prevent us requesting additional identity or ownership checks. We may withhold completion while a legal restriction or unresolved ownership issue applies.

03Scope of purchase & excluded value

Metal purchase only

Unless we separately agree in writing before assessment, this service purchases assessed gold metal value only. We do not pay retail replacement value, original purchase price, brand premiums, craftsmanship, sentimental value or the separate value of Stones, pearls, settings as jewellery or presentation packaging.

Stone-set and special Items

Do not use this service for jewellery if you want its Stones returned, want to preserve it intact or expect a gemstone or designer-jewellery valuation. Arrange removal by your own jeweller before sending, or contact us to discuss an appropriate alternative. Any separate agreement must identify the Items and different arrangements; a note in a parcel is not confirmation that we have accepted different terms.

Acceptance of Items

We may decline Items assessed as non-gold, imitation or fake gold, gold-plated, gold-filled, rolled-gold or otherwise non-qualifying for our gold-purchasing service. We may also pause or decline a transaction for safety, ownership, legal, transport or insufficient-value reasons. We will explain a rejection or unresolved issue; we do not treat every uncompleted purchase as fake gold. Bullion and unusually valuable parcels require prior approval of the service and transport arrangements. The voluntary return policy and disclosed charges for rejected non-qualifying postal Items are set out in section 13. We do not create an automatic debt or dispose of an uncompleted parcel merely because we reject an Item or a purchase is not completed.

04Weighing & trade-measurement practices

Trade weighing

We use trade-approved, verified scales for weights used in buying gold by weight. We weigh in grams using an instrument appropriate for the trade measurement. Packaging and weighing containers are excluded by removal or tare. The weight and display precision are limited by the instrument; an extra displayed decimal place is not a promise of extra measurement accuracy.

Weight used for payment

Where practical, larger Stones, pearls and other removable non-payable components are taken out first and the remaining metal is weighed. Where components remain attached or separate weighing is impractical, we make an estimated non-gold deduction as explained in section 05. We may assess different pieces or components separately where their purity differs.

Weight statement

The purchase receipt records the assessed payable weight and purity used for each piece. For postal purchases this provides the written weight information used to calculate payment. You may ask us to explain the weighing method and any estimated allowance; gross weight and stone deductions should not be confused with the payable metal weight.

05Stones, pearls & non-gold deductions

Physical removal

Where size and construction make it practical, we remove larger Stones or pearls with pliers or other suitable tools, or by opening or cutting the setting, and then weigh the remaining metal. Removal can break a Stone or pearl, damage a setting or prevent the Item being worn or reassembled. We do not undertake restoration or jewellery repair as part of this service.

Estimated deductions

For small, embedded or difficult-to-remove Stones and other non-payable components, we use a reasonable estimated or average weight allowance informed by their apparent size, number, material and the Item’s construction. Different Stone types have different densities; visual estimation has limitations. The allowance is deducted from the weight used for payment. It is not a certified carat weight, valuation or guarantee of exact Stone mass.

Avoiding duplicate deductions

If a Stone or pearl has already been removed before the remaining metal is weighed, we do not deduct its weight again from that remaining-metal measurement. An estimated allowance applies only to non-payable material still included in the measured weight. A weight allowance reduces payable metal weight; it is not a postage or service fee.

No Stone payment or return

Stones and pearls receive no separate payment under the standard Gold Service. By expressly authorising this process, you authorise removed Stones, pearls and other non-payable components to be discarded when lawful. We do not sort, value, package or return them. Once disposed of, they cannot be recovered. This applies whether a Stone is natural, laboratory-grown, imitation, valuable or of unknown value.

Before giving consent

If you want any Stone or pearl kept or returned, do not send or authorise assessment of the Item under this service. Remove it through your own jeweller first or obtain our express written agreement to a different service before we begin. Any required holding period or police restriction takes priority over removal or disposal.

06Purity assessment, XRF & other testing

Assessment methods

We use XRF testing and may use visual inspection, hallmark checks, magnets, weighing, acid tests, test-stone rubs, filing, scratching, cutting, opening or other appropriate examination methods to assess metal composition and construction. The combination depends on the Item and the consistency of the results. We do not promise that every listed test will be used on every Item.

XRF limitations

XRF analyses the areas reached by the measurement. Plating, coatings, solder, surface contamination, hollow construction and mixed components may affect interpretation. A reading from one area may not represent the whole Item. We may take readings at several locations or expose underlying metal where lawfully permitted and within your testing consent. XRF is not, by itself, an unconditional guarantee against every plated or filled Item.

Hallmarks and mixed purity

Hallmarks and your description are useful starting information, not conclusive proof of purity. The assessed purity may differ from a stamp or expectation. Where parts have different composition, we may assess them separately or use a supported assessment appropriate to the metal being purchased. Nonstandard purity and any specifically agreed applied rate are recorded in the purchase assessment.

Destructive testing consent

Testing and preparation can permanently alter your Item through cuts, scratches, marks, chemical effects, removed material or damaged settings. By expressly agreeing to these Gold Terms before submitting or authorising assessment, you accept the testing, Stone removal and disposal provisions and permit the appropriate disclosed methods. The postal form records this through its single Gold Terms agreement checkbox. This is not a promise that Items can be returned intact. We will not perform an alteration that is prohibited during a required holding period or by another legal restriction.

Reasonable care and questions

We carry out assessment with reasonable care. Your consent to a disclosed testing consequence does not exclude liability or remedies that the law does not allow us to exclude. If results are inconsistent or we cannot reasonably complete an assessment, we may place the request on hold and contact you. You can ask for an explanation of the recorded weight, purity and applied rate.

07Buying rates, estimates & calculation

Displayed estimates

Website rates and calculators provide information for the indicated channel and time. Calculator results depend on the weight and purity entered and are estimates until we assess the Items. Gold prices move, and our buying rates may differ from spot prices, other buyers’ rates and retail jewellery values.

Postal arrival rate

For Postal Gold, the applicable postal rates are recorded when the parcel arrives at our boutique. Requesting a label or lodging a parcel does not lock a rate. Later market movement does not itself replace the recorded arrival rate. The final purity and payable metal weight still depend on assessment. In-store rates are separate and are confirmed for the in-store transaction.

Nonstandard purity and agreed rates

Where the assessed purity falls outside a listed preset, the rate is derived consistently from the recorded arrival-rate information, or a specific alternative rate is agreed and recorded. Any change to the pricing basis that requires your agreement must be explained before purchase completion.

Calculation example

If an Item weighs 20 grams including an estimated 2 grams of non-payable material, its payable metal weight is 18 grams. At an assessed 18ct buying rate of $60 per gram, its Gold value is $1,080. For a postal sale, the Payout is also $1,080 because no outbound postage deduction applies. The 18ct rate already reflects purity: the 18 grams is not reduced by another 25% before applying that rate. This is an illustration, not a current quote.

Rounding and insufficient value

Piece values and the final payment are recorded in Australian dollars and cents. Rounding may cause small differences from an informal calculator estimate. If value is insufficient to complete an ordinary postal purchase, or an error or uncertainty prevents a reliable calculation, we contact you about a lawful resolution. This does not by itself classify genuine gold as a rejected non-qualifying Item or trigger the rejected-item return charge. Silence is not agreement to new fees.

08Postal requests, packing & transport

Request and label

Complete the postage-label request with your Australian address, contact details and an accurate description. Photos are optional. Wait for the emailed label and packing instructions; requesting a label does not commit us to accept every Item or provide unlimited transit cover. The outbound postage label is provided at no charge and no amount is deducted from a completed gold payout for it. Section 13 explains the separate $75 return postage and processing charge that applies only if you request a voluntary return of rejected non-qualifying Items.

Packing and records

Wrap pieces separately, secure them in a sturdy discreet box, fill empty space and seal carefully. Follow the carrier’s restrictions and the supplied label instructions. Keep a description and photographs of the contents, tracking details and your lodgement receipt. Do not place identity-document copies or bank details loose in the parcel unless we specifically request an appropriate secure process.

Carrier and cover

Transit arrangements and cover depend on the carrier, contents, declared value and applicable policy. Do not assume a standard label insures jewellery, precious metal, bullion or every value. Ask us to confirm suitable arrangements and any applicable cover before sending high-value Items. We will assist with a reported transit issue and relevant records, but do not promise a carrier or insurer will accept every claim.

Delays or missing parcels

Tracking and delivery estimates are supplied by third parties and may be delayed or incorrect. Contact us promptly if the parcel is missing or appears damaged and retain the evidence needed to investigate. Nothing here removes liability or statutory rights that cannot lawfully be excluded.

09Postal purchase authority & payout

Direct purchase authority

By submitting the request, expressly accepting these Terms, including their testing, Stone removal and disposal provisions, and sending the Items, you authorise assessment and direct purchase of qualifying gold on the disclosed arrival-rate basis. There is no routine later offer-acceptance step before payment. Genuine qualifying gold sent under this authority is not eligible for a voluntary change-of-mind return, whether before or after payment; the rejected-item return policy in section 13 does not apply to it. Any right or remedy required by law remains available. If you require separate quote approval before purchase or want the jewellery preserved, contact us before using Postal Gold.

No outbound postage deduction

The outbound postage label is provided at no charge, regardless of the number of pieces. We do not deduct any amount for that label from Gold value or Payout or collect it as a separate payment. This does not affect the separate $75 return postage and processing charge in section 13, which applies only if you request a voluntary return of rejected non-qualifying Items.

Different arrangements

The $75 return postage and processing charge in section 13 applies only when you request the voluntary postal return of rejected non-qualifying Items. Any other additional service, exceptional transport cost or different pricing arrangement must be explained and agreed where required before it is incurred. These Terms do not introduce consignment commissions, early-release fees, authentication penalties or automatic disposal fees. A charge is not imposed where doing so would conflict with a remedy or obligation required by law.

10In-store purchases

Assessment and agreement

For an in-store sale, we explain the assessment and any invasive testing or Stone removal before seeking your consent. The buying rate and Payout are confirmed at the boutique. You decide whether to sell on that basis; the postal arrival-rate mechanism does not apply to an in-store purchase.

Testing and legal requirements

The same distinctions between metal value and Stones, testing limitations, identity requirements and legal holding obligations apply. Do not authorise removal or testing if you want the Item intact or its Stones returned. A different arrangement must be expressly agreed before the work begins.

11Payment, ownership & purchase records

Payment details

For postal purchases, we send a secure link after arrival for the required seller and payment details. Provide an account or PayID you are entitled to use and check it carefully. Do not send full bank or identity details through ordinary email or the initial description. Contact us promptly through the published contact details if payment instructions need correction.

Payment timing

Payment is arranged after the saved assessment and required seller/payment information are complete and any necessary legal or operational checks are resolved. We record the actual completed bank or PayID transfer and send a receipt. The time a payment is sent is different from the time your bank makes it available; processing times, outages and fraud checks may cause delays. We do not promise an instant bank credit.

Ownership and lawful handling

Ownership of purchased metal passes to us on completion of the purchase and payment, subject to any different express agreement and applicable law. Lawfully authorised pre-purchase testing or Stone disposal is governed by sections 05 and 06. A completed purchase does not remove statutory retention duties. After any required retention, purchased metal may be sold, combined or refined and may no longer be recoverable as its original Item.

Receipt and photos

The itemised customer receipt records the assessed pieces, payable weights, purity, rates, Gold value, Payout and payment reference. Assessment records may include XRF images, scale photos and other evidence. A customer receipt may include relevant selected images, but does not necessarily contain every internal assessment record. The customer copy does not include stored bank account or identity-document numbers.

Payment errors and tax

If you believe payment is missing or incorrect, contact us with the purchase reference so we can investigate. We do not charge an undisclosed withdrawal fee. Your own bank charges and any tax obligations arising from your circumstances are your responsibility to determine; these Terms do not provide personal tax advice.

12Holding periods, security & legal restrictions

Required retention

Where Victorian second-hand dealer law requires it, goods must be held for the required period, generally seven days after receipt, in the required form and with location records. Any applicable exemption or police direction must be assessed under the law. Jewellery is not automatically exempt merely because it is described as scrap gold or is intended for refining.

Priority over testing and disposal

We will not cut, alter, dispose of or otherwise deal with goods in a way prohibited by a required holding period, ownership restriction or police direction. These legal duties take priority over your testing consent and our ordinary purchase process. Payment and the lawful timing of physical alteration or disposal are separate matters.

Security and investigations

We maintain appropriate handling and access controls for Items and purchase records. We may pause completion, request information, retain relevant records or notify authorities where required or reasonably necessary to investigate suspected stolen goods, fraud or an ownership dispute. No clause authorises unlawful confiscation or automatic forfeiture.

13Rejected Items, voluntary returns & uncompleted purchases

Before posting

Contact us before posting if you want to cancel an unused request or need different assessment arrangements. Once you send qualifying gold under section 09, there is no routine second approval or voluntary change-of-mind return. A request to stop cannot reverse authorised testing or disposal that has already lawfully occurred. Any mandatory right to cancel or obtain another remedy is preserved.

Return eligibility

You may request a voluntary return only of rejected non-qualifying Items, including Items we decline as non-gold, imitation or fake gold, gold-plated, gold-filled or rolled-gold. Genuine qualifying gold submitted under the automatic assessment-and-purchase authority is not eligible for this voluntary return, before or after payment. A disagreement about price, a lower-than-expected purity or a change of mind does not by itself make qualifying gold a rejected Item. You may still raise an assessment concern or exercise a right required by law.

Return charge and payment

For a requested voluntary return of rejected non-qualifying postal Items, the charge is $75 AUD for return postage and processing. The $75 is separately payable before dispatch, whether or not a qualifying-gold payout applies. We confirm the rejected Items, return address and outstanding charge with you. The charge is for one combined return under the postal request, not for each rejected piece. It applies when you request this return service and is not automatically charged merely because we reject an Item. It does not include the outbound postage label, which is provided at no charge. The return charge does not apply automatically to an in-store assessment.

No outbound-label component

The $75 return charge consists only of return postage and processing. It does not include an initial or outbound postage-label charge, and no amount is collected from or credited against a qualifying-gold Payout for outbound postage. Whether the parcel contains qualifying gold does not change the $75 return charge.

Mixed parcels

We may purchase qualifying gold from a parcel and reject other pieces. The qualifying gold continues through the automatic assessment-and-payment process. A voluntary return request covers only the rejected non-qualifying pieces and does not cancel the qualifying-gold purchase. We identify the rejected pieces and separately collect the $75 return postage and processing charge before dispatch of those pieces. We will not describe qualifying gold as rejected merely to apply a return fee.

Condition, Stones and lawful release

An eligible return is of the remaining rejected Item in its condition after authorised assessment. It may have been cut, filed, scratched, acid-tested, opened or otherwise permanently altered. Removed Stones, pearls and other non-payable components are not returned under sections 05 and 06 and may already have been lawfully disposed of; the return charge does not purchase repair, reassembly or restoration. Payment of the return charge does not override a required holding period, police direction, ownership dispute or other legal restriction. We dispatch only when lawful.

Other holds and statutory remedies

If a purchase cannot be completed for reasons such as identity, ownership, safety, insufficient value or a legal restriction, we contact you about a lawful resolution. Those circumstances do not automatically trigger the rejected-item return policy or its fees. This voluntary policy does not limit a return, cancellation, refund, compensation or other remedy required by law, including for an unauthorised act or our breach. We do not make payment of $75 a condition of a remedy where the law requires us to provide it without that charge. Concerns about assessment or payment may be raised under section 15.

Completed purchases and uncollected goods

There is no promised voluntary change-of-mind buy-back of qualifying metal already purchased. Do not assume the original Item can be recovered after lawful combining, sale or refining; any remedy required by law remains available. We use a lawful process for uncollected goods and unresolved ownership disputes. Rejection, unpaid return charges or a failure to reply do not automatically transfer ownership to us, create a 30-day forfeiture or authorise unlawful destruction.

14Privacy, communications & records

Use of information

We collect and use contact, identification, ownership, testing and payment information to operate the Gold Service, make payments, maintain required records, resolve issues and meet legal obligations. Our Privacy Policy explains the applicable handling of personal information.

Access and disclosure

Access to sensitive records is restricted to authorised purposes. We may use service providers for hosting, secure storage, email, payments and transport and may disclose information where required by law or to address a legitimate investigation. We do not promise absolute secrecy where disclosure is legally required.

Communications

Keep your contact details current and check spam folders for label, secure-details and receipt emails. An email marked sent does not guarantee inbox delivery. If a link expires or you suspect a fraudulent message, contact us through the published telephone number. We retain transaction and consent records as required; a request to delete information may be limited by legal recordkeeping duties.

15Complaints, corrections & statutory rights

Raise an issue

Contact us with the request or purchase reference and describe the concern, such as weight, estimated Stone deduction, purity, pricing, payment or handling. We will review available records and explain the outcome. Supplying photos or another test report may assist, although testing methods and sample locations can differ.

Rights preserved

Nothing in these Terms excludes, restricts or modifies a right, guarantee, remedy or liability that cannot lawfully be excluded under Australian law. Where the Australian Consumer Law or another law applies, it takes priority over inconsistent wording. Authorising disclosed testing consequences is not a blanket release for negligence, misleading conduct or unauthorised damage.

Fair resolution

We seek to resolve concerns directly and fairly. You may seek independent advice or contact Consumer Affairs Victoria or another appropriate authority. These Terms do not prohibit honest reviews, lawful complaints or access to a court or tribunal. We do not impose an unlimited indemnity or declare our own assessment incapable of review.

16Governing law, versions & interpretation

Governing law

These Terms are governed by the applicable laws of Victoria and Australia. Disputes may be brought before a court or tribunal with jurisdiction; this does not remove any non-excludable right to use another competent forum.

Prospective changes

The version you expressly accept applies to your request. Later website changes do not retrospectively authorise additional destructive testing, Stone disposal, fees or pricing changes for an existing request. A material change to an existing arrangement requires any consent required by law. We keep the accepted version reference with postal submissions.

Related policies and priority

The Privacy Policy applies to personal information. General shopping or consignment terms apply only to the different services they describe and do not import commissions, listing periods or retail return rules into a direct gold purchase. Transaction-specific written terms prevail over a general clause to the extent lawfully agreed.

Interpretation

Amounts are in Australian dollars unless stated otherwise. Examples explain a method and are not current quotes. Headings aid navigation. If a provision is unenforceable, the remaining lawful provisions continue to apply. A failure to enforce a right immediately does not necessarily waive it. No provision overrides mandatory law.

17Contact Lost Designer

Gold enquiries

Lost Designer PTY LTD · ABN 94 683 102 721 · Second Hand Dealers Licence SHD-0018083. Address: 428E Toorak Rd, Toorak VIC 3142. Telephone: (03) 9522 9884. Email: gold@lostdesigner.com.au. General enquiries: enquiries@lostdesigner.com.au.

Before you send

If you are unsure about the value of a Stone, want Stones returned, need an Item kept intact, require a separate offer before sale or have questions about a high-value parcel, contact us before requesting assessment or posting the Items.