At PureJewels, we take pride in the craftsmanship and quality of every piece we create. To honour this, we offer a 1-year warranty from the date of purchase, covering manufacturing defects only.
This warranty includes:
- Structural issues arising from manufacturing, such as broken clasps, faulty links or loose settings.
- Loss of stones due to defective craftsmanship (excluding accidental damage).
- Discolouration or tarnishing caused by a fault in material or workmanship (not by chemical or moisture exposure).
Please note: This warranty does not cover damage resulting from:
- Everyday wear and tear, including scratches, dents or loss of shine.
- Accidental damage, misuse or neglect (e.g. dropped jewellery, impact with hard surfaces).
- Unauthorised alterations or repairs by third parties.
- Exposure to chemicals, perfumes, cosmetics or unsuitable storage conditions.
To maintain your warranty, we advise following our care and storage guidelines, provided at the time of purchase or available via our website.
If you believe your piece has a manufacturing issue, kindly contact our team. We will review the item with care and advise on the next steps.
Where eligible, we will repair the piece at no charge or offer a suitable solution.
This policy is part of our ongoing commitment to creating jewellery that is not only beautiful but enduring.
Frequently asked questions
What does the PureJewels warranty cover?
The PureJewels warranty covers manufacturing defects to ensure your jewellery remains free from craftsmanship faults. Specifically, this coverage includes structural issues that arise from the manufacturing process, such as broken clasps, faulty links, or loose settings. It also covers the loss of stones, provided this is caused by defective craftsmanship rather than accidental impact or physical damage.
Additionally, the warranty covers discolouration or tarnishing of the metal, but only if the issue is caused by a genuine fault in the material or workmanship. Any discolouration resulting from exposure to chemicals or moisture is excluded. To maintain your coverage, you must follow the care and storage guidelines provided at purchase or on the website.
What is excluded from the warranty?
The warranty does not cover damage resulting from everyday wear and tear, which includes scratches, dents, or a natural loss of shine. It also excludes any accidental damage, misuse, or neglect, such as dropped jewellery or impact with hard surfaces. Exposure to chemicals, perfumes, cosmetics, or unsuitable storage conditions will also invalidate your coverage for any resulting tarnishing.
Furthermore, any unauthorised alterations, resizing, or repairs carried out by third parties are not covered and will void the warranty entirely. To keep your jewellery protected, you must adhere to the care and storage guidelines provided. This helps distinguish between genuine manufacturing faults and damage caused by external factors, ensuring your piece is handled correctly.
How long does the warranty coverage last?
The warranty coverage lasts for exactly one year from the original date of purchase. This twelve-month period is designed to protect your investment against any underlying manufacturing defects that may become apparent during regular, careful wear. To benefit from this coverage, you must keep your proof of purchase and adhere strictly to the recommended care guidelines.
The warranty is strictly limited to this one-year timeframe, meaning any issues arising after this period will not be covered under the complimentary repair policy. If you notice any structural faults, loose settings, or material issues within this first year, you should contact the customer service team immediately to initiate a review before the warranty expires.
What happens if I get my jewellery repaired by another jeweller?
If you have your jewellery repaired, resized, or altered by any unauthorised third party, your warranty will immediately become invalid. The warranty specifically excludes any issues arising from or following unauthorised alterations or repairs by anyone other than the original craftspeople. To keep your warranty active, you must contact the customer service team directly if you suspect a defect.
Allowing external jewellers to work on your piece can compromise its structural integrity and makes it impossible to determine if a fault was original or caused by the third-party work. Therefore, always seek advice directly from the brand before allowing anyone else to handle or modify your jewellery, ensuring the piece remains covered under the terms.
What is the process for making a warranty claim if my jewellery is damaged?
To make a warranty claim, you should begin by contacting the customer service team directly to report the issue. You will need to provide details of the damage and your purchase information so the team can initiate the assessment process. Once you have made contact, you will be advised on how to submit your piece for a careful review.
The specialist team will examine the jewellery in detail to determine whether the issue stems from a manufacturing defect or is the result of wear and tear, accidental damage, or improper storage. If your piece is found to be eligible under the warranty terms, the brand will repair the item at no charge or offer another suitable solution.