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Do not cover everything with a single twelve-month promise. Tier by finish and wear intensity: polished unplated pieces can carry six to twelve months, rhodium or white gold plated pieces three to six months depending on thickness, gold plated around three months, stone-set pieces about six, and studs in constant sweat contact tighter still. The warranty covers manufacturing defects such as blistering or peeling plating, failed solder joints and loose settings. It does not cover normal wear, impact, chemical attack or improper care. Tiers tell customers where the boundary sits before a dispute starts.
Tarnish splits in two: gradual fading spreading from friction points is wear; blistering, sheet peeling, concentrated loss at edges or rapid base exposure within weeks is a defect. Breakage depends on the fracture: a clean break at a solder joint with porosity or lack of fusion points to process, while a stretched link that snaps with deformed ends points to force. Distortion depends on design: thin wide bands distort easily by nature, whereas a thick band twisting without cause is suspicious. Lost stones depend on the setting: a loose prong or insufficient bezel turn is process, while a deformed prong from impact is force. Decide from photos, video and batch records, not from description alone.
Repairable: resizing within two sizes, replacing a lobster or spring clasp, splicing a broken chain, re-soldering a joint, local replating, re-setting a stone, repolishing. Not worth repairing: large breaks in openwork or fine chain where many solder points weaken the result, a full row of lost stones where the setting has failed, deep corrosion or fully worn plating where the customer still expects original colour, and thin-wall pieces whose structure has already deformed. Offering two options beats refusing: quote repair price, lead time and expected result for what can be fixed, and a trade-in discount for what cannot, turning a complaint into a second sale.
Returns need three statements: window, commonly seven or fourteen days from delivery; condition, meaning unworn with tags and packaging; and who pays freight, with the seller covering both ways for defects and the buyer for change of mind. Price replacement parts separately, such as a single stud, a spare chain or extra backs, at cost plus handling, rather than giving them away; once free parts become a habit, shrinkage outruns margin. Cross-border adds time: a round trip can take three to six weeks, and the experience loss often exceeds the value, so partial refund with local disposal is usually the better structure.
A workable policy has six parts: scope and exclusions, warranty tiers and start date, complaint categories and evidence such as order number, clear photos, close-ups and video when needed, remedy options with deadlines such as first response within 48 hours and a plan within seven business days, cost and freight allocation, and an escalation path. Exclusions should be concrete, for example colour change caused by perfume, pools, hot springs or cleaners is excluded, rather than a vague human damage clause. Finally, align with consumer protection law in the target market: where a statutory return right is stronger than your terms, the terms give way.
It depends. Blistering, sheet peeling and rapid base exposure within weeks are defects; gradual fading from friction points is normal wear. Judge from photos and wear time.
Six to twelve months for unplated silver, three to six for plated, about six for stone-set, tiered by finish and wear intensity.
The seller usually covers both ways for defects, the buyer for change of mind. Partial refund with local disposal is common to avoid transit loss.
Generally no. Repair is a service after use, unless the repair itself failed or caused new damage.
