Warranty

General

With over 35 years of experience in the jewellery industry, we manufacture our jewellery with the utmost care. All our products are covered by the statutory legal guarantee of conformity.

A product must meet the expectations that a consumer may reasonably have, taking into account, among other things:

• the type of jewellery;
• the materials used;
• whether or not the product is personalised;
• the characteristics of the product;
• and normal use and maintenance.

Not all materials have the same properties. Expectations and sensitivities may therefore vary from one piece of jewellery to another.

Materials, wear and expectations

No piece of jewellery is scratch-proof

Materials such as silver, stainless steel, plated jewellery (gold-plated), stainless steel with an IP coating and gold are not scratch-proof.

Scratches and minor signs of wear may occur during normal wear, through contact with other jewellery, friction or other external influences.

Scratches and marks resulting from normal use are generally considered normal wear and tear and are not covered by the statutory legal guarantee.

Silver and stainless steel (natural metal colour)

Silver jewellery and stainless steel jewellery in their natural metal colour are generally colourfast, provided they are used and maintained correctly.

• Minor scratches may occur during normal use and are not covered by the statutory legal guarantee.
• Discolouration that does not result from use, wear or insufficient maintenance may be assessed under the statutory legal guarantee.

Gold-plated jewellery

Plated jewellery consists of a nickel-free metal alloy core, finished with a thin decorative durable coating that provides a gold-coloured appearance.

• This finishing layer is susceptible to wear and scratches
  
• With proper use and maintenance, the colour generally remains attractive for a long time.
• More information about maintenance can be found in our care instructions.
• Scratches, discolouration and wear may occur as a result of normal use, friction, external influences or insufficient maintenance. Such changes are generally considered normal wear and tear and are not covered by the statutory legal guarantee in principle. Each warranty claim is assessed based on the nature of the problem and the specific circumstances of the case.

Stainless steel with IP coating

Stainless steel with an IP coating features a wear-resistant coating that gives the jewellery a black, gold or rose-gold appearance. Although this technology is durable, the coating is not scratch-proof.

• With proper use and maintenance, the colour generally remains intact for a long time.

• Scratches, wear or fading resulting from normal use, external influences or insufficient maintenance are generally not covered by the statutory legal guarantee.

Personalised and made-to-measure jewellery

Many of our pieces of jewellery are personalised or made to measure, for example through engraving names, dates, texts, symbols or images.

• Personalised jewellery is produced based on the information provided with your order and, where applicable, the preview you have approved. 
• When the personalisation of the delivered product matches the information you provided and approved, a personal choice, such as a name, date, text or symbol, does not in itself constitute a lack of conformity.
  
• Minor variations in the positioning, depth or appearance of an engraving may be inherent to the production and engraving process and do not, in themselves, constitute a lack of conformity.
• The statutory legal guarantee does not cover the content of the personalisation, such as spelling mistakes, incorrect dates or chosen symbols, where it matches your order and the information you approved.

Once production has started, personalised jewellery can generally no longer be modified or cancelled at the customer's request. This does not affect the consumer's statutory rights in the event of a lack of conformity.

Statutory legal guarantee

As a consumer, you are entitled to the statutory legal guarantee when purchasing new goods. This guarantee applies to defects of conformity identified within two years of delivery of the product

The statutory guarantee period begins on the date the product is delivered to the consumer.

The statutory legal guarantee means that the product must conform to the contract and meet the expectations that a consumer may reasonably have.

If a lack of conformity is identified within the statutory guarantee period, it is presumed that the defect already existed at the time of delivery. If this is disputed, the seller must prove otherwise, in accordance with the applicable legal rules.

The statutory legal guarantee does not cover damage or defects resulting, for example, from:

• accidents or impacts;
• incorrect or improper use;
• use that is inconsistent with the nature or intended purpose of the product;
• normal wear and tear, such as scratches;
• failure to follow the maintenance instructions;
• wear of finishing layers or coatings resulting from normal use;
• personal choices regarding personalisation, where the delivered product matches the order and the approved information.

These examples do not affect your statutory rights as a consumer. Whether a lack of conformity exists is always assessed based on the specific circumstances of the case.

This information does not in any way limit the mandatory statutory rights of consumers. Each warranty claim is assessed in accordance with the applicable legislation and the specific circumstances of the case.

Your rights in the event of a lack of conformity

If a product does not conform to the contract, you are initially entitled, as a consumer, to free repair or replacement, provided this is possible and reasonable.

If repair or replacement is impossible or disproportionate, if we refuse to repair or replace the product, or if the applicable legal conditions are met, you may, in certain cases, be entitled to a price reduction or termination of the contract.

The statutory legal guarantee does not affect any other rights to which you are entitled under consumer protection law.

How can I submit a warranty claim?

To submit a warranty claim, you can complete our returns form.

Please include a clear description of the problem and clear photographs of the jewellery. This will help us assess your claim as thoroughly as possible.

Please also keep your proof of purchase, such as your order confirmation or invoice.

Once we have received your claim, we will contact you as soon as possible to discuss the next steps with you.

Please report any lack of conformity as soon as possible after discovering it and, in any event, within two months of discovering the defect.