Warranty

Our jewellery is covered by a 180-day warranty from the date of receipt, providing protection against manufacturing defects and limited coverage for accidental damages within the first 30 days. This warranty applies to all House of Carats jewellery, including items from our genuine pearl collection and those made with 925 Sterling Silver or brass-based materials. The warranty ensures repair or replacement of defective items, provided the claim adheres to the terms outlined in this policy.

Manufacturing defects refer to issues with the structural integrity of the jewellery, such as loose or uneven settings, missing stones, or components damaged during transit. Items that are misshapen or broken upon receipt, such as separated ring bands, broken earring posts, or clasps damaged in transit, are eligible for repair or replacement under the warranty. However, any claim for defects must be supported by photographic evidence and reported to us within the warranty period. Claims made after the 180-day period will not be accepted under the warranty.

The warranty also covers accidental damage caused by one-off negligence during the first 30 days after receipt. This includes incidents such as discolouration or fading caused by accidental exposure to chemicals, broken clasps, or dropped stones. However, the warranty does not extend to issues caused by improper handling, such as forcibly removing tags or overstretching adjustable rings, or by normal wear and tear. Customers are expected to take proper care of their jewellery and follow our Care Guide to ensure longevity.

Items damaged due to normal usage, such as dents, nicks, scratches, or plating wear-off, are not covered under the warranty. Additionally, discolouration or tarnish caused by exposure to water, chemicals, or improper storage is excluded. Any repairs or modifications conducted by third parties outside of House of Carats will void the warranty. Natural irregularities in pearls are not considered defects and are excluded from coverage.

The warranty allows for one free replacement per order, and it is not applicable to free items or replacements. For claims made after the 180-day period, a replacement may be purchased for a fee of £13.95, subject to availability. All claims must comply with the terms outlined in this policy, and any non-compliance may result in the denial of the claim.