Warranty, Returns, and Exchanges
We believe in full transparency with our clients. Let's get down to the nitty gritty when it comes to the two main types of damage.
Incidental Wear and Tear: Minor damage that can occur over time. This can be classified as but is not limited to scratches and dents in metal, stone chips, missing pavé stones, loose prongs, rhodium fading, head tilting, and minor band reshaping.
Purposeful or Excessive Damage: Major damage that can occur due to improper care. Major damage can be classified as but is not limited to: severely misshapen bands, severed bands or heads, broken prongs, or damage that would require a full setting recast. Our team recommends avoiding sleeping, working out, showering or water activities, strenuous activities such as sports or manual tasks, or contact with chemicals and cleaning solutions while wearing your piece. These are the best preventable practices to keep your piece safe and secure.
Our Warranty Over Time
Phase One: 1 Year Unlimited
- All repairs are covered complimentary excluding purposeful or excessive damage.
- Phase One begins the day that the purchaser receives the piece.
Phase Two: At Cost For Life
- All repairs are covered at cost excluding purposeful or excessive damage.
- At cost means that you pay exactly what it costs for the repair to be completed, no additional fees. We are never interested in making a profit from repairs.
- Phase Two begins as soon as the unlimited warranty expires after one year.
Any work done on East West Gem Co. pieces by outside jewelers will effectively void the warranty. This is because most jewelers aren't specialized with our settings or stones, and we can never guarantee the workmanship of others. Our team is always here to help with any repair needs and are always an email away!
Our warranty is only valid to the original purchaser/owner of the piece. East West Gem Co. pieces purchased by a resale method do not have a warranty attached to the new ownership parties.
Returns and Exchanges
With our pieces, everything we do is completely custom from start to finish. Every detail is made with your personal preferences in mind, so it can't be returned or exchanged because it's made just for you. Custom, made to order pieces are classified as any item purchased directly with our design specialist team or any item purchased from the website outside of the Ready To Ship sample section.
Ready To Ship sample pieces are returnable or exchangeable as long as they are in new and unworn condition. To be eligible for this, please email firstname.lastname@example.org within 3 days of receiving your order. A 20% restocking fee will be reflected in your refund and any resizing charges paid are not refundable. Items must be unused and in their original packaging. We reserve the right to refuse any exchange or return if we believe the items are intentionally damaged or misused.