What kind of warranty and after-sales service do you offer in Olertis?
Jewelry Warranty and After-Sales Policies for Long-Term Value
Custom jewelry is always an investment meant for long-term enjoyment. Because custom jewelry is a unique item (unlike standard retail jewelry), it should have structural integrity to provide predictable long-term value. If any issues are noticed months after the delivery, it can lead to confusion about liability.
The level of trust in the United States will depend upon the terms of the custom jewelry warranty policy provided by the manufacturer that clearly defines the liability during each phase of the process. Our clear after-sales service policy ensures that your personalized jewelry purchase will be a valuable, dependable possession for many years to come.
Jewelry Warranty Coverage, Shipping Insurance, and Liability
Olertis’ warranty terms are based on objective evidence of the way the product has been used and manufactured, rather than on expectations not supported by technical evidence. All jewelry items are 100% insured to their full value while being shipped from the company to the customer. Shipping from the company to the customer is always free of charge. If the repair qualifies as a warranty service, the shipping costs will be covered by Olertis; if the repair is deemed non-warranty, the customer will be responsible for shipping the jewelry back to Olertis.
As is standard in the U.S. custom jewelry industry, no implied warranties apply unless expressly stated. This warranty is subject to the laws of the United States and applicable state law, without reference to the conflict-of-law rules of either the State of New York or any other jurisdiction.
To ensure transparency, we distinguish between three critical concepts:
- manufacturing defects (production errors),
- normal wear (expected aging of materials),
- improper use (damage from external force).
The category an issue falls into determines the level of jewelry repair warranty coverage.
Bespoke Jewelry Warranty Terms and Coverage Rules in the U.S.
The standard manufacturer warranty for jewelry term is one (1) calendar year, and Olertis follows the same warranty period as the broader industry.
There are two primary factors which determine whether a customer is eligible for a warranty claim:
- a manufacturing defect exists and is verified;
- the customer used the jewelry according to its intended use and did not subject it to any unreasonable or excessive wear and tear.
U.S. warranty practices evaluate the cause of damage, not simply the fact that damage occurred. Therefore, any damage to the jewelry caused by an external force (e.g. dropping, bending, or crushing, etc.) is subject to jewelry warranty exclusions. Olertis currently does not offer warranty extensions.
If a customer decides to start the jewelry warranty claim process, they must contact Olertis via our official support email or client portal. Typically, an initial response will be provided within 2-3 business days, stating whether the issue qualifies for additional consideration and outlining the subsequent steps needed. After receiving the jewelry for inspection, a final determination will be made within 7-10 business days. If the customer’s claim is denied, they may request a paid quote for the repair or choose to return their piece of jewelry without any service.
What a Custom Jewelry Warranty Covers Under U.S. Standards
What does a jewelry warranty cover? The Olertis warranty covers cases where issues arise without client-induced mechanical stress. Examples of such cases include stone loss without impact or deformation, spontaneous metal discoloration unrelated to exposure to chemicals, and structural failures at soldered joints which were not influenced by an external force.
These examples are generally treated as manufacturer liability under the industry standards. Olertis will:
- tighten loose prongs during warranty repairs;
- restore a tarnished metal surface;
- reattach or repair metal components that chipped due to a verified manufacturing defect;
- perform other types of warranty repairs if they result from a manufacturer’s defect.
However, due to the high value of stones over 0.5 carats and the widespread application of industry-standard warranty limitations for custom engagement ring and other bespoke jewelry warranty claims, the warranty excludes replacing stones which exceed 0.5 carats in weight due to loss.
Photographs and/or short videos of the issue from multiple angles will usually suffice for evaluation purposes. If necessary, Olertis may request the customer to ship their jewelry piece to Olertis for physical examination. Olertis may review third party evaluations; however, such opinions are advisory and not binding. The costs associated with obtaining third party independent expert opinions will be borne by the customer unless otherwise agreed upon in writing. Olertis will determine warranty coverage based on internal technical evaluations and original production documentation.
What Is Excluded from Custom Jewelry Warranty Coverage
Damage to the jewelry resulting from impact, deformation, or misuse is excluded from warranty coverage. Olertis is not financially liable for stones lost under such circumstances.
Additionally, all design elements such as size, proportions, color of gemstones, and specifications, approved by the customer before the production are final. Pursuant to the U.S. law, an approved design constitutes informed consent. Discontent with the design after completion does not establish a warranty claim.
The multi-step approval process (technical drawings, visual renderings, technical specifications) serves as a written protection mechanism for both parties. Complete loss of the jewelry is not covered by warranty as a defect or service failure cannot be evaluated; such cases fall under personal insurance. Warranty coverage does not transfer if the jewelry is given away, or sold, as the warranty applies to the original contractual relationship.
After-Sales Jewelry Services and Preventative Care Policy
During the warranty period, Olertis will provide complimentary professional polishing and cleaning. It is essential to note that complimentary care and warranty repair are two distinct concepts which are often confused by the customers. Warranty repairs address defects; after sales care focuses on appearance and routine maintenance. Professional care is provided at a reasonable frequency, generally once or twice per year; excessive requests for care may be treated as paid services.
Preventative maintenance will play a quantifiable role in maintaining bespoke jewelry. We typically recommend professional cleaning and inspection of the jewelry every six months. The standard polishing or cleaning service is generally completed within 5-10 business days after the piece is delivered to Olertis, depending on current workload and shipping time. This reflects common U.S. custom jewelry after sales standards.
After the warranty expires, we offer a 25% service discount for services including resizing, refinishing, and repair.
