Repair policy
At AITCHES, we take pride in the craftsmanship of our fine jewelry. To maintain its quality and integrity, our repair services are exclusively available for pieces purchased directly from our official website, www.aitchesjewelry.com.
Please download our Repair Request Form at the end of the policy. By submitting your item(s) for repair, you agree to our Repair Policy and Terms of Service. Our repair services are subject to the following conditions:
Repairs & Warranty
Complimentary repairs are only available for jewelry purchased within six months from our official website at www.aitchesjewelry.com.
You are responsible for the insured shipping fee unless complimentary shipping is offered at our discretion.
You must disclose all prior modifications or damages before sending items for servicing.
Any third-party modifications, wear and tear, or accidental damage will effectively void eligibility for complimentary repairs.
You are responsible for the item(s) until they arrive at our office. We are not liable for any loss, theft, or damage during return transit.
Eligibility for Repair
We only repair jewelry that was originally purchased from our official website at www.aitchesjewelry.com.
Jewelry purchased from any third-party partners or retailers is not eligible for complimentary repairs.
We do not repair jewelry that has been altered, resized, or repaired by third-party jewelers.
Any such modifications void any warranty or complimentary repair services.
You must disclose any previous third-party modifications, accidental damage, or wear and tear prior to sending the item for repair.
If we discover undisclosed third-party modifications, wear and tear, or accidental damage after completing the repair, you will be responsible for all repair and insured shipping costs.
Repair Costs & Payment Terms
Repair costs vary based on the complexity of the service required. The following pricing provides a general guideline, but final costs may differ and will be assessed on a case-by-case basis:
Silver repairs start at €50.
Gold repairs start at €90.
Side stone settings start at €30 per piece.
Centre stone settings start at €100 per piece.
Polishing is available for an additional fee.
If your jewelry has been modified by a third-party jeweler, subjected to excessive wear and tear, or has accidental damage, you are responsible for the full repair cost and insured shipping.
If you originally sent the jewelry for a complimentary repair but undisclosed third-party modifications, wear and tear, or accidental damage are discovered post-repair, the complimentary repair offer is void, and you must pay the repair and insured shipping costs.
We reserve the right to withhold the repaired jewelry until full payment for repair and insured shipping has been received.
Withholding of Jewelry & Storage Fees
If you fail to pay for the repair and shipping after completion, the jewelry will remain withheld until full payment is received.
If payment is not received within fourteen business days of the repair’s completion, a storage fee of €5 per day will be applied from the fifteenth business day.
If the outstanding balance, including storage fees, remains unpaid for sixty days, We may pursue legal action or engage a debt collection agency to recover the owed amount, including any associated fees.
Abandonment of Jewelry Due to Non-Payment
If payment for the repair and any applicable storage fees are not received within six months from the date of repair completion, the jewelry will be considered abandoned.
We reserve the right to take ownership of the abandoned jewelry and may, at our discretion:
Resell, repurpose, or dispose of the jewelry to recover the unpaid balance.
Take legal action to recover any remaining unpaid amounts.
You forfeit any claims to the jewelry once it is deemed abandoned.
Additional Repair Guidelines
Repair timeframes vary based on complexity. We will provide an estimated timeline, but exact turnaround times cannot be guaranteed.
We do not cover the cost of replacing lost or damaged stones unless the loss was directly caused by our repair work.
No refunds or exchanges will be issued once a repair request has been confirmed.
All repaired jewelry undergoes a thorough quality inspection before being returned to you.
Complimentary guarantee coverage is only provided if the issue is determined to be the result of a manufacturing defect or an error in our repair process.
We reserve the right to refuse repairs if the jewelry is deemed too fragile, structurally compromised, or at risk of further damage.
Requesting a Repair
You must contact our customer care team with a description of the repair needed, including any prior modifications, wear and tear, or accidental damage.
We will provide an estimated repair cost after initial assessment.
You must securely package and insure your jewelry before shipping it to us.
Once received, we will inspect the item and confirm the final cost before proceeding with the repair.
If any additional issues are discovered during or after the repair process, the extra cost will be charged accordingly.
The repair process will begin once payment is received in full.
The repaired item will be returned to you via insured shipping.
Errors, inaccuracies, and omissions
We reserve the right to correct any errors, inaccuracies, or omissions and to update or change information, or cancel repair requests if any information in the repair policy is found to be inaccurate, without prior notice (including after a repair request has been submitted).
Compliance with EU Consumer Law
Our repair policy follows EU consumer protection laws. Under the EU Consumer Rights Directive, you are entitled to a two-year legal warranty for manufacturing defects.
After six months from the date of purchase, you must prove that the defect(s) existed at the time of delivery, as required by EU law.
This warranty is void if the defect(s) cause by wear, misuse, improper care, or third-party alterations. Repairs will then be at the customer’s expense, including all associated shipping costs.
We are not liable for any damages or issues caused by third-party alterations. This policy does not affect your statutory rights under EU consumer law.
Please download our Repair Request Form here. For further inquiries, please contact our Customer Care Advisor at customercare@aitchesjewelry.com.