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1. INTRODUCTION
At SMYE Fine Jewellery ("SMYE", "Company", "we", "our" or "us"), we are committed to ensuring that every piece of jewellery reflects the quality, craftsmanship and attention to detail that our customers expect.
This Policy sets out the framework governing warranty claims, repair services and customer support after the purchase of our products. It is intended to provide customers with a transparent process for seeking assistance while ensuring that products are inspected, assessed and serviced in a fair and consistent manner.
This Policy should be read together with our Terms of Use, Shipping & Delivery Policy, Return, Refund & Cancellation Policy and other policies published on our website.
2. OUR WARRANTY COMMITMENT
SMYE warrants that jewellery purchased directly from SMYE Fine Jewellery shall, at the time of delivery, be free from defects in materials and workmanship under normal and intended use.
Where a genuine manufacturing defect is identified during the applicable warranty period, SMYE shall, after inspection, determine the appropriate remedy, which may include repair, replacement or such other reasonable solution as may be considered appropriate in the circumstances.
The remedies available under this Policy are intended to complement, and not restrict, any statutory rights available to customers under applicable law.
3. PRODUCTS COVERED
Subject to this Policy, warranty coverage may extend to defects arising from manufacturing defects; workmanship defects; defective clasps or locking mechanisms; defective soldering; structural defects in the jewellery; gemstone setting defects attributable to manufacturing; and other defects determined by the Company, upon inspection, to have arisen during the manufacturing process.
Warranty coverage shall be determined after examination of the product by SMYE’s quality assessment team.
4. EXCLUSIONS FROM WARRANTY
The warranty shall not ordinarily apply to defects or damage arising from:
- normal wear and tear;
- accidental damage;
- improper storage or handling;
- misuse or neglect;
- exposure to chemicals, perfumes or cleaning agents;
- theft or loss;
- unauthorised repairs, alterations or resizing modifications carried out by third parties; or
- circumstances beyond the Company's reasonable control.
The above exclusions shall not affect any statutory rights available under applicable law.
5. WARRANTY CLAIM PROCEDURE
Customers seeking warranty service are requested to contact SMYE using the contact details provided in this Policy.
To facilitate assessment of the claim, customers may be requested to provide proof of purchase; invoice or order confirmation; authenticity certificate (where applicable); photographs or videos of the product; a description of the issue; and any other information reasonably required for evaluation.
Submission of a warranty claim does not automatically establish that the issue is covered under warranty. Each claim shall be independently assessed after inspection of the product.
6. INSPECTION OF WARRANTY CLAIMS
Upon receipt of the product, SMYE shall conduct a technical inspection to determine the nature of the reported issue; the probable cause of the defect; whether the issue arose during manufacturing; whether the product has been altered or repaired by a third party; whether the claim falls within the scope of this Policy.
Where additional information is required, SMYE may contact the customer before completing the assessment.
SMYE shall endeavour to complete inspections and communicate its findings within a reasonable period.
7. WARRANTY REMEDIES
Where a warranty claim is accepted, SMYE may, depending upon the nature of the issue repair the product; replace defective components; replace the product with the same or a substantially equivalent product, where reasonably practicable; offer store credit; or provide any other commercially reasonable remedy considered appropriate.
The remedy adopted shall depend upon the nature of the defect, the feasibility of repair, product availability and other relevant circumstances.
Nothing contained in this Policy obligates SMYE to replace a product where repair is reasonably capable of restoring the product to its intended condition.
8. REPAIR SERVICES
SMYE Fine Jewellery recognises that fine jewellery may, over time, require maintenance, servicing or repair as a consequence of regular use, accidental damage or changing customer requirements.
Subject to this Policy, SMYE may, at its discretion, provide repair and maintenance services for eligible products purchased directly from SMYE Fine Jewellery.
Repair services may be available irrespective of whether the issue is covered under warranty. Where a repair falls outside the scope of warranty coverage, SMYE may offer such services on a chargeable basis, subject to technical feasibility and availability of materials.
9. REPAIR SERVICES AVAILABLE
Depending upon the nature of the jewellery and the condition of the product, repair services may include, among others ring resizing; clasp repair or replacement; chain or link repair; stone tightening or resetting; replacement of gemstones (subject to availability); polishing and refinishing; rhodium plating (where applicable); soldering and structural repairs; cleaning and professional maintenance; and other repair services as may be considered technically feasible by the Company.
The availability of any particular repair service shall depend upon the design of the jewellery, the condition of the product and SMYE's assessment.
10. REPAIR ASSESSMENT
Every product submitted for repair shall undergo an initial inspection by SMYE's technical team.
The inspection shall determine the nature and extent of the damage; whether the issue is covered under warranty; the feasibility of repair; the estimated repair process; whether replacement components or gemstones are required; and whether any charges are payable by the customer.
Where repair is not technically feasible or is likely to compromise the structural integrity, safety or appearance of the jewellery, SMYE reserves the right to decline the repair request and shall communicate the reasons to the customer.
11. ESTIMATE & CUSTOMER APPROVAL
Where a repair is not covered under warranty, SMYE shall, wherever reasonably practicable, provide the customer with an estimate of the applicable charges before commencing the repair.
Chargeable repairs shall ordinarily be undertaken only after the customer's approval has been received.
If the customer declines the repair after an estimate has been provided, SMYE may return the product without carrying out the requested repair.
12. REPAIR TIMELINES
The time required to complete a repair may vary depending upon the nature and complexity of the repair; availability of replacement components or gemstones; sourcing requirements; workload within the Company's workshop; and any other operational considerations.
Accordingly, any estimated repair timeline communicated to the customer is indicative only and shall not constitute a guaranteed completion date.
SMYE shall nevertheless endeavour to complete repairs within a reasonable period and keep customers informed of any material delay.
13. REPLACEMENT COMPONENTS
Where replacement of any component, gemstone or fitting is required, SMYE shall endeavour to use components that are substantially similar in quality, specifications and appearance to the original product.
Where an identical component is unavailable or its use is not reasonably practicable, SMYE may, after informing the customer where appropriate, use a comparable alternative consistent with the overall quality and design of the jewellery.
14. GOODWILL REPAIRS
SMYE values long-term customer relationships and may, at its sole discretion, provide complimentary or concessionary repair services as a gesture of goodwill, even where the repair is not strictly covered under warranty.
Any goodwill repair shall be entirely voluntary and shall not create any continuing obligation or establish a precedent requiring similar treatment in future cases.
The provision of a goodwill repair shall not constitute an admission of defect, liability or fault on the part of SMYE.
15. REPAIRS BY THIRD PARTIES
Customers are strongly encouraged to have repairs, alterations or servicing carried out only by SMYE or by service providers expressly authorised by the Company.
Unauthorised repairs, resizing, polishing, engraving or other alterations undertaken by third parties may affect the structural integrity, certification, hallmarking or overall condition of the jewellery and may impact warranty eligibility.
SMYE reserves the right to decline warranty coverage where the reported issue arises directly from unauthorised repairs or alterations.
16. COUNTERFEIT OR UNAUTHORISED PRODUCTS
SMYE reserves the right to refuse repair or warranty services in respect of products which, upon reasonable inspection, appear to be counterfeit; bear unauthorised reproductions of the Company's trademarks or designs; have been materially altered; contain substituted components or gemstones; or otherwise not originate from SMYE Fine Jewellery.
Where appropriate, SMYE may request reasonable documentation to establish the authenticity of the product before undertaking any repair or warranty service.
17. REPAIR WARRANTY
Where a repair has been carried out by SMYE, the workmanship relating specifically to the repair performed shall be warranted for a period of ninety (90) days from the date the repaired product is delivered to the customer, unless a different period is expressly communicated.
This repair warranty shall apply only to the work undertaken during the repair and shall not extend the original warranty applicable to the product or create a new warranty in respect of unrelated components.
18. COLLECTION OF REPAIRED PRODUCTS
Customers shall be informed once their repaired product is ready for collection or dispatch.
Customers are requested to collect repaired products or accept delivery within a reasonable period after notification.
Where a repaired product remains uncollected for an extended period despite reasonable attempts to contact the customer, SMYE reserves the right to levy reasonable storage charges or take such further action as may be permissible under applicable law after providing reasonable notice to the customer.
19. OUR COMMITMENT
SMYE Fine Jewellery is committed to delivering a positive customer experience and resolving concerns in a fair, transparent and timely manner.
While every effort is made to ensure that our products and services meet the highest standards of quality, we recognise that concerns may occasionally arise. This Protocol sets out the process through which customers may communicate their concerns and seek appropriate assistance.
SMYE encourages customers to contact us promptly so that issues may be addressed at the earliest opportunity.
20. HOW TO RAISE A CONCERN
Customers may contact SMYE regarding any concern relating to product quality; manufacturing defects; warranty claims; repair services; delivery issues; incorrect or damaged products; payment-related concerns; exchanges or refunds; website-related issues; or any other matter connected with products or services offered by SMYE.
Complaints may be submitted through any of the following channels:
Email: smyefinejewellery@gmail.com
or through any customer support channel made available on the Company's website.
To enable efficient resolution, customers are encouraged to provide:
- order number;
- invoice or proof of purchase;
- photographs or videos, where relevant;
- a clear description of the concern; and
- any supporting documents that may assist in the assessment of the complaint.
21. ACKNOWLEDGEMENT OF COMPLAINTS
SMYE shall endeavour to acknowledge customer complaints within two (2) business days of receipt.
Acknowledgement of a complaint signifies only that the complaint has been received for review and shall not be construed as acceptance of liability or admission of any defect.
Where additional information is required to investigate the matter, SMYE may contact the customer for clarification or supporting documentation.
22. REVIEW & INVESTIGATION
Every complaint shall be reviewed by the appropriate team depending upon its nature.
Where necessary, SMYE may inspect the product; obtain technical assessments; review manufacturing records; consult logistics partners; verify transaction details; or request additional information from the customer.
SMYE shall endeavour to complete its assessment and communicate the outcome within a reasonable period, having regard to the complexity of the matter.
23. ESCALATION OF UNRESOLVED MATTERS
Where a customer believes that a concern has not been satisfactorily resolved, the matter may be escalated for further review.
SMYE shall undertake an independent review of the complaint, including the actions previously taken, before communicating its final position.
SMYE remains committed to resolving disputes amicably wherever reasonably possible.
24. ALTERNATIVE DISPUTE RESOLUTION
SMYE encourages customers to resolve disputes through discussion and mutual cooperation before resorting to formal legal proceedings.
Where a dispute cannot be resolved through the internal complaint resolution process, the parties may seek resolution in accordance with the dispute resolution provisions contained in SMYE’s Terms of Use.
Nothing contained in this Protocol shall restrict any statutory rights or remedies available to customers under applicable law.
25. LIMITATION OF LIABILITY
Nothing contained in this Policy shall exclude or limit any liability that cannot lawfully be excluded under applicable law.
Subject to the foregoing, and to the fullest extent permitted by law, SMYE’s liability in relation to any product or service shall be limited to providing the remedies expressly contemplated under its published policies, including repair, replacement, exchange, refund or such other remedy as may be appropriate in the circumstances.
SMYE shall not ordinarily be responsible for indirect, incidental, special or consequential losses arising from the use of its products, except where such exclusion is prohibited by applicable law.
26. RELATIONSHIP WITH OTHER POLICIES
This Policy forms part of the Company's overall customer service and after-sales framework and should be read together with SMYE’s Terms of Use; Privacy Policy; Cookie Policy; Shipping & Delivery Policy; Return, Refund & Cancellation Policy; and Disclaimers.
In the event of any inconsistency, the policy specifically governing the relevant subject matter shall prevail to the extent of such inconsistency.
27. AMENDMENTS
SMYE reserves the right to amend or update this Policy from time to time in order to reflect changes in business operations, legal requirements, customer service practices or industry standards.
Any revised version shall become effective upon publication on the Company's website unless otherwise stated.
Customers are encouraged to periodically review this Policy.
28. CONTACT US
For any questions relating to warranty, repairs or this Policy, please contact us at the following email address smyefinejewellery@gmail.com
