Warranty & Aftercare

Warranty Length

All products are covered by a 24-month warranty against manufacturing faults from the date of purchase.

Scope

If a fault is confirmed, we will repair the item. If a repair is not viable, we will replace it with the same or a comparable item. Refunds are not offered under this warranty outside the 30-day statutory returns window. See returns policy here.

What’s Covered

Manufacturing or workmanship faults (e.g. faulty clasps, porosity in castings, solder failures, loose settings caused by a manufacturing defect).
Stones that come loose due to a confirmed manufacturing fault.
Defects present on arrival or developing under normal use within 24 months that are not caused by external damage or misuse.

What’s Not Covered

Wear and tear from normal use (including light surface marks, micro-scratches, stretched chains, worn claws over time).
Accidental damage, drops, knocks, crushing, or snagging.
Loss or theft, including lost stones where impact or wear is evident.
Discolouration or tarnish from cosmetics, perfume, chlorine, saltwater, cleaning agents, or sweat.
Plating wear (e.g. rhodium or gold plating) — this is a consumable finish and part of routine maintenance.
Size changes after 30 days from delivery (resizing is a paid service).
Third-party alterations or repairs — any work performed by another jeweller voids this warranty.
Improper care, storage, or cleaning methods.

Earrings & Hygiene

For health reasons, pierced earrings usually cannot be returned once worn. This does not affect your rights where a genuine manufacturing fault is present — faults will still be assessed and handled under this warranty.

Bespoke, Custom and Engraved Items

Bespoke, made-to-order, altered, and engraved items are not eligible for change-of-mind returns.
They are covered by this 24-month manufacturing fault warranty.
If the size is wrong on arrival, tell us within 30 days; we’ll resize or remake as appropriate. Outside 30 days, resizing is a paid service.

Aftercare & Paid Services

We don’t offer free cleaning or routine inspections. We do offer paid:

Cleaning and polishing
Resizing (rings)
Stone tightening and inspection
Chain repairs

Work carried out by us comes with a 6-month guarantee on the repair itself (not on unrelated wear).

How to Make a Warranty Claim

Proof of purchase: receipt or order confirmation email.
Contact us first with photos and a short description of the issue. Please do not send items without prior confirmation, as we need to confirm eligibility and advise next steps.
Once approved, we’ll provide instructions for securely sending the item to our workshop/store (address will be given at that stage).
Assessment timeline: we aim to assess within 14 working days of receiving your item, and always within 30 calendar days.
We will confirm whether the issue is a manufacturing fault and advise the remedy (repair or replacement).

Shipping to us is at the sender’s risk until received and signed for. We recommend insured, tracked post. We return warranty repairs to a UK address at no cost. International returns may incur postage.

Remedies

Primary remedy: repair.
If repair isn’t possible, we will replace with the same item or the closest equivalent.
Refunds are not available under this warranty outside your 30-day statutory right to reject faulty goods.
Natural materials vary; minor variations in colour, pattern, or inclusions may occur when replacing stones or pieces.

Who’s Covered

The warranty applies to the original purchaser or gift recipient with proof of purchase.

Statutory Rights

This warranty sits alongside your legal rights under the Consumer Rights Act 2015 and other UK law. It does not limit those rights.

Insurance

This warranty does not cover loss, theft, or accidental damage. For valuable items, we recommend adding them to your home or jewellery insurance.

Contact

Email: info@jeremy-hoye.co.uk
Address: 83 Gloucester Road, BN1, 4AP, Brighton, England