If your piece is returned to us within the Coverage Period and our goldsmiths find a component defective due to a craftsmanship or manufacturing fault, we will repair or replace it free of charge, at Polly Wales' sole discretion. Once the Coverage Period has ended, any service or repair is subject to a service charge, quoted for your approval before work begins.
Issues covered under this warranty include:
- Manufacturing defects that result in loose or missing stones
- Structural issues that are not the result of wear, misuse, or accidental damage
- Meaningful diversions from the intended design that are not the natural result of our cast-not-set style
This warranty does not cover:
- Defects or damage resulting from misuse, negligence, accident, or abnormal or aggressive wear
- Defects or damage caused by alteration, tampering, dismantling, or any work, service, or repair performed by anyone other than Polly Wales Fine Jewelry
- Loss or damage due to fire, flood, theft, or other circumstances beyond our control
- Routine maintenance and cleaning, and the ordinary consequences of wear and aging
- Pieces acquired secondhand, unless original proof of purchase from Polly Wales Fine Jewelry or an authorized retailer is supplied and the piece remains within its Coverage Period
Polly Wales reserves the right to determine whether a returned piece is eligible for repair or replacement under this warranty.
What’s not covered under warranty?
General wear and tear, refinishing, a second resizing, accidental damage, and any work requested after your Coverage Period has passed are not covered under warranty.
How do you handle repairs not covered under warranty?
All needs can be evaluated by our team of expert goldsmiths. We'll provide a quote for your review; simple repairs are typically under $100, while more complex work may start at $200 or more depending on scope.
What if another jeweler has already worked on it?
Then this warranty no longer applies, and what we're able to do afterward is limited. Our pieces are built in a way most jewelers haven't worked with, so we kindly ask that you come to us first.
How do I initiate a repair request?
Contact us at enquiries@pollywales.com to initiate a repair request. US-based customers can be provided a prepaid, fully insured shipping label and apply the cost to your repair total if applicable. Most customers find this the easiest option. Alternatively, we can provide shipping instructions for you to arrange your own shipment.
Can I be reimbursed for third-party repairs?
No, third-party repairs or adjustments are not reimbursable by Polly Wales Fine Jewelry and will void our 1-Year Limited Craftsmanship Warranty. While any fine jeweler can check the settings, if something needs fixing please pause and send a photo to enquiries@pollywales.com so our goldsmiths can evaluate. Should another jeweler perform work on your Polly Wales piece, future responsibility and repair requests are null.
