WARRANTY POLICY

Jewelry is made to be worn and loved, and we want your Kollectivet pieces to remain part of your story for many years to come.

Every piece is carefully inspected before leaving our workshop. As jewelry is worn in the real world, however, it will naturally develop signs of wear over time and may occasionally require maintenance.

This policy explains our commercial warranty, what is and is not covered, and how we handle repairs, resizing, third-party servicing and aftercare for our clients around the world.

Warranty Coverage

Kollectivet provides the following commercial warranty against defects in materials and workmanship from the date of delivery:

Sterling silver jewelry: 1 year
Solid gold and platinum jewelry: 5 years

Our warranty covers manufacturing and workmanship defects that arise during normal and appropriate use of the jewelry.

If you notice an issue with your jewelry that you believe may relate to its materials or workmanship, please contact us before arranging any repair or alteration. We will assess the concern based on photographs, videos and other relevant information and, where necessary, arrange for further inspection.

Warranty coverage is determined following assessment. If the issue is confirmed to be a manufacturing or workmanship defect covered by our commercial warranty, Kollectivet will arrange an appropriate remedy at no cost to you.

The Kollectivet warranty described above is our commercial warranty. Statutory consumer rights are separate from this warranty. As a company registered in Norway, Kollectivet complies with applicable Norwegian consumer protection laws.

JEWELRY INSPECTION UPON DELIVERY

We carefully inspect every piece before dispatch, but we ask that you also inspect your jewelry when it arrives.

Please contact us as soon as possible if you notice:

visible damage;
an incorrect item or specification;
an apparent sizing discrepancy;
a loose gemstone or setting;
damage that may have occurred during transit; or
another immediately visible issue.

Where reasonably possible, we ask that visible issues are reported within 7 calendar days of delivery, together with clear photographs or videos. The 7-day inspection period does not mean that a manufacturing defect must become apparent within seven days to qualify for our applicable warranty.

WHAT OUR WARRANTY COVERS

Our commercial warranty covers qualifying defects in the original materials or workmanship of your Kollectivet jewelry.

All warranty claims are subject to assessment by Kollectivet. Coverage will be confirmed only after we have assessed the nature and likely cause of the reported issue, including the condition, wear and service history of the piece where relevant.

Where necessary, we may require photographs, videos or physical inspection of the jewelry before determining whether a claim is covered. Because jewelry can be damaged through wear, impact, accidents, inappropriate care or subsequent work, the cause of an issue may need to be assessed before warranty coverage can be confirmed.

WHAT IS NOT COVERED

Our commercial warranty does not cover damage or deterioration resulting from normal wear, accidents, misuse, inappropriate care or circumstances unrelated to our original materials or workmanship. This includes, but is not limited to:

normal scratches, scuffs, dents and surface wear;
gradual loss of polish or changes to the surface finish;
natural patina or surface changes to gold and platinum;
tarnishing of sterling silver;
natural wearing away of rhodium, gold or other plating;
accidental impact, crushing, bending or snagging;
damage caused by dropping or striking the jewelry;
damage caused by chemicals, inappropriate cleaning methods, excessive heat or improper storage;
stretched, bent or misshapen chains, clasps, bands or settings resulting from wear or external force;
gradual wear to prongs, settings and other components that require routine maintenance;
gemstone damage caused by impact, abrasion, heat, chemicals, inappropriate cleaning or other external factors;
loss or theft of the jewelry;
gemstone loss resulting from impact, damaged or worn settings, inappropriate care, third-party damage or another cause unrelated to our original workmanship;
changes in finger size or an incorrect ring size supplied or approved by the customer; and
damage caused or contributed to by third-party work.

Natural Gemstone Characteristics

Natural gemstones may contain inclusions, color zoning, surface-reaching characteristics and other features created by nature. These characteristics are not manufacturing defects. The durability and care requirements of gemstones also vary considerably. Even diamonds and sapphires are not indestructible, and certain gemstones may be particularly sensitive to impact, heat, chemicals or mechanical cleaning.

Hand-Finished Jewelry

Our jewelry is set and finished by hand. Even where CAD technology and precision casting are used, final setting, polishing, engraving and finishing involve skilled human craftsmanship. Microscopic variations associated with hand-finishing and traditional jewelry-making techniques are therefore not considered manufacturing defects where they do not compromise the structural integrity or functionality of the piece.

Jewelry Care & Maintenance

THIRD-PARTY CLEANING & ROUTINE MAINTENANCE

We understand that many of our clients live outside Norway and Sri Lanka and need to maintain their jewelry locally. Basic, non-invasive hand-cleaning and hand-polishing by a reputable jeweler will not, by itself, void your Kollectivet warranty. However, appropriate cleaning methods depend on the gemstones, treatments, settings and construction of each individual piece.

Mechanical Cleaning

Unless Kollectivet has specifically confirmed otherwise for your individual piece, we do not authorise third-party ultrasonic cleaning, high-pressure steam cleaning, high-heat cleaning or other aggressive mechanical cleaning processes for:

pavé or micro-pavé settings;
channel-set jewelry;
jewelry containing emeralds, opals, pearls, tanzanites or other delicate, porous, heavily included, fracture-filled or treated gemstones; or
any piece where the gemstone, treatment or setting may be vulnerable to vibration, pressure or heat.

If any of these unauthorized mechanical cleaning methods are used, Kollectivet's commercial warranty covering the affected gemstones and settings will be void from that point onward. Kollectivet cannot assess or guarantee the continued integrity of gemstones or settings after exposure to processes that we have specifically advised against.

For solid band solitaire rings featuring durable gemstones such as diamonds or sapphires, light cosmetic hand polishing of the metal may generally be carried out by a reputable jeweler, provided the work does not alter the setting, prongs, structure or dimensions of the piece.

Heavy mechanical polishing, removal of significant amounts of metal, work affecting prongs or settings, or any process that could alter the structure of the jewelry is considered an alteration rather than routine maintenance.

When in doubt, please contact us before allowing a third party to clean or polish your jewelry. We can advise you based on the gemstones and construction of your individual piece.

SAFE AT-HOME CARE Highly Recommended!

For many pieces, gentle at-home cleaning is the safest and simplest option.

Unless we have provided different care instructions for your particular gemstone or piece, suitable jewelry may generally be cleaned using lukewarm water, a small amount of mild soap and a very soft, clean brush. Clean gently without applying pressure to gemstones or settings and dry with a soft, lint-free cloth. Avoid harsh chemicals, abrasive cleaners, hard brushes and excessive heat.

Not every gemstone should be soaked or cleaned using the same method. Delicate, porous, included, fracture-filled or treated gemstones may require specialised care. Please follow the product care instructions given with your jewelry upon delivery and read our product care page. Contact us if you are uncertain.

PLATING

Plating is a surface treatment and will naturally wear over time depending on frequency of wear, skin chemistry, environmental exposure and care. Normal deterioration, fading or wearing away of rhodium, gold or other plating is considered routine maintenance and is not a manufacturing defect. Where appropriate, replating may be arranged through Kollectivet for a quoted fee.

Alternatively, customers may have jewelry replated locally by a reputable professional jeweler. We recommend contacting us beforehand if you would like advice on whether local replating is suitable for your particular piece.

Third-party Repairs & Alterations

We strongly recommend contacting Kollectivet before any structural repair or alteration is carried out by another jeweler.

Structural work includes, but is not limited to:

soldering or laser welding;
prong tightening, rebuilding or re-tipping;
gemstone removal, resetting or replacement;
reconstruction or alteration of a setting;
structural alteration of a ring shank;
significant mechanical polishing or removal of metal; and
modification of the original design or construction.

Kollectivet cannot accept responsibility for the workmanship of an independent jeweler or repairer.
Damage, defects or failures caused or contributed to by third-party work are not covered by our commercial warranty.

Warranty coverage may also be affected where third-party work has materially altered the area concerned or makes it reasonably impossible to determine whether the claimed issue arose from Kollectivet's original workmanship.

KOLLECTIVET-AUTHORISED THIRD-PARTY WORK

Because our clients are located internationally, there may be circumstances where Kollectivet determines that having a ring resized by a reputable jeweler in the customer's country is more appropriate than returning the piece to our workshop. This provision applies specifically to resizing authorized by Kollectivet where resizing is required to correct a sizing error attributable to us.

Where third-party work has been expressly authorised by Kollectivet in writing, having that work performed will not, by itself, void the remaining Kollectivet warranty.

However, Kollectivet cannot warrant or accept responsibility for the workmanship of an independent jeweler. Any damage, defect or subsequent issue caused or contributed to by the independent jeweler's work will not be covered by the Kollectivet commercial warranty.

Warranty coverage will continue to apply to Kollectivet's original workmanship and areas of the jewelry unaffected by the authorised third-party work.

Where a future warranty claim concerns an area that has subsequently been worked on by an independent jeweler, we may need to assess whether the issue relates to our original workmanship or the subsequent third-party work before determining warranty coverage.

CUSTOMER-ARRANGED THIRD-PARTY WORK

If you choose to have structural repairs, alterations or resizing carried out independently without prior authorization from Kollectivet, we cannot accept responsibility for the work performed or any damage arising from it. Any damage, defect or failure caused or contributed to by customer-arranged third-party work will not be covered under the Kollectivet commercial warranty.

Ring Sizing & Resizing

We want your ring to fit beautifully from the beginning. As every bespoke ring is individually crafted to the size confirmed during the ordering process, we strongly recommend having your finger professionally measured by a reputable local jeweler before confirming your order. The customer is responsible for providing and approving their final ring size before production.

Where possible, we also recommend trying on rings with a similar band width and profile to the design you are ordering, as these factors can affect how a particular size feels on your finger.

IF WE MADE THE RING IN THE WRONG SIZE

If your ring has been manufactured in a size different from the size confirmed on your order, please notify us within 7 calendar days of delivery where reasonably possible. We will arrange an appropriate resizing solution at no cost to you. The resizing method will depend on your location, the design of the ring and the extent of the adjustment required.

For international clients, it may be more practical for Kollectivet to authorise resizing by a reputable local jeweler rather than requiring the ring to be returned to our workshop. Please do not arrange the resize before receiving our written approval. Where local resizing is authorised by us, the proposed work and cost must be agreed with Kollectivet in advance. We will reimburse the agreed cost upon presentation of the jeweler's receipt.

This will be considered Kollectivet-authorised third-party work and will not, by itself, void the remaining Kollectivet warranty.

The independent jeweler remains responsible for their own workmanship. Any damage or subsequent issue caused or contributed to by the resizing work itself will not be covered by Kollectivet. The remaining applicable warranty on our original workmanship continues as described above.

CUSTOMER-INITIATED RESIZING

If your ring has been correctly manufactured to the size confirmed by you but subsequently requires adjustment because the supplied size was incorrect, your finger size has changed, or you prefer a different fit, the resizing cost and associated logistics, including inbound and return shipping costs, appropriate tracking and insurance costs are the customer's responsibility.

We strongly recommend contacting us before arranging a resize so we can advise whether the design can be safely altered and the most appropriate resizing method.

For customers in Norway, where we assist in arranging customer-requested resizing through local goldsmiths, costs will vary depending on the material, design complexity and number of sizes the ring needs to be adjusted. As a general guide, resizing typically costs approximately NOK 1300 - 2500. For international customers, local costs will vary.

The independent jeweler remains responsible for their own workmanship. Any damage or subsequent issue caused or contributed to by the resizing work itself will not be covered by Kollectivet.

RESIZING LIMITATIONS

Not every ring can be safely resized. Eternity bands, pavé or gemstone-set bands, intricate designs, engravings and certain other constructions may have limited resizing possibilities or may require substantial reconstruction.

In some cases, resizing may not be technically advisable or possible without compromising the design or structural integrity of the piece. This is why professional sizing before placing a bespoke order is especially important.

SILVER JEWELRY

Complimentary customer-requested resizing is not offered for sterling silver or gold-plated silver jewelry. Where technically possible, resizing may be arranged for an additional quoted fee.

If a silver ring has been manufactured in a different size from the size confirmed on your order, please contact us so we can assess and arrange an appropriate remedy.

Gemstone &
Stone Loss

Gemstones differ considerably in hardness, toughness, inclusions, treatments and sensitivity to impact, heat and cleaning methods. A chipped, scratched, fractured or otherwise damaged gemstone is therefore not automatically considered a manufacturing defect.

Similarly, the loss of a gemstone is assessed individually. Where assessment indicates that a gemstone was lost because of a defect in the original setting or workmanship, the issue may be covered under our warranty.

Where stone loss resulted from impact, damaged or worn prongs, accidental damage, inappropriate care, unauthorised cleaning or third-party work, repair or replacement will not be covered by our commercial warranty.

Replacement of natural gemstones is also subject to availability. Because natural gemstones are unique, we cannot guarantee an exact replacement in colour, dimensions, clarity, inclusions, cut or other characteristics. Where possible, we will work with you to source an appropriate replacement.

Out-of-Warranty Repairs & Lifetime Aftercare

Our relationship with your jewelry does not necessarily end when the warranty does. If your piece requires maintenance or repair that falls outside our warranty coverage, please contact us and we will do our best to help.

Depending on your location and the nature of the work, we may:

arrange repair through our workshop for an agreed quote;
recommend work by a reputable local jeweler; or
provide guidance on the most appropriate way to take care of it.

Any applicable repair, material and shipping costs will be discussed and approved before work begins.

Turnaround times vary depending on the nature of the work, your location, gemstone or material availability, and whether the piece needs to return to our workshop. We will provide an estimated timeline once the required work has been assessed.

How to Start a Warranty Claim

If you believe there is an issue with your jewelry, please email us at gayara@kollectivet.com with:

your full name and item number (which is in the digital invoice);
a description of the issue;
when you first noticed the issue;
clear photographs and, where helpful, videos of the piece; and
details of any previous resizing, repair, cleaning, maintenance or other third-party work carried out on the jewelry.

Please do not undertake structural repairs or alterations before giving us an opportunity to assess the issue.

We aim to respond within 3 - 5 business days with the next steps.

Once sufficient information is available, we will confirm whether the issue is covered under our commercial warranty and advise you of the appropriate remedy, estimated timeline and any applicable costs. Where necessary, warranty determination may require physical inspection of the jewelry before coverage can be confirmed.

Kollectivet reserves the right to decline claims under our commercial warranty where the issue falls outside the coverage described in this policy.

Questions?

We take any complaints regarding our jewelry seriously and we’re here to help you!

Reach out to Gayara (our co-founder) with any questions about your piece, repair options, or the warranty process.