WARRANTY POLICY

Jewelry should last forever. And we aim to help make sure it does. Our warranty policy got your back! And post warranty, we continue to offer after-sales care services for you.

Warranty Coverage

We offer the following warranties from the date of delivery:

Sterling silver jewelry: 1 year warranty
Solid gold jewelry (14K /18K/ Platinum): 5 year warranty

Our warranty covers manufacturing defects in workmanship and materials. This includes structural issues such as loose settings, faulty clasps, or broken links due to workmanship - not accidental damage or general wear and tear.

What’s Not Covered

Our warranty does not cover:

Normal wear and tear (e.g. scratches, tarnish, worn plating, fading).
Natural wearing away of gold and rhodium plating over time.
Damage caused by impact, misuse, or improper care.
Loss or theft.
Repairs or alterations made by third parties. We do not recommend having our products worked on by third party goldsmiths or jewelers as this voids our warranty.
Custom designs that include non-traditional materials (e.g. wood, enamel, etc.).

Shipping &
Repair Logistics

If You Report a Defect Within 7 Days of Delivery

We will cover all logistics and shipping costs (to us and back to you).
Please contact us within 7 calendar days with your order number and clear photos of the issue.

If You Report a Defect After 7 Days, But Within Warranty Period

The customer is responsible for shipping the item back to us for assessment.
If the repair is covered under warranty, we will cover the shipping back to you.
If the issue is not covered under warranty, we will provide a repair quote. Shipping in both directions will be at your expense.

For Out-of-Warranty Repairs

We offer lifetime support for our pieces. If your item is out of warranty or the damage is not covered, we’ll still be happy to help. You’ll receive a repair quote, and all shipping costs are the customer’s responsibility.
We keep repair fees for our own pieces at a minimal as we really want you to keep your pieces forever. Get in touch and let’s get that piece back as new!

Return Shipping Guidelines

You must use a trackable and insured shipping service when sending items to us.
We are not responsible for loss or damage during return transit, unless arranged by us.
Always contact us before sending anything back.

How to Start a Warranty Claim

Email us at gayara@kollectivet.com with:

Your full name and order number.
Clear photos/videos of the issue.
A short description of the problem.
We will respond within 3–5 business days to confirm next steps and issue a return authorization if applicable.

Inspection & Approval Process

Once we receive your item, we will:

Inspect it within 5–10 business days.
Confirm whether it qualifies under warranty.
Provide a timeline and/or quote for repair if applicable.

We reserve the right to deny warranty claims that do not meet our terms.

Repair Timeline

The time it takes to perform each service varies, depending on the task at hand. We will give you an estimated date of return on booking the service.

Custom and Bespoke Orders

Custom and bespoke pieces are handcrafted just for you and are non-refundable and non-exchangeable. These pieces are still covered under the same warranty, subject to the terms above.

Ring Resizing

We want your ring to fit just right. If you need an adjustment, we offer resizing services for all solid gold rings.

One-Time Complimentary Resizing

If you notify us within 7 calendar days of receiving your ring, we offer one free resizing.
We’ll also cover the return shipping back to you after the resize.
You are responsible for safely shipping the ring to us (tracked and insured shipping required).

Resizing After 7 Days

If resizing is requested after the initial 7-day window, we can still help - resizing is available for a quoted fee, depending on the design.
In this case, the customer is responsible for both inbound and return shipping costs.

Important Notes

Not all designs can be resized due to gemstone layout or band style. We’ll confirm feasibility once we receive photos.
Resizing is only available for solid gold rings.
Sterling silver or gold-plated rings can be resized upon requested for a quoted fee and the customer is responsible for both inbound and return shipping costs.

For resizing requests, please email us at gayara@kollectivet.com with your order number and a photo of the ring.

EU/EEA Consumer Rights

If you are based in the EU or EEA, you may have the right to withdraw from your purchase within 14 days of receiving the item, in accordance with consumer protection laws. This applies to non-bespoke, non-customized items only. For more details, please review our Returns 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.