Warranty, Service & Care

What the warranty covers

The warranty covers defects in materials and workmanship for the life of the piece. In practice that means anything that failed because of how the piece was made rather than how it was worn.

• A stone lost because a prong, bezel or channel was not set correctly
• A solder joint, clasp, hinge or shank that separates in normal wear
• Metal that is porous or pitted from casting
• A finish that lifts or flakes outside normal wear
• A piece that does not match the specification or grading report it was sold with

Where a defect is confirmed and the piece needs our workshop, we send you the replacement first wherever we hold the design in stock, and you return the original with the prepaid label that comes with it — so you are never without the piece, and it crosses a border only once. Otherwise we repair it; if it cannot be repaired to its original standard, we replace it with the same design, or with a piece of equal value where the design is no longer produced.

What is free

These are free for the lifetime of the piece, for as long as you own it.

• Assessment of any issue from photographs or video, free and without shipping the piece
• Repair or replacement of a piece with a manufacturing defect, with shipping paid both ways
• One approved local jeweler visit, reimbursed up to US$200

Service at a jeweler near you

Sending fine jewelry abroad for routine work takes weeks and carries customs paperwork both ways. Instead, we reimburse one visit to a professional jeweler near you, up to US$200, over the life of the piece. The visit can cover:

• Professional cleaning and polishing
• Inspection of settings and prong tightening
• Re-securing or replacing a small accent stone lost from its setting

1. 01Email support@purael.com with your order number, photographs of the piece and the jeweler you plan to use.
2. 02We confirm in writing that the work is approved. Approval has to come before the visit — work carried out without it is not reimbursed.
3. 03After the visit, send us the jeweler's itemized invoice. We reimburse up to US$200 to your original payment method within three business days.

Approved work at a local jeweler does not affect the warranty. Further routine visits are at your own cost, and we are glad to advise on what a piece needs before you book one.

Resizing

The first resize is free within 60 days of delivery, for any ring whose construction allows it, up to two sizes in either direction. Beyond that window, or for a second resize, we quote the work before starting it.

Some designs cannot be resized without rebuilding them. Where that is the case, the product page says so before you order, and we recommend confirming your size first.

• Full eternity bands
• Tension-set rings
• Rings with a continuous pavé shank

Measure carefully before ordering — resizing a ring is fine work on a finished piece, and it is always better avoided. Our ring size guide covers four measuring methods and a full conversion chart.

What is not covered

The warranty is not an accidental damage policy. The following are quoted as chargeable work, and we tell you the cost before we do anything.

• A second or later resize, and any resize outside the free window
• Routine cleaning, polishing and prong tightening after the reimbursed local visit has been used
• Rhodium re-plating of white gold
• Repair of damage caused by accident, wear, alteration or improper care
• Stone replacement where the loss is not traceable to a setting defect
• Resizing of eternity bands, tension settings and other designs the structure does not allow

Cover is also void where a piece has been altered, repaired or resized by another jeweler without our written approval, because we can no longer stand behind the setting. If you are unsure whether an issue is covered, send photographs first — the assessment is free either way.

Requesting service

1. 01Email support@purael.com with your order number, a description of the issue and clear photographs or a short video in daylight.
2. 02We assess it within three business days and tell you whether it is covered and how it will be handled: a replacement sent to you, an approved visit to a local jeweler, or a repair at our workshop.
3. 03If the piece has to come to us, we send a prepaid, insured shipping label. Never send jewelry uninsured or by ordinary post.
4. 04Workshop repairs are completed in 7–10 business days once the piece arrives, and the piece is returned insured, with a service note describing what was done.

Pieces sent to our workshop under the warranty are insured by Purael in both directions.

Caring for your jewelry

A lab-grown diamond is as hard as a mined one, but the metal holding it is not. Most damage we see comes from everyday habits rather than accidents.

• Take rings off before the gym, swimming, gardening, cleaning and sleeping — knocks and chlorine do most of the damage we repair.
• Apply perfume, sunscreen and hand cream before putting jewelry on; the residue is what dulls a diamond within days.
• Clean at home with warm water, a drop of unscented dish soap and a soft toothbrush, then rinse and pat dry with a lint-free cloth.
• Store each piece separately in the pouch or box it came in. Diamonds scratch gold, and they scratch each other.
• Avoid chlorine, bleach and ultrasonic cleaners at home. Chlorine attacks the alloys in gold, and an ultrasonic bath can loosen a stone that is already insecure.

White gold is plated with rhodium for its bright finish, and that layer wears with time — a warm tint appearing after 18 to 24 months is normal wear, not a defect. Re-plating is routine work any good jeweler can do in a day, at your own cost.

Gifts and transfers

The warranty attaches to the piece. Whoever owns it can claim under it, with the original order number or the grading report number as proof of purchase — there is no paper warranty card to keep. If you are giving a piece as a gift, pass on the order number, or email us and we will record the new owner.