At Vellia Vey, we stand behind the quality of our jewelry. Every product purchased directly from the Vellia Vey website includes lifetime protection against manufacturing defects. All stones set in our jewelry also come with two years of stone-loss protection.
All services covered by this warranty are free of charge, including shipping to us and back to you.
1. When Your Coverage Begins
This warranty applies to all products purchased directly from the Vellia Vey website, including sale items and customized pieces.
Your coverage begins on the date you or your intended recipient receives the product—not the order date or shipping date. We use the delivery record or other reasonable proof of receipt to confirm this date.
If your order arrives in separate shipments, coverage begins separately for each product on its delivery date.
Please keep your order confirmation or order number. Gift recipients can also request warranty service using the original purchase details.
2. Lifetime Warranty Against Manufacturing Defects
We provide a lifetime warranty against defects in materials or workmanship. These are faults caused when the product was made, even if they become noticeable later.
Examples may include:
- A faulty setting caused by a manufacturing error.
- A defective clasp or fastening mechanism.
- A weak solder joint or connection caused by poor workmanship.
- A structural fault in the metal caused during production.
If we confirm a manufacturing defect, we will repair the affected product free of charge. This includes the parts, materials, labor, and shipping needed to complete the repair.
If repair is not possible, we will provide a replacement as explained in Section 7.
Manufacturing-defect coverage has no fixed expiration date. It continues after the two-year stone-loss protection ends. If a manufacturing defect causes a stone to fall out after the first two years, the necessary stone replacement and repair remain covered.
3. Two-Year Stone-Loss Protection
If a stone falls out of its setting within two years of the product's delivery date, we will replace the missing stone and repair the affected setting free of charge.
This protection covers all stones originally supplied and set by Vellia Vey, including center stones, side stones, and smaller accent stones.
The service includes:
- A replacement for the missing stone.
- Resetting and securing the replacement stone.
- Any setting repair needed to complete the replacement safely.
- Inspection of the repaired area.
- Free shipping to us and back to you.
You do not need to find or return the missing stone. You also do not need to prove that a manufacturing defect caused the stone to fall out.
If you still have the stone, please keep it safe and contact us for instructions. We will assess whether it can be securely reset or needs to be replaced.
Please contact us as soon as you notice a loose or missing stone. Coverage depends on when the stone loss occurred, not when we finish inspecting or repairing your jewelry.
After two years, stone loss remains covered if it results from a manufacturing defect. Other stone-loss repairs may be available for a fee.
4. Free Shipping Both Ways
For every service covered by this warranty, Vellia Vey pays the shipping costs in both directions:
- From your address to our designated service location.
- From our service location back to your address.
This applies to both domestic and international orders purchased through our website.
We will provide a prepaid, tracked, and insured shipping label or arrange another suitable prepaid shipping method. You will not need to pay shipping costs in advance when using the method we arrange.
Covered warranty services have no inspection, handling, repair, replacement-stone, or shipping fees.
Free round-trip shipping also applies to covered lifetime manufacturing-defect services after the first two years.
Please contact us before sending your jewelry. Use the shipping method and packing instructions we provide so that your shipment is properly protected.
5. What Is Not Covered
The following issues are generally outside our manufacturing-defect warranty:
- Normal surface wear, such as scratches, tarnishing, or gradual changes to a polished or plated finish.
- Accidental damage, such as bending, crushing, or damage from a strong impact.
- Damage caused by harsh chemicals, improper cleaning, or improper use.
- Chipped, cracked, or broken stones, unless caused by a manufacturing defect.
- Damage directly caused by repairs, resizing, or alterations performed by another service provider.
- Loss or theft of the entire jewelry item, including a missing earring.
- Optional changes, such as resizing for personal preference, engraving changes, or design upgrades.
These exclusions do not reduce the two-year stone-loss protection in Section 3. A stone that falls out during that period remains covered, including the setting repair needed to replace it securely.
Having work performed by another jeweler does not automatically cancel all warranty coverage. We may exclude damage caused by that work, while unrelated manufacturing defects remain covered.
Loss of an entire jewelry item is different from a stone falling out of jewelry that you still have. Our stone-loss protection covers the latter.
6. How to Request Warranty Service
To start a claim, contact us at service@velliavey.com
Please include:
- Your order number or other proof of purchase.
- Your name and contact details.
- A short description of the issue and when you noticed it.
- Clear photos of the full item and the affected area, if available.
- Your current shipping address.
Our team will review the information and explain the next steps. We may need to inspect the product in person before confirming the appropriate repair or replacement.
Please wait for our shipping instructions before sending anything. Include any loose stones or parts you still have, following our packing instructions.
We will explain our findings and provide an estimated service time after assessment. If the timing changes, we will keep you informed.
7. Repairs and Replacements
We will repair your original piece whenever possible.
If a covered issue cannot be repaired, we will replace the item with the same product where available. If the original product has been discontinued or is unavailable, we will offer a comparable replacement of equal or greater quality and value, subject to your agreement.
Replacement stones will be of the same type, comparable size, and equal or better quality than the original. A natural diamond will be replaced with a natural diamond, and a lab-grown diamond with a lab-grown diamond.
We will discuss any material change to the design or stone specifications with you before proceeding.
If we cannot provide a repair or a suitable replacement, we will refund the amount paid for the affected product.
Lifetime manufacturing-defect coverage continues after a warranty repair or replacement. The original delivery date remains the start date for the two-year stone-loss protection, unless applicable law requires otherwise.
8. Services Outside Warranty Coverage
If an issue is not covered, we will explain why and let you know whether a paid repair is available.
We will provide a quotation before starting any paid work. No paid repair will be carried out without your approval.
If we arranged for your item to be sent to us for a warranty assessment and you decline a paid repair, we will return it to you without charging for that assessment or the return shipping.
9. Caring for Your Jewelry
We recommend checking your jewelry regularly for loose stones, worn settings, or damaged clasps. If something feels loose or damaged, stop wearing the item and contact us.
Remove your jewelry before activities that may expose it to strong impacts or harsh chemicals, and follow the care instructions provided with your purchase.
These care recommendations do not create a requirement to purchase maintenance services or attend scheduled inspections to keep your warranty valid.
10. Your Consumer Rights
This warranty is provided in addition to any rights you have under applicable consumer protection laws. It does not exclude or limit rights or remedies that cannot legally be excluded or limited.
Future changes to this policy will not reduce the warranty coverage provided with an earlier purchase.
For questions or warranty support, contact service@velliavey.com