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Warranty Policy

Warranty Rights

Under the warranty, based on your warranty claim, you may choose one of the following options as a consumer:

  • Repair or Replacement: You can request a repair or replacement unless it is impossible to fulfill your chosen warranty claim, or it would result in disproportionate additional costs for the company compared to another warranty claim, considering the value of the service in flawless condition, the severity of the breach of contract, and the inconvenience caused to the consumer by fulfilling the warranty claim.
  • Proportional Reduction: You can request a proportional reduction in the price of the product, repair the defect yourself at the company's expense or have it repaired by someone else, or withdraw from the contract if the company does not undertake the repair or replacement, cannot fulfill this obligation, or if your interest in repair or replacement ceases. In such cases, the purchase price of the product will be refunded to the consumer. Withdrawal is not allowed for insignificant defects. The company is obliged to record the consumer's warranty claim in a protocol according to the procedural rules for handling warranty and guarantee claims for goods sold under the contract between the consumer and the company, as per regulation 19/2014. (IV. 29.) NGM.
Rules for Repair and Replacement
  • Timely Completion: Repairs or replacements must be carried out within a reasonable timeframe, considering the nature of the item and the expected use by the consumer, while protecting the consumer's interests.
  • Switching Between Rights: The consumer can switch from their chosen right to another. The cost incurred by the switch must be paid by the company unless the switch was necessary due to the company's actions or it was otherwise justified. The consumer can enforce their repair claim at the company's headquarters, any branch, repair service indicated on the warranty card, or directly with the repair service. Only new parts can be used in the repair.
Repair and Replacement Deadlines
  • Fifteen-Day Goal: The company should aim to complete the repair or replacement within fifteen days. If this period exceeds fifteen days, the company must inform the consumer of the expected duration of the repair or replacement on the fifteenth day. This information should be provided electronically or in another verifiable manner if the consumer has given prior consent.
  • Non-Repairable Items: If it is determined during the first repair attempt within the warranty period that the item cannot be repaired, the company must replace the item within eight days, unless the consumer specifies otherwise. If replacement is not possible, the company must refund the purchase price indicated on the receipt or invoice within eight days. 
  • Repeated Faults: If an item fails again in the same place after three repairs within the warranty period (excluding certain exceptions), the company must replace the item within eight days, unless the consumer specifies otherwise. If replacement is not possible, the company must refund the purchase price within eight days.
  • Early Failure: If an item fails within three working days of purchase (excluding non-usage-related issues), the company cannot claim disproportionate additional costs and must replace the item if the failure hinders intended use.

Exceptions

The warranty does not cover:

  • Improper Use: Damages from improper or unauthorized use, such as impacts, scratches, or snags.
  • Neglect: Damages from neglecting maintenance or following the user manual, especially for hollow, coated, or gem-set jewelry.
  • Material Defects: Material defects that are not visible during intended use.
  • Improper Storage or Handling: Damages from improper storage, handling, or vandalism.
  • Natural Disasters: Damages from natural disasters or unauthorized modifications or repairs.

General Use Instructions

To prolong the life of your jewelry, please follow these usage guidelines:

  • Avoid Physical Stress: Do not expose your jewelry to strong physical stress. Remove it before going to bed.
  • Chemical Exposure: Precious metal jewelry can react and discolor when exposed to strong chemicals such as medicinal waters, cosmetics, synthetic detergents, household chemicals, and even during handwashing. Discoloration can also be caused by the acidic effects of sweat during sports or intense physical activity.
  • Swimming Pools and Spas: Do not wear your jewelry in medicinal baths, thermal water pools, or at the beach.
  • Daily Use Caution: Rhodium-plated, hollow, glued-stone, dangling, or prong-set jewelry is not suitable for everyday use. Avoid wearing such items during activities or with clothing that may easily snag, causing injury to your skin or damage to the jewelry.

Jewelry Care Instructions

  • Non-Warranty Repairs: Repairs for issues arising from the aforementioned causes are not covered under warranty.
  • Protect from Light and Heat: Protect your jewelry from strong light and heat.
  • Cleaning Silver Jewelry: Clean your silver jewelry with a jewelry cleaning cloth or solution available in stores, or consult a professional. Avoid using alkaline cleaners or toothpaste as they can damage or dull the surface.
  • Professional Cleaning: Jewelry adorned with real stones or pearls should be cleaned by a professional.

Mandatory Maintenance Obligation

The costs associated with mandatory maintenance are the responsibility of the consumer. If the failure to perform necessary maintenance contributed to the defect, the consumer must bear the costs of warranty services in proportion to their responsibility, provided they had knowledge of the maintenance requirements or the business had adequately informed them.

I have received the information regarding the use, storage, and maintenance of the purchased product. I have received the product in perfect condition.

 

Warranties & Policies

Material

Warranty/Policy

Solid gold

2 years

 

Our solid gold items comes with a 1 year warranty. Please note, this does not include product loss. If your jewellery becomes faulty within this time please reach out to info@mojavejwellery.com with your proof of purchase.

 

Platings

Warranty/Policy

Sterling silver/brass/titanium

1 year

 

Our sterling silver jewellery come with a 1 year warranty. Please note, this does not include product loss. If your jewellery becomes faulty within this time please reach out to  info@mojavejwellery.com with your proof of purchase.

 

What is included in your repair policy?

We stand behind the quality and craftsmanship of our gold and offer repair services to our Silver and 14k fine jewelry. This applies to all EU orders.

Here are a list of services that are covered under the Lifetime Guarantee:

 

Category

Services

Rings

1. Ring reshaping

Necklaces, Bracelets & Chains

1. Fix or replace a broken jump ring

2.  Fix or replace bolt ring clasp

Earrings

1. Earring post soldering

2. Earring post reshaping

Stones & Setting

1. Stone tightening

Cleaning & Restoration

1. Jewellery polishing

2. Rhodium plating

 

Please note the exceptions to our lifetime warranty below:

- If a product has been mishandled and cannot be reverted to its original shape, we will do our best to help out. However, we cannot guarantee a replacement in the case that the damage cannot be mended by a jeweler.

- Normal wear and tear is not covered. We will do our best to help each customer but cannot guarantee that we will be able to repair a piece that is damaged due to everyday wear. 

- Any third party repair or sizing service on our jewelry voids warranty as we cannot guarantee their craftsmanship. 

- Gemstone replacement services will be subject to a fee. We will quote a price before proceeding with your repair.

Mojave does not accept liability for items deemed lost during the repair process via our online portal. Customers acknowledge and accept this policy when utilizing our repair services. It is the responsibility of customers to ensure that they have appropriate insurance coverage for their items before sending them for repair.

By utilizing Mojave's repair services through our online portal, customers agree to abide by the terms outlined in this policy. Mojave reserves the right to update or modify this policy as necessary to reflect changes in our operations or regulatory requirements.