Warranty claims policy
I OPENING CLAUSE
1/ By virtue of this warranty claims policy, in compliance with Section 18, Paragraph 1 of Act No. 250/2007 Coll. on Consumer Protection and on Amendments to Act No. 372/1990 Coll. on Misdemeanours as amended, iZlato, Ltd. duly informs the consumer (hereinafter “Customer” or “Buyer”) about the conditions and manners of claiming the rights accountable to liability for defect (hereinafter also “warranty claim request”) including the information on where the warranty claim can be claimed and on warranty service performance.
2/ This warranty claims policy is in accord with Section 18, Paragraph 1 of Act on Consumer Protection posted at JewelryAndGems.eu, it is available to Customer at a readily identifiable place.
II LIABILITY FOR DEFECTS OF SOLD ITEMS
1/ JewelryAndGems.eu is liable for defects that the sold item has upon delivery to Buyer – manufacturing defect (Section 619, Paragraph 1 of Civil Code) and defects that will appear after delivery within warranty period (Section 619, Paragraph 2 of Civil Code). The warranty time covers the period of 24 months (Section 620 of Civil Code).
2/ The period of warranty starts on the date of delivery of the product to Buyer (Section 621 of Civil Code).
3/ The period between claiming the right accountable to liability for defect and the moment when Buyer has to take (delivery of) the repaired item does not count as warranty time. If the defective product was replaced, the warranty period starts when the new product is taken in possession (delivered) (Section 627 of Civil Code).
4/ Rights accountable to liability for defect covered by a warranty period cease if they were not claimed during the warranty time (Section 626, Paragraph 1 of Civil Code).
5/ Seller is not liable for:
a defect caused by damage (breaking a chain, breaking a stone, scratching the item, misshaping/cracking a chain or a bracelet, scratching the precious metal, o-shaping or cracking a ring, damaging an item due to the presence of chemical agents, cleaning detergents, using cleaning cloths intended for matte or engraved surface, etc.)
a defect attributable to everyday use (normal wear and tear, e.g. thinning of hoops in dangle earrings, thinning of pendant loops, etc.)
loosened stone or pearl due to damage (crashing, falling, too much pressure being applied to the setting, exposure to water)
misshaping or breaking hollow jewellery
items damaged as a result of non-observance of the instructions for proper care (VI. GUIDELINES AND INSTRUCTIONS FOR PROPER CARE)
Normal wear, scratching, or damage cannot be considered a manufacturing defect, hence if this is the case, the warranty claim request will be justifiably declined.
The right for free warranty service shall terminate:
- if the defect product is not returned in its entirety, with all accessories,
- if Buyer does not report on a visible defect upon its taking/delivery,
- if the warranty period expires,
- in the case of unauthorised or careless treatment of the product, or malpractice,
- in the case of product damage caused by Buyer
Within a warranty period, Buyer has the right to have the defect repaired free of charge; this is so after Buyer sends the following to Seller’s address: the product with all accessories, all the necessary documentation including the warranty certificate and/or photocopied proof of payment that serves the function of warranty certificate, and a completed Warranty claim form.
White gold jewellery can turn yellow over time. This happens because white gold alloys used for making jewellery are of different kinds. The natural colour of gold is yellow. White gold is made by mixing (alloying) pure yellow gold with metals of white colours. These “bleach” the original yellow hue. White gold is made by mixing yellow gold with zinc and palladium and their different amounts in an alloy determine the shades of the white tint. White gold jewellery is plated with a thin coat of rhodium. Rhodium is a platinum-group metal of beautiful white colour. It is applied to jewellery as part of galvanising, which is the process of applying a protective coating such as gold plating. Just like any jewellery item, also a white gold ring wears down over time. The white rhodium plating wears off, exposing the yellowish tint of the gold alloy beneath.
III. THE PLACE FOR CLAIMING THE RIGHTS ACCOUNTABLE TO LIABILITY FOR DEFECT (WARRANTY CLAIM REQUEST)
Buyer has to claim the right accountable to the liability for defect immediately after the defect is noticed (Section 18, Paragraph 2 of Act on Consumer Protection). If the product is used despite the presence of the defect, and as a result the defect cannot be repaired, the warranty claim request will be justifiably declined. Buyer shall claim warranty claim either in person in one of the Seller’s shops or by sending the defect product to Seller’s address.
IV. GENERAL TERMS AND CONDITIONS OF WARRANTY CLAIMS
Upon submitting or delivery of the item to be considered for warranty claim, Buyer has to submit the original or photocopied proof of purchasing the item from Seller. Otherwise, the item cannot be considered for warranty claim.
V. WARRANTY CLAIMS PROCESSING
1/ Buyer has to fill out warranty claim form that can be downloaded from our website (at the bottom of the website) and by signing it s/he confirms that the defect item has been handed in. Upon submitting or delivery of the item to be considered for warranty claim, Buyer has to submit the original or photocopied proof of purchase for the purpose of warranty claim.
2/ Buyer has to send Seller either the original or photocopied invoice that s/he received upon the product delivery since it also serves as a warranty certificate. Otherwise, Buyer cannot cancel contract or submit the item for warranty claim.
3/ If Buyer claims a warranty claim, Seller or an appointed associate or an appointed person is obliged to determine the manner of processing the warranty claim (in compliance with Section 2, subparagraph m of Act on Consumer Protection) no later than 30 days after the warranty claim was claimed. After determining the manner of processing the warranty claim, the request is processed immediately; in justified cases, processing the request may take longer. However, it must not take longer than 30 days from the date of making a claim. After this period, Buyer is entitled to cancel the contract or to have the product replaced with a new one. The warranty claim processing is completed when a repaired product is shipped (handed back), or replaced, or Buyer is refunded the original item cost, or Buyer receives a discount off the item cost, or Buyer is notified that the item is ready to be picked up, or the warranty claim request is rightly refused (in compliance with Section 2, subparagraph m of Act on Consumer Protection).
4/ If Buyer submits a warranty claim request within the first 12 months from the date of purchase, Seller can refuse to process it only based on the outcome of expert assessment; irrespective of the outcome of the assessment, Buyer cannot be deemed responsible for any costs related to this assessment or any other expenses.
5/ If Buyer submits a warranty claim request later than 12 months from the date of purchase and Seller refuses it, the person dealing with the request—in the report—has to provide the information on to whom Buyer can send the product for expert assessment. If Buyer has the product assessed by the indicated person, Seller bears all assessment costs and any other duly incurred expenses irrespective of the assessment outcome. If the assessment process proves that Seller is responsible for the product defect, Buyer can claim warranty claim again; during the assessment process, the cooling-off warranty right applies. Seller is obliged to refund Buyer for any costs related to the arranged assessment as well as any duly incurred expenses within 14 days from the date of a repeated warranty claim claim. A repeated warranty claim request cannot be refused.
6/ Seller is obliged to issue a written report that the warranty claim request has been completed not later than 30 days after the warranty claim was claimed (in compliance with Section 18, paragraph 9 on Consumer Protection).
7/ In the case of defect that can be repaired, Buyer has the right to have it repaired in a proper manner, in due time, and free of charge. Seller will determine the way of how the defect will be repaired and is obliged to do so without undue delay (Section 622, Paragraph 1 of Civil Code).
8/ In the case of justified replacement, Buyer can request the product replacement instead of its repairing; in the case that just one part of the product is defective, Buyer can request the replacement of that part if this does not incur inadequate expenses on the part of Seller due to the price of the product or complexity of the defect (Section 622, Paragraph 2 of Civil Code).
9/ Seller can anytime replace a defective product for a product that is free from defects rather than repair the defective one if this does not cause serious problems to Buyer (Section 622, Paragraph 3 of Civil Code).
10/ In the case of justified warranty claim request, if the defect cannot be repaired and it prevents the product from correct functioning (as opposed to what a non-defective product would), Buyer has the right to have the product replaced or to cancel the contract. Buyer can claim the same rights if the defect can be repaired, however, the product cannot be duly used because of defect recurrence or a multitude of product defects (Section 623, Paragraph 1 of Civil Code).
11/ If the defect cannot be repaired, however, the defect does not prevent the product from functioning, Buyer is entitled to receive an adequate discount off the product cost.
12/ Seller has to process and complete the warranty claim request in one of the following ways:
- by handing back and/or shipping a repaired product
- by replacing a defective product
- by refunding the original item cost
- by issuing an adequate discount off the item cost
- by justified refusal of warranty claim
VI. GUIDELINES AND INSTRUCTIONS FOR PROPER CARE
Jewellery covers delicate items worn for personal adornment. If you want to enjoy your beautiful jewellery as long as possible, you should follow some rules.
1/ You should not wear your jewellery when performing any kind of work, or when you are in dusty, chemically aggressive, or damp environments, when performing work during which a chain can break, your earrings or pendant can cause an injury, or jewellery can be damaged.
2/ Do not expose your jewellery to (tap, fresh, or salt) water, detergents, hair spray, perfume, or other chemical agents.
3/ Jewellery can oxidise when it comes in contact with your sweat.
4/ You should remember to take off your jewellery before going to bed because it can break, tear, or become otherwise damaged, or it can cause you an injury.
5/ You should be especially careful with lightweight (hollow) jewellery, it is more sensitive to crashing; however, if taken proper care of, it will last as long as solid gold jewellery.
6/ Jewellery with specific finish (matte, sanded, gold-plated, or rhodium-plated) can wear off over time as a result of wear and tear. This jewellery should be protected from damage and should not be exposed to water, cleaning detergents, or chemical agents. When cleaning colour finish jewellery, you should use only a soft and dry cloth.
7/ In exceptional cases, a jewellery item can cause skin irritation. If this is the case, we suggest that you stop wearing it. This is considered an individual’s allergic reaction and cannot be deemed a manufacturing defect.
8/ Store your jewellery in a place where it is not exposed to aggressive chemical agents. The best way is to keep it in PVC pouches, in the dark, and away from the exposure to the air.
Gold jewellery and silver jewellery should be worn separately only, never together with other jewellery or a watch; in particular, FLEXI Collection, which is made of ultra-thin gold nanowires, and twisted rope chains and bracelets (Valis).
Gold jewellery plated with rhodium can quickly react to external environment factors by changing colour or by losing sparkle. Even a small amount of harsh chemicals can cause it to darken. It is especially sensitive to the presence of sulphur, and out of organic substances e.g. to human sweat. Human sweat composition varies from person to person; for this reason, some people experience colour change in their jewellery, some do not.
You should not put your stone or pearl accent jewellery into hot water. You should be very careful with some types of stones and pearls. Some stones, esp. pearls and amber can be mounted only by being glued to the setting, hence careless treatment and/or exposing them to hot water can cause them to fall out.
Stainless steel and titanium jewellery and watches represent new arrivals in our selection. Even though stainless steel is a very hardy and resistant alloy, the parts with high-shine finish can be scratched. Titanium is even more sensitive to surface damage. This refined metal is lightweight but at the same time very sturdy. However, it is prone to surface damage. Its main advantage is that, similarly to stainless steel, it is considered to be a material not causing allergies. Stainless steel jewellery that does not have colour finish should be cared for in the same way as gold jewellery.
At home, jewellery can be cleaned with cleaning supplies available in jewellery stores, drugstores, or in our online jewellery shop JewelryAndGems.eu. They include cleaning cloths and fluids. Prior to use, please, carefully read the instructions for use. Do not use cloths for cleaning jewellery with matte or engraved finish. In doing so, this type of finish can be damaged.
iZlato, s.r.o., Eurovea, Central 1, Pribinova 4, 811 09 Bratislava