Warranty
Every Since Love piece carries a one-year limited structural warranty against non-human-caused defects in materials and workmanship. Beyond the warranty period, the relationship continues through complimentary basic services and reasonably priced repair work. The boundaries of each are described below, plainly.
What we provide, and on what terms
Our after-sales support has three distinct layers, each with different scope and conditions. Understanding which layer applies to your specific situation determines what is and is not available to you, and at what cost.
Within twelve months of receipt, structural defects we verify as non-human-caused are repaired at no charge. Customer covers shipping to us; we cover return shipping within the U.S.
Beyond the warranty period, basic cleaning, prong inspection, and visual safety checks are provided as a goodwill service. Shipping and any required repair work are charged separately.
Out-of-warranty structural repair, re-plating, polishing, and stone replacement are available at quoted rates. The quote is given before any work begins, and is honored for thirty days.
The work that lives below the crown
A diamond setting is not the prong tips you see at the surface. It is the entire structural system below: the basket, the gallery rails, the prong roots, the seat that cradles the stone, the solder joints that bind metal to metal. Every covered warranty issue concerns this structural system, not the surface.
When we inspect a piece for warranty applicability, the work happens under ten-power magnification or higher. The questions we are answering: was this defect present in the original fabrication, or did it develop from external force? Did this prong lift because the solder joint was incomplete, or because the ring caught on something?
The one-year limited structural warranty
Within one year from the date you received the piece, we cover structural defects that we verify and determine to be non-human-caused production or manufacturing issues. The warranty is meaningful precisely because its boundaries are clear.
- Non-human-caused structural setting detachment
- Non-human-caused structural breakage of metalwork
- Structural abnormalities under non-abnormal use
- Manufacturing defects in materials or workmanship
- Solder joint failure not caused by impact
- Pre-existing prong defects discovered during normal wear
- Scratches or dents from daily wear
- Damage caused by accidental impact
- Stone loss due to improper care
- Damage caused by third-party repair or resizing
- Chemical damage from exposure to cleaning agents or cosmetics
- Subjective changes in luster perception or aesthetic preference
Magnuson-Moss Warranty Act compliance
The limited warranty described on this page is the warranty Since Love provides voluntarily. It does not limit any statutory rights and remedies you may have under the Magnuson-Moss Warranty Act, state consumer protection laws, or other applicable laws. Under different state laws, certain implied warranties such as the Warranty of Merchantability may not be disclaimed or limited; to the maximum extent permitted by law, such statutory warranties have the same duration as this limited warranty.
Lifetime complimentary basic services
Beyond the one-year warranty period, we provide certain basic services as an ongoing goodwill gesture for the life of the piece. These services are unilaterally provided and are not contractual obligations, which means we may adjust the scope or terms in the future, but our standing intent is to provide these services indefinitely.
The complimentary services include basic cleaning by hand and ultrasonic, prong inspection under magnification to identify any developing structural concerns, and visual safety checks covering setting integrity, clasp function, and overall structural soundness. These three services are provided at no charge to the original purchaser for the life of the piece, regardless of how long ago the original purchase occurred.
Shipping the piece to us for these complimentary services is the customer's responsibility. We cover return shipping within the U.S. on complimentary service requests. If the visual inspection identifies any issue requiring actual repair work — tightening a prong, repairing a chain link, replacing a clasp — that work is quoted separately and is not part of the complimentary service.
Paid Repair After The Warranty Period
Hover or scroll through the stages to see what happens between the moment a piece leaves our QC bench and the moment it reaches your hand. Most orders complete this sequence within eight to ten business days for U.S. domestic addresses.
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01
Scope Of Paid Repair
Available services include prong tightening, prong replacement, structural repair, re-plating of white gold pieces, polishing and refinishing, ring sizing beyond the free-resize scope, stone tightening, replacement of lost side stones, clasp repair or replacement, and re-engraving. Most common repairs cost less than five percent of the original piece value.
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Quote Before Work Begins
After we receive the piece and complete inspection, we provide a written quote covering the scope of work, the cost, and the estimated turnaround. No work begins until you confirm the quote. If you decline, we return the piece at your shipping cost without further charge.
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Shipping Costs For Paid Repair
For out-of-warranty paid repair, the customer covers both outbound and return shipping. For warranty repairs that we have verified as covered, the customer covers shipping to us, and we cover return shipping within the U.S.
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04
No Loaner Pieces During Repair
Because each piece has unique stones, dimensions, and craftsmanship, we do not provide loaner or borrowed pieces during repair. The customer accepts a reasonable waiting period during which the piece is unavailable. Most repairs complete within ten to fifteen business days from the date we receive the piece.
What lifetime cleaning actually involves
Lifetime complimentary cleaning is not a quick rinse. It is a four-stage cycle: ultrasonic cleaning to remove deep residue, steam cleaning to lift surface oils, hand polishing to restore the metalwork luster, and a final ten-power inspection of every prong, solder joint, and structural element. The full cycle takes our bench team approximately ninety minutes per piece.
The inspection portion of the cycle is the most valuable part. Many structural issues are caught early during routine cleaning, before they become acute problems that risk losing a stone.
How A Warranty Claim Or Repair Request Actually Works
Please contact our team before sending your item back, so we can guide you through the correct steps and make sure your piece reaches us safely.
Email support@sincelovejewelry.com with your order number and clear photographs of the issue. We respond within one business day with shipping instructions and any preliminary assessment.
Use a fully insured, signature-required shipping method. The customer bears shipping risk until we receive the piece. We provide return-label assistance for verified warranty claims.
Within three to five business days of receipt, we inspect the piece, determine warranty applicability, and provide a written quote if paid work is required. No work begins without your written approval.
Repair work proceeds at our atelier, followed by full QC inspection. The piece returns to you via insured signature-required shipping. Most repairs complete the full sequence within fifteen business days.
Repair restores; it does not replace
When a piece is repaired under warranty, the goal is to restore it to normal use function rather than to issue a replacement. Unless we determine that a defect cannot be remedied through repair, we fulfill the warranty obligation through repair work rather than through replacement with a new piece. This is consistent with industry practice and reflects the reality that fine jewelry pieces are not interchangeable in the way that mass-produced consumer goods are.
If a repair is determined to be unavailable after professional evaluation, we will review the appropriate solution based on the condition of the piece and the nature of the issue. Any resolution will be determined following inspection by our jewellery specialists.
The legal substance
The warranty commitments described above are the customer-facing presentation of Section 17 of our Terms and Conditions, which is the controlling legal document for all warranty, wear, care, and repair matters. In any event of conflict between this page and the Terms and Conditions, the Terms and Conditions prevail. The limited warranty is a voluntary commitment we provide to consumers and does not limit your statutory rights under the Magnuson-Moss Warranty Act or applicable state law. Read the full terms or contact info@sincelovejewelry.com.