Returns & Refunds Policy

QALB JEWELS

Warranty Policy

Qalb Jewels Ltd (UK) · Last updated: 30 August 2026

1. Overview

Every Qalb Jewels piece is designed and handcrafted with precision and care, and we stand behind the quality of our materials and workmanship. This Warranty Policy sets out the coverage, limitations, and claims procedure applicable to all jewellery made and sold by Qalb Jewels Ltd (UK).

Where something falls outside this warranty, it does not fall outside our care. Every piece we make has lifetime access to Qalb Care, our in-house repair and restoration service, described in section 6 and in the accompanying Qalb Care document.

2. Warranty coverage

All jewellery purchased from Qalb Jewels is covered by a 2-Year Limited Manufacturing Warranty, beginning on the date of collection or delivery.

2.1 What the warranty covers

This warranty covers defects in manufacturing and materials, including:

– structural defects in the metalwork (e.g. porosity, solder failure, or improper assembly);

– manufacturing defects in engraving, internal cage structures, or applied finishes;

– early setting failure: a gemstone that becomes loose in its setting, or detaches from it, within 30 days of collection or delivery. A genuine setting fault reveals itself quickly; within this window we will secure or re-set the stone free of charge.

2.2 A note on settings

Prongs, claws, and bezels are subject to everyday forces — knocks, snagging, pressure — that gradually loosen any setting, however well it was made. Because loosening that develops in normal use cannot be distinguished from workmanship after the piece has been worn, the loosening of settings after the first 30 days is treated as normal wear and is not covered by this warranty. It is, however, exactly what Qalb Care exists for: we will tighten, re-tip, or re-set stones at a fair, quoted price for the lifetime of the piece.

3. What the warranty does not cover

Due to the handcrafted nature of our pieces and the realities of daily wear, the following are not covered:

– normal wear and tear (e.g. scratches, minor dents, fading, or surface abrasion);

– loosening of prongs, claws, bezels, or other settings after the first 30 days, and any resulting movement or loss of a gemstone;

– damage caused by impact, mishandling, or improper use;

– loss or theft of jewellery or gemstones;

– chemical damage (e.g. exposure to chlorine, perfumes, or cleaning agents);

– gemstone damage — chips, cracks, or abrasion — caused by impact, wear, or misuse;

– alterations, resizing, polishing, or repairs performed by anyone other than Qalb Jewels, which void this warranty in respect of the affected work.

4. Gemstone characteristics

Each gemstone we set is natural and unique, certified through AnchorCert (Birmingham Assay Office) or an equivalent laboratory. Natural gemstones may contain inclusions, growth structures, or slight colour variations; these are the fingerprints of a natural stone, not defects, and do not qualify for warranty claims. Natural stones can also fracture or abrade under stress, and such damage is not covered.

5. Care and annual inspection

We invite every client to a complimentary annual inspection and clean under Qalb Care — at our Birmingham studio, at a Qalb Jewels-approved location, or by insured post. During an inspection we check settings, wear points, and finish, and log the visit against the piece’s record.

The annual inspection is a benefit, not an obligation: your warranty does not depend on it. We simply recommend it — a setting checked once a year rarely surprises its owner.

6. Beyond the warranty: Qalb Care

The warranty covers how a piece was made. Qalb Care covers how a piece is lived in. For the lifetime of the piece, and whoever owns it, our studio offers:

– stone security — tightening, re-tipping, and re-setting;

– surface renewal — professional cleaning, polishing, refinishing, and restoration of engraving and texture;

– structural work — resizing (within structural limits), shank repair, and restoration.

All Qalb Care work is individually assessed and quoted before anything proceeds. Full details are set out in the Qalb Care document.

7. Transferability

This warranty applies exclusively to the original purchaser and is non-transferable, including where the piece is gifted, inherited, or resold.

Qalb Care, by contrast, follows the piece: any current owner of a Qalb Jewels piece may use it. We can also verify authenticity and re-certify a piece for a secondary owner on request (fees may apply).

8. How to make a warranty claim

1. Email care@qalbjewels.com with your order number, photographs, and a description of the issue.

2. Our team will assess eligibility from your documentation and, where needed, physical inspection, and will confirm whether the issue falls under warranty.

3. If approved, we will send shipping instructions. On inspection, Qalb Jewels will repair, replace, or recreate the piece at our discretion, free of charge.

4. If the fault is not covered by the warranty, we will provide a Qalb Care estimate before any work begins — nothing proceeds without your approval.

9. Shipping and liability during service

Customers are responsible for the safe shipment of items to our workshop. We strongly recommend insured, tracked shipping (e.g. Royal Mail Special Delivery or Malca-Amit); Qalb Jewels is not liable for items lost or damaged in transit to us. Return shipping for valid warranty repairs is complimentary within the UK.

10. Your legal rights

This warranty is provided in addition to, and does not limit, your statutory rights under the Consumer Rights Act 2015. Nothing in this policy affects your legal consumer protections under UK law.

11. Warranty summary

12. Contact

Qalb Jewels Ltd (UK)

Registered office: [Insert address]

Email: care@qalbjewels.com · Phone: [Insert number]

GEMSTONE CAROUSEL