Our Promise To You
As independent private jewelers, we are deeply committed to providing you with exceptional customer service!
- Your Diamond & Moissanite Jewelry Warranty -
LIFETIME STONE WARRANTY (For Moissanite Only)
Our moissanite gemstones will never turn cloudy or lose their color, and we guarantee that they will keep their brilliance for decades to come. If you believe there is an issue with your stone, please contact us immediately so we can evaluate the situation. If it’s determined to be a defect, we’ll replace it at no cost.
COMPLIMENTARY THREE-MONTH MANUFACTURER DEFECT WARRANTY
(For All Gemstones, Rings & Jewelry)
This warranty covers manufacturer defects for a period of three (3) months from the date the jewelry is received.
Manufacturer defects are rare and, when present, are typically noticed immediately upon receipt or within the first few weeks of wear. If you believe your piece may have a manufacturing defect or arrives with any concerns, please contact us immediately so we can find a solution. Please include as much feedback about the issue along with photos & videos if possible so we can best access the situation & solution.
Any issues reported after the three-month warranty period are presumed to be the result of normal wear and tear, accidental damage, improper care, or misuse, and are not covered under this warranty.
At TiamoGem Co., we reserve the right to refuse any repair, replacement, or refund request if we determine that the jewelry has been intentionally damaged, mishandled, altered, or improperly worn.
If a piece is returned to us for inspection and is found not to have a manufacturer defect, the item will not qualify for warranty coverage & can be repaired at the client’s expense or returned to the client as is.
FOR LOCAL CLIENTS - Also included in this warranty is one free resizing down (not including eternity bands), and unlimited jewelry cleanings within reason. For resizing up, client is responsible for the fee to add the extra gold to your band & size up.
FOR NON LOCAL CLIENTS - USA & Outside of Toronto, Canada - Same services are offered however all shipping costs, duties, taxes, and customs fees associated with resizing or cleaning services are the client’s responsibility, even when the service itself is provided at no charge.
PLEASE NOTE: If jewelry must be shipped back to us for inspection or repair:
The client is responsible for all shipping costs including, shipping, duties, taxes, customs charges, and brokerage fees both ways regardless of outcome.
If the item is found to have a confirmed manufacturer defect within the warranty period, we will complete the repair at no additional cost and return the item to the client.
If the issue is determined to be due to client misuse, physical damage, or normal wear, all costs related to repairing the item, shipping, duties, taxes, and return delivery remain the client’s responsibility.
IMPORTANT FOR NON LOCAL CLIENTS OUTSIDE OF TORONTO / GTA CANADA. INCLUDING USA & INTERNATIONAL
- Long-Term Service for Non-Local Clients -
We will never refuse to assess or repair a piece originally created by TiamoGem Co., regardless of its age or condition.
For clients located outside of the Greater Toronto Area, including throughout the United States and internationally, we are happy to provide ongoing resizing, stone replacement, repairs, restoration, and maintenance services both during and after the warranty period.
If your piece requires service, you may ship it back to us for evaluation. Once received, we will inspect the piece and provide a quote for any repair work required. No repair work will be completed without your approval.
In the first 3 months, If a repair is determined to be the result of a manufacturing defect and falls within the applicable manufacturer guarantee period, the repair may be covered under our warranty policy. Any repairs, maintenance, resizing requests, restoration work, replacement stones, replacement materials, labour charges, or other services that fall outside of manufacturer defect coverage or outside of the applicable manufacturer guarantee period will be quoted separately and are the responsibility of the client.
Please note that all shipping costs, insurance, duties, customs fees, taxes, brokerage fees, and any other charges associated with sending the piece to and from TiamoGem Co. are the responsibility of the client.
For routine maintenance such as cleaning, polishing, rhodium plating, stone tightening, or minor adjustments, we recommend working with a trusted local jeweler or goldsmith whenever possible to avoid unnecessary shipping costs and delays. However, clients are always welcome to return their piece to TiamoGem Co. for service if preferred.
WHAT’S NOT INCLUDED IN YOUR WARRANTY
Please be aware that damage resulting from intentional actions or misuse is not covered under our policy. Examples of such damage include wearing your jewelry while participating in physical activities or handling chemicals, doing chores, overexposure to moisture or sunlight for extended periods of time, or wearing it in the hot tub or while swimming. Additionally, mishandling such as pulling or knocking the stones or prongs, sleeping with your jewelry on, or leaving it outside the box or pouch can also result in damage that is not covered under our policy. We are not responsible for any damage that occurs as a result of not following the proper care instructions.
Theft and loss are also not covered under our warranty. Contact your insurance provider for more information on protecting your jewelry.
Stone loss of any size including setting, band & side accent stones due to misuse + wear & tear
Damages caused by another jeweler are not covered. If you decide to take your piece elsewhere for repair or cleaning, your warranty becomes instantly void.
Any and ALL BUBBLE BAND & single shared prong designs are not covered by the warranty including any stone loss or fall out of the bubble band even in the first 3 months after purchase as we do not recommend this setting to clients during our initial conversations.
For additional questions regarding your warranty and our at-cost services, please contact us for personalized assistance.