STONE STORY WARRANTY POLICY
At Stone Story, we take pride in the craftsmanship and quality of our jewellery. We offer a 3-month warranty on all products to ensure your satisfaction and to protect against manufacturing defects. Below are the details of our warranty coverage and conditions:
1. Warranty Coverage
- Duration: The warranty is valid for 3 months from the date of purchase.
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What’s Covered:
- Manufacturing defects in materials and workmanship.
- Free restoration of stretchable cord bracelets (provided all original beads and charms are returned).
- Repair of clasps, hooks, or other metal components found defective upon arrival.
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Exclusions:
- Normal wear and tear, including tarnishing of metal or loss of plating.
- Damages caused by accidents, misuse, neglect, or improper care.
- Loss of gemstones due to impact, rough wear, or improper handling.
- Products altered or repaired by unauthorized third parties.
2. Restoration of Stretchable Cord Bracelets
- If your stretchable cord bracelet needs repair during the warranty period, we will restring it for free, provided you return all original beads and charms.
- Missing Beads or Charms: If any original beads or charms are missing, a fee will be charged for replacements. The cost will be determined based on the missing items and must be prepaid before shipping.
- After Warranty Period: For repairs after the 3-month warranty, there will be a ₹500 fee for restringing services, excluding the cost of any missing beads or charms.
3. Metal Refurbishing Services
- Eligibility: We offer refurbishing services for jewellery made by Stone Story only. This service includes repolishing, re-plating, and stone cleaning to restore your pieces to their original shine.
- Inspection: Upon inspection, we may decline refurbishing if the jewellery is damaged beyond repair or if the metal is too worn for effective polishing. In such cases, the customer will bear the shipping costs as well as repair cost.
- Exclusions: Stretchable cord bracelets without charms are not eligible for refurbishing.
4. Warranty Claim Process
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How to Initiate a Claim:
- Contact us via email or our support team with details of the issue and proof of purchase.
- Send clear photos of the item showing the defect for a preliminary assessment.
- If approved, we will provide instructions on how to ship the product back to us for repair.
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Shipping Costs:
- During the warranty period, Stone Story will cover shipping costs for repairs if the issue is deemed a manufacturing defect.
- After the warranty period, the customer will bear all shipping costs for repairs or refurbishment.
5. Limitations of Warranty
- Custom Orders: Customized pieces or made-to-order designs are not covered by our warranty.
- Refurbishment Denial: If a product is inspected and does not qualify for repair or refurbishment (due to severe damage or wear), the customer will be responsible for return shipping.
- One-Time Exchange: If a customer opts for an exchange within 7 days due to dissatisfaction, the exchanged product is not eligible for any future exchanges or warranty claims.
