Tok Jewellers

Returns and Warranty

Returns and Warranty:

At Tok Jewellers we pride ourselves of extremely high quality craftsmanship, consistent QC checks, we only use the highest grades of materials available in the world, alongside the industry’s leading machinery, equipment and tools to ensure you get the best, all of this is backed up with over 42 years hands on experience.

IF in the event a product you have purchased from Tok Jewellers that maybe faulty please contact us first for the fastest resolution.

Below is the warranty breakdown:

  • For ready-made finished (off-the-shelf) jewellery we offer a standard 12month warranty. We offer a one-off complimentary polishing within the first 12months. During this time if any faults arise we will repair the faults free of charge.

Please note: Misuse, abuse and carelessness is not covered under this warranty, in addition any repairs, adjustments or polishing that has been done by another business or jeweller will automatically void this warranty.

  • For custom-made finished jewellery from Tok Jewellers (this means when Tok Jewellers makes the item from start to finish and does NOT use YOUR supplied Gem stones, CAD files, resins/waxes and/or metals) we offer LIFETIME warranty and guarantee, during this lifetime we offer a once a year complimentary polishing and rhodium plating.

Please note: Misuse, abuse and carelessness is not covered under this warranty, in addition any repairs, adjustments or polishing that has been done by another business or jeweller will automatically void this warranty.

  • For custom-made finished jewellery from start to finish with YOUR supplied goods, metals, drawings and or gemstones. During this time we offer a complimentary one off polish within the first 12months, below explain the details in depth:
  • If you supply us a 3D drawing: We cannot warrant the quality of the print nor can we warrant the sizing to be accurate (finger size & gemstone size, thickness etc).
  • If you supply us a wax or resin: We will warrant the metal to be free from any defects, however we can NOT guarantee or warrant it will cast successfully.
  • If you supply us with your own metal: We can NOT warrant or guarantee the metal to be free from any defects, nor can we guarantee it will cast successfully.
  • If you supply us your own gemstone(s): We cannot warrant or guarantee the gemstone(s) from falling out after being set, nor can we warrant or guarantee the gemstone(s) from cracking during setting.
  • Under NO circumstances is Tok Jewellers responsible or liable for the loss of ANY gemstone(s) that may fall out. It is up to you the consumer to find the fallen out gemstone(s).
  • Misuse:

Jewellery is very delicate and can easily be damaged if misused, a ring may bend out of shape, possibly causing a gemstone(s) to fall out, this is because of the “pressure” you are applying to your fingers, some activities that fall under misuse are the following but not limited to:

  • Riding a bike
  • Lifting Weights or doing strenuous exercise that requires you to use your hands
  • Any other activity or duty such as mopping & vacuuming
  • Washing dishes (the sudden hot/cold temperature change of water can cause certain gemstones to crack)
  • Swimming (salt or chlorine can strip the rhodium coating thus causing it to tarnish)

 

Abuse:

Jewellery is very delicate, if you abuse your jewellery warranty is automatically voided, such acts include but not limited to:

  • Intentionally throwing your jewellery
  • Intentionally attempting to bend or stretch your jewellery
  • Using your jewellery in any other matter that it is not intended for

 

Carelessness:

Jewellery must be looked after very carefully, acts of carelessness can easily damage jewellery and automatically void warranty, such acts include but are not limited to:

  • Knocking your hands on solid objects
  • Dropping your jewellery when removing from body

If your jewellery needs to be mailed back to Tok Jewellers, as a consumer it is your responsibility to ensure it is safely packaged and sent back to us, you must pay for the postage, the package is 100% your responsibility and liability to ensure the package arrives to Tok Jewellers safely. Tok Jewellers will not and cannot be held accountable or liable for any packages that do not make it back to Tok Jewellers. Once Tok Jewellers has received your package we will notify you that we have it, we will assess the product and if we deem the product is genuinely faulty we will reimburse you for all postage costs that you incurred.

 

Returns:

  • All returns must have a copy of the invoice to show proof of purchase.
  • Due to hygienic reasons earrings cannot be returned or exchange (unless faulty).
  • Custom made jewellery cannot be returned or exchanged for “change of mind”.
  • Jewellery that has been altered cannot be returned or exchanged for “change of mind”.
  • Tok Jewellers will exchange off the shelf goods returned in as NEW condition with proof of purchase within 14 days.

If you have further questions or you are unsure about something please don’t hesitate to contact us to ask for more information.