At LeCaine Gems, we are dedicated to fulfilling your jewellery desires, by ensuring that the highest standards are upheld in the manufacturing of our fine jewellery pieces. In the event that the jewellery received is not as described in the order, please contact us and we will promptly address it.
1. What does LeCaine Gems’ Warranty cover?
At LeCaine Gems, we offer a 1-year limited warranty from the date of purchase, which covers jewellery purchased from us. LeCaine Gems will repair or replace, abiding by the terms and conditions of this warranty policy, any jewellery purchased from our online store or physical retail store, during the duration established in the warranty, if the item is found to have manufacturing defects. Any chip, crack or damage to the main stone will be fully replaced at no cost.
2. What is not covered under the Warranty?
Our warranty covers only jewellery with completed designs (ie. with gemstones set in place). Unfinished jewellery (ie. semi-mount, casings, and loose stones) are not covered by our warranty. The warranty does not cover damage to the item caused by accident or abuse or daily wear and tear. Please note that for gemstone replacement, the warranty only covers a one time center gemstone replacement claim. Subsequent repairs for damaged stones will be chargeable.
3. How long is the Warranty valid for?
LeCaine Gems provides a 1-year limited Warranty from the date of purchase of any LeCaine Gems jewellery. Customers can opt for extended warranty, the following rates apply accordingly:
1- Year Warranty
2- Years Warranty
3- Years Warranty
*Please note that the application for 2- and 3-years warranty must be made within specific timeframes, from the date of your jewellery purchase. They are as follows:
- Ready-made jewellery: within 2 business days from the date of purchase.
- Custom-made jewellery: within 10 business days from the date of purchase.
4. Who can make a Warranty claim?
LeCaine Gem’s Warranty applies only to the original owner of the jewellery, throughout the established duration of the warranty.
5. How does one make a Warranty claim?
Warranty claims would have to be supported by proof of purchase or relevant documents (ie. Authenticity Certificate and Payment Receipt), subject to the final confirmation by LeCaine Gems, before the item is shipped over (if from overseas) or for local drop-in maintenance.
For overseas customers, we would recommend using reliable courier companies such as FedEx, DHL, UPS, EMS or USPS. Customers are liable to bear any shipping, taxes and duties when received into Singapore. Once approval has been granted for the maintenance of the item as covered under warranty, the item should be shipped to us on the 10th day with the assigned tracking number. Upon confirmation, a Return Merchandise Authorisation (RMA) number will be issued to customers.
6. What is the process after a Warranty claim has been submitted?
All warranty-covered services will proceed only after inspection of jewellery has been conducted by LeCaine Gems. Please allow 2 business days for product inspection and 7 to 14 days for processing of the item.
7. What are the options available if the jewellery repair services required are not covered by the Warranty?
Repair services that are not covered under the warranty are available at a chargeable amount. Please contact us to schedule a consultation, we will advise you on the standard assessment procedure and estimated costs accordingly.
If there is any damage to the jewellery not caused by manufacturing defects, including the loosening of gemstones or gemstones falling out, the following Limited Lifetime Warranty policies will be in effect.
*Repairs will take around 2 weeks to complete, depending on the degree of damage incurred.
Other jewellery repair or restoration services that are not covered under the warranty are available at a chargeable amount:
*Please note that for 18k Gold Plated metal bands, it is common for scratches to appear due to regular usage. To regain the surfaces’ shine, customers can opt for our professional jewellery polishing and plating service.
For enquiries pertaining to other jewellery repair services, feel free to contact us to schedule a consultation, we will advise you on the standard assessment procedure and estimated costs accordingly. Customers will be liable to pay for any shipping charges, taxes and duties that are incurred, as detailed in question 5 above.
Lifetime Cleaning Warranty:
At LeCaine Gems, we offer professional jewellery cleaning services at no cost to our valued customers who purchase our jewellery. For our customers, please feel free to contact us to arrange for a jewellery cleaning service. Customers will be liable to pay for any shipping charges, taxes and duties that are incurred, as detailed in question 5 above.