Fine jewellery is durable but not indestructible. The written warranty supplied with an order identifies its period, territory and scope. Statutory rights remain separate from any additional commercial warranty.
Manufacturing concerns
A confirmed defect in workmanship or supplied material is assessed against the approved specification, delivery condition and wear history. An appropriate remedy may be repair, replacement or another solution required by the contract or law.
What is normally excluded
Ordinary wear, scratches, surface finish changes, accidental impact, bent claws, damaged chains, loss, theft, misuse, chemical exposure, incorrect storage, work by another repairer and damage to customer-owned material are normally outside a manufacturing warranty unless expressly included.
Stone security and inspection
Settings can move through wear. Rings and frequently worn pieces should be inspected periodically and after a significant impact. Stop wearing a piece if a stone moves, a claw catches, a hinge becomes loose or a chain is damaged.
Cleaning and care
Use the care instructions supplied for the specific metal and stone. Ultrasonic, steam, chemical and home-cleaning methods are not suitable for every gemstone, treatment, enamel, pearl, adhesive or antique construction.
Resizing and alteration
Resizing depends on metal, setting style, engraving, stone placement and previous work. Some designs have a limited safe range or require remanufacture. A size selected by the customer without professional measurement remains subject to the written order terms.
Customer-owned and heirloom material
Existing stones and metals can contain hidden wear, inclusions, prior repairs or uncertain composition. The assessment identifies visible risk, but some issues emerge only during unset, cleaning or manufacturing. The order confirmation explains how that risk is allocated.
How to request service
Send the order reference, photographs and a description of the concern before shipping the item. Diamond Kingdom will provide an assessment route and, where appropriate, an estimated cost and timescale.
Scope, written confirmations and priority
This policy explains manufacturing support, maintenance, inspection and repair at website level. It does not replace an individual quotation, order confirmation, laboratory report, return authorisation, warranty document or written exception agreed for a particular customer. When information differs, mandatory law comes first, followed by the accepted written contract and the document created for the specific transaction. General website copy is then used as supporting context. Customers should keep the latest version of every approval and ask for clarification before relying on a verbal summary. Diamond Kingdom should identify which details are confirmed, which are estimates and which depend on inspection or third-party evidence. Examples include wear, impact, resizing, cleaning, stone security, repair or warranty assessment. A transparent process records the decision at the point it is made rather than trying to reconstruct it after production, delivery or a dispute.
Practical customer checklist
Before taking action under this policy, record the page or order reference, the date, the customer name used for the enquiry and the outcome you are requesting. Preserve relevant messages, quotations, invoices, photographs, certificates, packaging and delivery evidence. Read the complete written specification rather than relying on a product title or social-media image. Where a deadline matters, state the exact date and explain why it is important. Where an image is supplied, confirm that you are entitled to share it and identify whether it is a visual reference or the exact item concerned. Do not send a valuable jewel, loose stone or original document until a secure route has been agreed. These steps are not intended to create an obstacle; they allow customer care to identify the correct record, assess the issue proportionately and avoid asking the customer to repeat the same history to several people.
Communication, records and reasonable response
A warranty or service request should be acknowledged within a reasonable period and handled through a channel that preserves the important details. The first response may ask for missing information, explain the expected assessment route or provide an interim safety instruction. A complex matter can require a workshop inspection, carrier investigation, laboratory clarification, supplier evidence or professional advice. Diamond Kingdom should keep a concise record of the material facts, decisions and customer approvals while limiting access to people who need the information. Customers should receive an understandable explanation of the next step and any cost, timescale or limitation that can be confirmed. Automated messages and website tools support the process but do not replace a human review where the decision affects money, personal data, product identity, safety, legal rights or an approved jewellery specification.
Jurisdiction, mandatory rights and policy updates
Diamond Kingdom serves customers who may be located in different countries. Consumer, privacy, electronic-communications, customs and dispute rules can therefore depend on the contracting entity, customer status, delivery destination and way the agreement was formed. Nothing in this policy is intended to remove a right or remedy that cannot lawfully be excluded. If a local rule gives the customer greater protection, the mandatory rule applies. The website version may be updated when the service, technology, supplier process or legal framework changes. A material change does not retrospectively rewrite an accepted order unless the parties agree or the law requires it. For an active transaction, use the version and written terms supplied with that transaction and contact customer care if the website summary appears inconsistent.