Every Artimelle piece is crafted and inspected with care, and we are here to help with its ongoing care.
Lifetime manufacturing warranty
Artimelle provides a lifetime warranty against manufacturing defects in materials or craftsmanship, available to the original purchaser with proof of purchase. If our assessment confirms a manufacturing defect, we will put it right at no cost to you.
If a stone becomes loose or falls out, we will inspect the piece to assess the cause and explain our findings. We cover the necessary repair, including replacing a stone lost as a direct result of a confirmed manufacturing defect. This includes missing pavé stones where the loss results from such a defect.
Examples of covered defects
Coverage may include clasps, hinges or closures that fail because of a manufacturing fault; stones that are loose, unevenly set or misaligned on delivery; and structural metal faults, such as porosity or cracks, that result from manufacturing and compromise the piece’s durability. Each issue is assessed individually.
How after sales service works
1. Contact us. Reach our Client Experience team at support@artimelle.com or WhatsApp +852 8404 9865 with your order details, a description and photographs if available.
2. Assessment. We may need to inspect the piece in person. We will explain our findings, the proposed solution, and expected timing.
3. Service. Confirmed manufacturing defects are addressed without a repair charge. For non-covered work, we assess feasibility and provide a quotation for your approval before any paid work begins.
4. Return or collection. We will confirm when your piece is ready and arrange its return or showroom collection with you.
Complimentary after sales services
For Artimelle jewelry, we offer lifetime complimentary in-store cleaning, one complimentary repolishing service to refresh the surface finish, complimentary engraving within 30 days of receipt or showroom collection, and complimentary resizing within 90 days of receipt or collection where the design permits.
Full diamond bands and certain other designs cannot be resized because of their construction. Engraving and repolishing depend on the design, materials and condition. Repolishing may not remove every mark and does not include structural repairs or replacement stones. Shipping and additional services are not automatically included in complimentary care. Contact our Client Experience team at support@artimelle.com or WhatsApp +852 8404 9865 to arrange a service.
What is not covered
The lifetime manufacturing warranty does not cover normal wear and tear, accidental damage, misuse, improper cleaning or storage, or damage caused by neglecting necessary maintenance or a known repair need. Loss or theft of the piece is not covered.
Examples of non-covered issues include:
• Surface scratches, dents or worn metal and prongs caused by use over time.
• Bent prongs, misshapen rings or bangles, or chipped or cracked stones caused by pressure, impact, snagging or other accidental damage.
• Clasps or chains loosened, stretched or broken by wear, pulling or accidental force; stones lost because of that wear or external damage.
• Fading or discoloration resulting from exposure to chemicals, cosmetics, swimming pools, heat or other external conditions.
These examples apply where the cause is wear, damage or an external condition. They do not automatically exclude an issue that assessment confirms was caused by a manufacturing defect. We assess the individual piece and explain our findings.
Third party servicing
Repairs, resizing, polishing, stone setting or other work performed by a jeweler outside Artimelle, without our authorization, will void the voluntary manufacturing warranty and eligibility for complimentary after-sales care. Please arrange servicing through Artimelle.
Help outside warranty coverage
We can assess non-covered repair requests and explain the available options. Any service fee, shipping or other applicable charges will be quoted for your approval before work begins.
Policy terms
Warranty eligibility is assessed under the terms above. We may decline voluntary warranty coverage where assessment confirms an excluded cause and will explain our findings. Please contact our Client Experience team at support@artimelle.com or WhatsApp +852 8404 9865 if you would like us to review the assessment. Your statutory rights remain unaffected.
We may update this policy. The terms provided at purchase apply to your order; later updates do not remove existing rights.