TGN Jewellers Warranty Policy
Last Updated: 16/04/2025
Section 1: Our Warranty Commitment
At TGN Jewellers, we take pride in offering high-quality, durable, and beautifully crafted jewellery. To honour this commitment, we provide a Lifetime Warranty on all eligible jewellery items purchased through our official store. This warranty entitles the original purchaser to a one-time repair or replacement of their product should it fade, become damaged, or stop functioning under conditions of normal wear. The warranty is not transferable and applies only to non-custom, non-solid gold items purchased directly from TGN Jewellers.
Section 2: What the Lifetime Warranty Covers
Our Lifetime Warranty covers fading, breakage, or malfunction that results from material or workmanship defects under conditions of normal use. Eligible claims will result in a one-time repair or replacement of the item. If the item is no longer in production or is out of stock, we will allow the customer to exchange it for another item of equal or lesser value. Customers are responsible for submitting proof of purchase and complying with the claims process. The decision to repair or replace an item is at the sole discretion of TGN Jewellers.
Section 3: Warranty Eligibility and Processing Fee
All eligible claims under the Lifetime Warranty are subject to a non-refundable warranty processing fee of £20. This fee covers inspection, handling, packaging, and shipment of the replacement or repaired item. The fee must be paid before work is commenced or a replacement is dispatched. Items will not be returned if a claim is denied. Once we receive and verify the defective item, it becomes the property of TGN Jewellers and will be discarded. No partial refunds or product returns will be issued for rejected or forfeited claims.
Section 4: Exclusions and Limitations
The Lifetime Warranty does not cover any item that falls outside of our standard jewellery catalogue. Specifically, the following are excluded from coverage: custom jewellery (including bespoke designs, engraved or personalised items, special sizing or stone selections), solid gold items, watches, grillz, apparel, accessories, packaging, and display materials. This warranty also excludes issues caused by misuse, water damage, improper cleaning, contact with chemicals, accidental breakage, cosmetic wear and tear, or third-party modifications. Items showing signs of neglect, tampering, or intentional damage are not covered.
Section 5: Custom Jewellery Warranty
Custom jewellery is final sale and not eligible for Lifetime Warranty coverage. However, we offer a separate 30-Day Custom Craftsmanship Guarantee. If your custom item is delivered with a clear manufacturing defect or damage resulting from our production process, you may request a one-time repair within thirty (30) days of delivery. If approved, the repair will be conducted free of charge. Claims received beyond this timeframe will be denied, and any future repairs will be subject to standard service fees based on the scope of the issue. Custom jewellery repairs requested outside the 30-day guarantee window may incur fees exceeding £99 depending on complexity. Water damage, lost stones, and accidental damage automatically void all guarantees.
Section 6: Solid Gold Jewellery Repairs
All solid gold items are considered final sale and are not covered by the Lifetime Warranty. We offer post-sale repair services for solid gold pieces on a case-by-case basis. These services begin at a flat fee of £99, though more complex or extensive repairs may be invoiced at a higher rate. We reserve the right to deny service if damage is deemed irreparable or inconsistent with the nature of the original design.
Section 7: Peak Time Servicing & Third-Party Authorisations
During peak operational periods or under specific logistical conditions, TGN Jewellers reserves the right to delegate warranty repair work to vetted third-party specialists. These professionals are bound by strict quality control standards and confidentiality agreements. While this may extend the timeline of service to six to eight (6–8) weeks or longer, we guarantee that the same level of care and craftsmanship will be applied. Customers will be informed if their item is being outsourced for repair, and progress will be communicated via email. Refusal of third-party service will result in the customer forfeiting their eligibility for warranty coverage.
Section 8: Claim Process
To file a warranty claim, the original purchaser must send an email to tgnjewllers@gmail.com with the subject line “Warranty Claim - Order #[Insert Order Number]”. The email must include a detailed description of the issue, supporting images of the damage, and proof of purchase. Upon preliminary review, our customer service team will respond with approval instructions or further clarification if needed. If the claim is accepted, the customer will be provided with a return address for the item and an invoice for the £20 processing fee. The item must be returned within ten (10) business days of approval or the claim may be voided. Items must be shipped in secure packaging via tracked delivery to prevent loss or further damage during transit.
Section 9: Turnaround Time
Warranty replacements or repairs typically take between fourteen to twenty-one (14–21) business days from the date the item is received by our team. However, this timeline is subject to change during peak seasons, holidays, supply chain delays, or when third-party repair services are involved. In such cases, turnaround may be extended to six to eight (6–8) weeks. We will update customers regularly during this process, and no refunds or additional compensation will be issued due to extended turnaround times.
Section 10: Warranty Abuse and Policy Enforcement
TGN Jewellers actively monitors warranty activity to identify patterns of abuse or fraudulent claims. Abuse may include repeated false claims, submission of ineligible items, intentional damage, or tampering with items to qualify for coverage. We reserve the right to blacklist customers who engage in such activity, deny future warranty services, and cancel ongoing warranty requests. In cases of suspected fraud, legal action may be taken to recover losses and protect our brand’s integrity.
Section 11: Modifications and Right to Refuse
TGN Jewellers reserves the right to amend, suspend, or terminate the Lifetime Warranty at any time without prior notice. Any such changes will only apply to purchases made after the revision date of this policy. We also reserve the right to deny warranty coverage for any item at our discretion if we determine that the issue does not fall under the stated terms or if the customer has violated our Terms of Service or return policies.
Section 12: Contact
For all warranty-related questions, please contact our customer support team at tgnjewllers@gmail.com. We aim to respond to all warranty enquiries within forty-eight (48) business hours.