Thomas William Jewellery – terms and conditions

 

Free resizing 

​

TWJ offers a free re-sizing service on all our bespoke manufactures. We would be happy to complete ONE re-size, free of charge, within the first 3 months of your purchase. Up to 3 sizes, EACH SIZE OVER 3 SIZES IS CHARGEABLE.  Or a special price if unable to re-size?

Sizing down is limited by the design of the ring, we will size a ring down as much as possible however, if the ring design does not allow us to achieve the necessary size i.e multiple stones will come out, settings will alter shape, item needs to be remade etc and/or extensive work is required to achieve a satisfactory result this WILL BE CHARGEABLE but still offered at a heavily discounted cost. Our opinion and decision is final.

​

Please note – we are always completely reasonable and in every single case we will do everything we can within our professional capability to make any adjustments completely free. Please understand that as a small business we cannot sustainably stay open if we cover every cost. In some cases, we outsource special services to maintain quality. We are charged for these services. Please be assured that if you are charged for any work, it is simply to break even and cover our bottom-line cost. We are always trying to do the absolute best we can for you!

Included within the free resize:

​

• Solder and/or laser work required to resize

• Minor stone tightening and main stone/s tightening

• Replating (rhodium, flash gold and hard gold plating)

• Polishing or brushed finishes

 

Not included and chargeable:

​

• Repatterning of ring e.g laser, diamond and millgrain cut patterns

• Engraving or detail on inside of rings including stones set on inside

• Stones requiring replacement

• Special finishing such as coloured plating, anodising and pal-nic plating

• Any bright cut setting work

• Work that requires refilling damaged areas

• Sizing rods or pips

Please visit us in store to book your ring in for re-sizing. All resized rings will be returned to you ASAP.

Further re-sizing of manufactures including engagement rings, wedding rings and bespoke orders and resizing of stock purchases are available at any time following your purchase these are chargeable but will still be offered at a reduced price.

​

 

Lifetime Warranty

​

Our bespoke jewellery is made to the highest possible standard with high quality tools and materials. Every piece is carefully inspected on completion.

​

In the event a suspected fault is discovered, please return the item to our store for inspection.

If a structural or manufacturing problem is discovered we will repair or replace the item at no cost to you.

If the problem is caused by accidental damage or normal wear and tear we will be happy to repair your piece of jewellery for a reduced fee. We really appreciate honesty! We know when something has been damaged by accident, we have seen and heard it all! These things happen and we cannot sustainably cover everything at all times. We will always do everything we can to be as fair as possible. TWJ reserves the right to refuse any service.

​

What is a manufacturing fault?

• Cracks or splits in solder or welding joins

• Porosity (air bubbles) in metal, solder or weld.

• Springs in clasps not working of their own accord

• Fastenings not clicking properly or loose mechanisms not through fault of the customer (see above)

• Pendants not sliding or sitting properly or as requested

• Stones that have fallen out without items being worn (see above)

 

Anything outside of this criteria is not covered by our warranty.

​

 

Examples of what is not a manufacturing fault?

​

• Claw and setting wear and tear – settings and claws are like car tyres; they require rebuilding or replacing over time. The longevity of claws is entirely dependent on the metal and user wear of the item.

• Loose stones – Rings especially will naturally get knocked against a range of surfaces. Over time the settings can move very slightly. Stones will work themselves loose and start to work deeper grooves into their seat making them looser and more susceptible to breaking. It is important you use our FREE checking and cleaning service so we can retighten and limit the risk of a lost or broken stone. 

• Stone breakage – Different stones have different hardness’s all stones except for diamonds will scratch and abrade over time if care is not taken (see after care). Diamonds can still be cleaved and chipped if met with a particular force or material hardness. This is rare but care must still be taken.

• Any damage that has been caused by mistreatment or abrasive surfaces.

 

 

Some examples of common deceptive complaints

​

• “The item just fell off on its own” – Item has been inadvertently altered by customer e.g – posts or fittings bent out of shape rendering mechanism faulty.

• “The stones just fell out and I hardly wear it” – item shows visible signs of wear and tear and settings have been damaged. Item is misshapen altering settings. Stones show signs of abrasion, chipping etc and have come out as they have broken not because of the ring itself.

• “The item just snapped in half on its own” – item has clearly been caught on a foreign object or bent whilst wearing putting pressure on joins leading to snapping.

• “The restringing you did has frayed and unravelled” – Item has had acidic products such as perfume applied and/or has been in contact with moisture.

• “The item has broken in the same place you repaired it” – Item has had work undertaken in the past not by TWJ and has broken in a place not repaired by TWJ.

• “The claws are catching/are sharp” – Item has been snagged, pulled, abraided on a foreign object or have naturally worn and require rebuilding.

 

Note – As mentioned previously, we have extensive experience and microscopes. We know when an item has been damaged at no fault of the manufacture. At every opportunity we will always be accommodating and understanding. We will always admit if an item is a TWJ fault and rectify all/any issues free of charge. These cases are very rare but unfortunately can happen. Please make it easier for us and you by being reasonable. We will still offer a reduced goodwill cost even if the item has been damaged by you but reserve the right to charge as necessary.

You are welcome to return your jewellery to us in-store at any point to be professionally cleaned, have the claws checked, or for a full professional inspection, free of charge.

 

Please be aware that your lifetime warranty will be invalidated if:

​

• Your jewellery has been worked on in any way by a jeweller other than Thomas William Jewellery.

• You attempt to pass off accidental damage as a manufacturing fault.

• You are rude or abusive towards any member of staff

​

 

Refunds, deposits, repair and replacements

​

Please be aware that bespoke designs and customised jewellery including stock purchases that have been customised in any way are not eligible for a refund unless they have a manufacturing fault.

​

• If your item has a manufacturing fault you are entitled to a refund, repair or a replacement

• If you decide you no longer want the item you are not entitled to a refund

• If an item is faulty, you have 6 months to notify us and we will offer a replacement or repair.

• Any special order made must be cancelled within 14 days otherwise it is to be paid in full.

• Any deposit left is non-refundable whether monetary or items left such as your own metal regardless of whether the items/metal left are worth more than the total amount of the work.

• CAD and design work deposits are taken off of the final total of your job if proceeded. If you do not proceed with the work the deposit including metal/items left is non-refundable, there are no exceptions.

• If items are not collected after one year whether that is repairs, orders or manufactures TWJ reserves the right to void the work and recover costs. TWJ will take ownership of all and any items left along with any monetary and metal deposit left with us regardless of value

 

​

 

 

Items trusted to Thomas William Jewellery are always treated with the utmost care in our specialised workshop. Any repair carried out is guaranteed for 12 months from the date of the repair. It is independent of any guarantee with he purchase of the item itself. Our guarantee does not cover damage in case of subsequent accident (shock, dent etc..) abusive use or exceptional circumstances. For items not purchased from Thomas William Jewellery we cannot accept responsibiltiy for stone setting, materials or workmanship subsequent to repair carried out, unless intrinsically and directly being part of the repair itself, reference d overleaf. Thos does not affect your statutory rights.