EFFECTIVE DATE: July 2, 2020
LAST UPDATED DATE: October 20, 2022
Start buying with confidence because SAINT LUCA offers a LIFETIME GUARANTEE against manufacturing flaws. We understand how upsetting it is to receive a faulty product after anticipating a wonderful product experience. As a result, the SAINT LUCA team goes above and beyond to make customers happy in such stressful conditions.
There is no extra charge for this service product if your lovely item needs to be repaired or refinished. If your SAINT LUCA jewelry does not live up to your expectations, please email our customer service with a picture of your product, and we will promptly resolve the issue.
SAINT LUCA will not rest until you are completely satisfied with your purchase!
GENERAL SAINT LUCA WARRANTY POLICY:
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IF A WARRANTY CASE IS SUBMITTED
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WITHIN 14 DAYS
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AFTER 14 DAYS
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Replacement or store credits
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SAINT LUCA will bear the cost of replacement shipping
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SAINT LUCA will bear the $7 USD return shipping cost
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Refund for product
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Refund for initial product cost
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YOUR WARRANTY POLICY:
WHAT SHOULD I DO IF MY JEWELRY HAS A DEFECT?
WHEN CAN I SUBMIT A WARRANTY CASE?
WHAT IS COVERED BY THE WARRANTY?
WHAT IS NOT COVERED BY THE WARRANTY?
HOW CAN I GET A REFUND?
HOW MUCH WILL SHIPPING & EXCHANGE SHIPPING COST ME?
IF A PRODUCT IS BROKEN DURING TRY-ON OR WEAR, WHAT SHOULD I DO?
ADDITIONAL INFORMATION
- WHAT SHOULD I DO IF MY JEWELRY HAS A DEFECT?
1.1. To submit a warranty case, follow only 3 simple steps:
1 STEP: Contact support@saintluca.com
2 STEP: Provide your details:
- Your name
- Order ID number
- Product name / Product code (SKU)
- Picture of the fault
- Description of the fault
3 STEP: You will receive confirmation from our support team within 72 hours with the resolution confirming the warranty case and next steps.
- WHEN CAN I SUBMIT A WARRANTY CASE?
2.1. In case you have received your product with a manufacturing defect, please contact our support team WITHIN 14 DAYS of delivery to obtain the best solution to your concern:
- Product repair
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Product replacement (If the item is no longer available, SAINT LUCA Jewelers will offer a replacement with a similar item.)
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Store credits (worth 20% more than original price of the product, shipping cost excluded)
- Refund
*Shipping cost will be borne by SAINT LUCA, maximum $7 USD
2.2. For all lifetime warranty cases that are submitted AFTER 14 DAYS from receiving the product, we will provide the following options:
- Product repair
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Product replacement (If the item is no longer available, SAINT LUCA Jewelers will offer a replacement with a similar item.)
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Store credits (same value of original price of the product, shipping cost excluded)
*Shipping cost will be borne by YOURSELF.
- WHAT IS COVERED BY THE WARRANTY?
- Repair or replace manufacturing faults
- Tightening clasp or jump ring repair/replacements
- Manufacturing defects refer to the structure of the jewelry item, like a band separating from the ring head
- Broken clasps replacements
- Crystal breaks
- Porosity, surface pores, blemishes in the metal
- Uneven settings
- Lost stone or a stone has fallen out due to chipping or breaking caused by normal wear or other damage
- WHAT IS NOT COVERED BY THE WARRANTY?
- Our 14k and 18k gold plated jewelry warranty does not cover any pieces lost or discarded, improperly used, or damaged resulting from everyday wear and tear.
- Products made with natural materials may present inconsistencies due to their natural origin and they cannot be considered as defects.
- Defects caused by misuse carried on by the customer are not covered within the warranty framework.
- Dents, nicks and scratches are inevitable and are not considered a defect.
- Discoloration due to exposure to chemicals, make-up, swimming pools, hot tubs or bathing.
- Rings that have been damaged or misshapen as a result of “hands-on” activities.
- Bent, caught or worn out prongs allowing a stone to fall out or be lost due to normal wear or other damage.
- Broken earring posts.
- Dirt on the piece of jewelry.
- HOW CAN I GET A REFUND?
5.1. Refund is available ONLY for the cases submitted within 14 DAYS period after receiving the product. For all lifetime warranty cases that are submitted AFTER 14 DAYS from receiving the product, we will provide the same options listed in 2.2.
If the warranty case is submitted within 14 days, please check the additional information below:
5.2. If we request you to return an item, it must be shipped to the SAINT LUCA warehouse within 14 days. Once the item will be received and inspected - we will notify you of the approval or rejection of your refund within 3 days.
5.3. A refund will be made effective to the purchaser shortly after SAINT LUCA has verified the said product is defective.
5.4. In case the product is broken and doesn’t meet the warranty policy, the shipping costs are non-refundable. We will ask you to pay the fee of reshipping the product to you or pay the product price for replacement.
5.5. If your return is approved, a refund of your item and shipping cost will be issued & released to your bank account associated with the order within a period of 14 business days. You will be notified by email of the transaction. If you haven’t received a refund after 14 business days, first check your bank account again and write to us for further investigation.
*SAINT LUCA covers only the $7 USD return shipping cost. If the shipping costs are higher, the client covers the remaining costs.
5.6. Please don’t use any faulty items after finding the fault, or we may not be able to provide a refund. Read more at our terms & conditions.
- HOW MUCH WILL SHIPPING & EXCHANGE SHIPPING COST ME?
6.1. If you are permitted to return the product to our offices WITHIN 14 DAYS of receiving it, SAINT LUCA will cover the shipping and replacement costs.
6.1.1. SAINT LUCA covers the $7 USD return shipping cost. If the shipping costs are higher, the client covers the remaining costs.
6.1.2. Shipping expense for jewelry replacement is $5 USD and is covered by SAINT LUCA.
6.2. If we request you to return an item, it must have been shipped to the SAINT LUCA warehouse within 14 days.
6.3. All warranty and product exchange cases submitted AFTER 14 DAYS of the period, a customer must cover the cost of returning the product and shipping.
6.3.1.The cost of shipping for jewelry replacement is $5 USD. We will send you a link to pay for shipping within 3 days. The payment MUST be made to initiate reshipment of your jewelry replacement or repaired product.
- ADDITIONAL INFORMATION:
7.1. The warranty is available just for purchases from SAINT LUCA jewelry official website or our official Etsy store from the date of purchase. Products purchased through a third-party vendor or altered by a third party will void the warranty.
7.2. By purchasing the jewelry from SAINT LUCA the customer has agreed to the terms of this SAINT LUCA warranty, without the need to sign an agreement to the warranty.
7.3. SAINT LUCA pieces are hand-finished and may include slight unique variations for our natural stones and pearls.
7.4. Scratches through daily wear are expected as gold is a soft metal.
7.5.Gifted products that had been sent to you free of charge, it’s not covered by any warranty.
7.6. Lifetime warranty are applied to all jewelry products, that are bought from the 3rd May, 2022
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