RETURNS & EXCHANGES
LanaBetty stands behind the quality and craftsmanship of our pieces. We offer a 12 month warranty against manufacturing defects on all handcrafted jewellery.
Most manufacturing defects will show up quickly, usually within the first month of wear, as the structure of the jewelry is compromised. If a warranty issue is found, ex. loose stones, small diamonds falling out within the first 30 days, defects in the silver or gold due to pits and porosity, broken earring posts: repairs will be covered under warranty.
All fine jewelry can be affected by normal wear, activities, or trauma. This is especially true for rings, as our hands are subject to daily pressure. Our warranty excludes coverage for wear and tear, loss of gemstones due to wear and tear, product loss, or theft. Coverage also excludes damage or loss caused by a failure to obtain the repairs to preserve the integrity of the piece. We advise annual checkups to re-polish, check the stones, and do an all over inspection. This service is covered free of charge.
Examples of jewellery issues that would not be considered manufacturing defects and an estimate for repair would apply:
- Re-tipping of prongs, which wear down over time and may require restoration work as part of everyday wear.
- Gemstones falling out due to prongs catching, wearing out, or bending over time due to everyday wear or trauma.
- The loss of a gemstone caused by damage from everyday wear or from other trauma.
- Gold fill wearing down as a result of repeated wear in water, against care instructions.
- Any wear, tarnish, or oxidation as the result of repeated wet wear, against care instructions.
Diamonds and Gemstones
In the case of finished stock and custom designed jewelry, please note that the centre diamonds or gemstones of any jewellery item are not covered under warranty. It is the purchaser’s responsibility to care and maintain their diamonds and gemstones over time. Despite the fact that diamonds are among the hardest substances on earth, these natural minerals can still be damaged when struck with enough force at certain angles. All other gemstones are excluded from warranties as most are softer than diamonds and naturally susceptible to scratches, chips, cracks, etc. from daily wear and tear or accidents.
Chains, Pendants, and Earrings
All chains, pendants, and earrings are covered under our 12 month warranty. Our manufacturing warranty excludes coverage for wear and tear, loss of gemstones due to wear and tear, product loss, or theft. Coverage also excludes damage or loss caused by a failure to obtain the repairs to preserve the integrity of the piece. Feel free to email us at firstname.lastname@example.org for any questions.
Free Cleaning and Polishing
Every LanaBetty jewelry item is automatically eligible for free cleaning and re-polishing. Just bring it in or visit us at a craft show - no need for proof of purchase.
We will be happy to look at your LanaBetty item and repair it! If it cannot be repaired, we will do our very best to replace the item in question with something as wonderful of equal or greater value. Charges may be required for items damaged beyond normal wear and tear.
To send your item to our studio for repair, please contact us (via email) to begin resolving your jewelry issue. Please, do not post your broken jewelry to social media – we care deeply for our brand and will work tirelessly to ensure your LanaBetty experience remains positive and delightful!
To repair jewelry that was not made in our studio, please reach out. We assess each repair on a case-by-case basis and may be able to help. No guarantees.
All orders are shipped regularly. If you have to cancel your order (please don’t) do it before we ship. You will be responsible for all costs involved in the refund process.
It is best if you let us know you have got a problem or want to cancel before you pay and waste everybody’s time. It sucks and neither of us needs that.
RETURNS, REFUNDS, and EXCHANGES
Returns and refunds will only be given if there has been a gross misrepresentation of the product. Please read the full product description and ask questions if you have any before making your purchase. We are a small business and want to provide the best and most accurate information to you! Please note that refunds and returns cannot be accepted beyond thirty days of reciept.
Exchanges are definitely possible, especially with gifts (unless a custom made piece, see below for custom, made-to-order jewelry). Please reach out as soon as possible to ensure you can receive an exchange. Exchanges cannot be accepted beyond thirty days of reciept.
Earrings are a personal, hygienic items and cannot be returned or exchanged. If you don’t like your earrings, gift them to a friend and make their day! Please read below and be aware of my policies before you make your order.
All custom ordered or made-to-order jewelry cannot be refunded or exchanged. We spend hours procuring materials, filing, sanding, and making with you in mind. If you are not sure if you have any allergies - ASK. If you aren't sure about materials - ASK. It's easier to have a conversation than to be angry about not being educated about your purchase.
All sale items and mystery bags are final sale.
GIFTS & EXCHANGES
Did you receive your item as a gift? Let's talk about exchange. See above regarding earrings and custom pieces, however some rings and necklaces may be eligible for exchange, provided it has been within 30 days of purchase/gifting/delivery, it was not a sale item, and there are no obvious indications of wear, damage, or misuse.
ABANDONED ORDERS & REPAIRS
An order that has been sitting in our studio for more than three months without communication or agreement from the customer is considered abandoned. This includes orders or repairs for pick up, orders, or repairs that have been returned (because incorrect address was supplied) or anything else you can think of that would lead a customer to stop responding to calls, emails, and other reasonable attempts from our team to contact the customer. Once an order has been abandoned, it will be returned to circulation or sold online. Refunds will not be provided.