Warranty & Repairs

This page explains which cases are covered by the voluntary Velur warranty, which cases are excluded, and how we apply the lifetime warranty against manufacturing defects in solid gold and platinum jewelry, as well as how we handle stone loss, resizing, gold plating, chains, bracelets, stud earrings, mail-in service, and repairs.

Important: The voluntary Velur warranty applies in addition to your statutory rights. It is expressly stated that you are entitled to statutory warranty rights regardless of this warranty and may exercise them free of charge. This warranty does not limit your statutory rights.

1. Warranty Provider, Scope, and Term

The warranty provider is F.M. Luxury Collections Ltd., ONISIFOROU CENTER, 2nd floor, 8011 Agios Theodoros, Cyprus. For warranty and repair enquiries, please contact: hey@velur.de.

The Velur warranty applies to solid gold and platinum jewelry purchased directly from Velur. It covers verifiable defects in materials, workmanship, and settings that are attributable to the jewelry’s manufacture. This covers jewelry sold through Velur in its original condition upon delivery, including any engraving performed by Velur or any resizing performed by Velur within technically feasible limits. A lifetime warranty does not apply to vermeil jewelry, gold-plated jewelry, or silver jewelry; for these items, your statutory warranty rights apply, and for eligible vermeil rings, free re-plating is available as described in Section 5.

The geographic scope covers orders with delivery to the EU, the United Kingdom (UK), or Switzerland, unless otherwise agreed upon in individual cases. The delivery address specified in the order is decisive. If you later move to another country, the warranty remains valid; if you are moving from a country outside the EU, the United Kingdom, or Switzerland, you are responsible for the shipping and customs costs for sending the item to us and back. Statutory rights may vary by country and are governed by the applicable law in each case.

Unless otherwise agreed upon individually, the version of the voluntary warranty provided to you no later than the time of delivery, or the version published on the website at the time of purchase, shall apply.

Duration of the Warranty: The lifetime Velur warranty covering proven manufacturing defects applies for the lifetime of the piece of jewelry. It applies only to the original purchaser (with proof of purchase) and is non-transferable. The warranty expires upon resale. If the piece of jewelry was given as a gift, the original purchaser must report the warranty claim. If there is a clear defect in the material, workmanship, or setting resulting from the manufacturing process, we will repair it free of charge, even years later. Normal wear and tear, damage resulting from use, and the loss of stones not caused by a manufacturing defect are not covered. There are no fixed age limits: We examine the cause in every case and do not reject any claim outright based solely on the age of the piece of jewelry.

The warranty does not cover normal wear and tear, misuse, loss, theft, or subsequent damage.

The Velur Care Plan is a separate maintenance service and is not part of this warranty. It includes one cleaning per year of coverage and is valid for two years from the date the ring is delivered. It does not affect your warranty or your statutory rights. See all terms and conditions of the Care Plan.

2. What Is Covered by the Warranty

The warranty covers verifiable defects in materials and workmanship. This may include, in particular, the following cases:

Porosity or structural defects in the precious metal, provided they are attributable to the manufacturing process.
Defective solder joints or similar manufacturing defects.
Setting defect: when a centre stone, side stone, or accent stone has not been set correctly due to a verifiable manufacturing defect.
Structural defects that were not caused by wear and tear, impact, pressure, tension, deformation, repairs performed by third parties, or improper use.
Broken or bent stud earring posts, provided there is no visible external damage, deformation, or evidence of improper use, and the issue is due to a manufacturing defect.

If a warranty claim is approved, you will receive a free repair or a technically suitable, equivalent replacement; in the event of stone loss due to manufacturing defects, we will install an equivalent replacement stone if necessary. Refunds under the warranty will be issued only to the original payment method used for the order.

3. What Is Not Covered by the Warranty

The warranty does not cover damage caused by use, external factors, or subsequent modifications. Specifically excluded are:

Normal wear and tear, scratches, signs of use, buildup, or discolouration caused by cleaning products.
Natural wear and tear on gold-plated or gold-vermeil finishes caused by wear, friction, skin contact, moisture, sweat, cosmetics, perfume, chlorine, cleaning agents, or chemical exposure.
Damage caused by impact, pressure, pulling, snagging, dropping, deformation, or heavy loads.
Damage caused by sports, strength training, gardening, manual labor, sleeping while wearing jewellery, cleaning products, chlorine, or chemicals.
Damage caused by improper cleaning, particularly by unsuitable ultrasonic devices or harsh cleaning agents.
Loss of the piece of jewellery, loss of individual stones, or theft, provided there is no demonstrable manufacturing defect.
Damage resulting from repairs, resizing, or alterations performed by other jewelers, goldsmiths, or workshops. Only the damage caused thereby is excluded; otherwise, the warranty remains in effect.
Damage resulting from a size adjustment that exceeds the technically feasible limits.

Note on Precious and Semi-Precious Stones: Color changes in precious and semi-precious stones (e.g., moonstone, opal, emerald) may be due to natural material properties or quality defects. We review such cases on a case-by-case basis. If an unusual change occurs that cannot be explained by care products, chemicals, or external influences, it may be covered under warranty. Please contact us with photos so that we can assess the situation.

4. Stone loss and loose stones

Missing stones and loose stones are always inspected individually. The key factors to consider are the condition of the ring, the type of setting, and any visible signs of wear, impact, pressure, or deformation.

This policy applies to accent stones and side stones as well as to the centre stone. Since the centre stone is typically set particularly securely, we handle cases of a lost centre stone with no visible external damage with special care and in a customer-friendly manner.

Case	Testing and Regulation
No visible external damage	We assess loose stones and missing stones with particular leniency, regardless of the age of the piece of jewelry. If there is no visible external damage, deformation, unauthorized alterations, or improper use, a loose or fallen accent stone, side stone, or center stone will generally be examined first as a possible setting defect. If such a defect is found, the stone will be re-set free of charge or replaced with an equivalent stone.
Cause not clear	We’ll check free of charge to see if there’s a defect in the materials, workmanship, or setting. If the issue is covered by our warranty or falls under the statutory warranty, we’ll cover the repair; in the case of the statutory warranty, you can choose between repair and replacement. If neither applies, you’ll receive a cost estimate in advance, and we’ll only proceed with the repair with your consent.
Visible external damage, deformation, or improper use	The loss of a stone is often considered a repair issue, as settings are subject to wear and tear from daily wear. Repairs that incur a charge will only be performed after a cost estimate has been provided and with your approval. A repair will be performed free of charge if a manufacturing defect or another covered issue is clearly identified.

Note on the Statutory Warranty: Within the statutory warranty period, we will remedy any defect free of charge in accordance with legal requirements. If a defect becomes apparent within one year of delivery, it is presumed to have existed at the time of delivery. There are no time limits for this within the statutory warranty period, and you may choose between repair and replacement (see Section 9).

Pavé, accent, and intricately detailed settings are more delicate than simple solitaire settings. They should be inspected regularly. If a stone appears loose or the setting has shifted, you should stop wearing the ring until it has been inspected.

5. Gold Vermeil, Gold Plating, and Finishes

Gold vermeil and gold-plated jewellery feature a high-quality surface finish. This finish is not the same as solid gold and may change over time depending on how the jewellery is worn, friction, skin contact, and care.

Natural wear and tear on the gold plating, visible scuffing, darkening, or discolouration caused by moisture, sweat, cosmetics, perfume, chlorine, cleaning agents, or chemical exposure are not covered by the warranty.

Case	Testing and Regulation
Unusual Coating Defects	Gold vermeil and gold-plated jewelry are not covered by a lifetime warranty, but rather by the statutory warranty (see Section 9). If there is a defect, you will receive, at your option, a free repair or a replacement; your other statutory rights remain unaffected.
Natural wear and tear on the gold plating	Natural wear and tear caused by wearing the ring, friction, skin contact, or everyday use is not covered under warranty. For vermeil rings, free re-plating applies (see next line). In addition, we may be able to offer refurbishment or re-plating for a fee, depending on the circumstances.
Re-gilding Vermeil Rings	We will re-plate all vermeil rings from our store once, free of charge, within 2 years of delivery, including insured shipping both ways in all countries we ship to. The re-plating process takes 3 to 4 weeks from the date we receive the item. This service applies only to rings; it does not apply to necklaces, bracelets, or earrings. We cannot guarantee the durability of the new gold plating. We do not offer resizing for vermeil rings.
Contact with water, cosmetics, or chemicals	Changes caused by showering, swimming, sweat, perfume, lotion, chlorine, cleaning agents, or similar factors are excluded from the warranty.

6. Chains, bracelets, stud earrings, clasps, and eyelets

Necklaces, bracelets, stud earrings, clasps, eyelets, and connecting rings are movable jewelry components that are subject to particularly high stress. A crack or break is not automatically covered by the warranty, as such damage is often caused by pulling, snagging, twisting, sleeping, sports, or heavy stress. We will investigate the cause, regardless of the age of the piece of jewelry. The rules in Section 9 apply to the statutory warranty (generally two years from delivery).

Chains, bracelets, clasps, and eyelets

Case	Testing and Regulation
No signs of damage from the train	We take a particularly lenient approach when inspecting cracks, breaks, or defective fasteners. If there is no visible damage from pulling, no deformation, no snagging, and no evidence of improper use, we may repair or replace the item free of charge.
Evidence of pulling damage, snagging, or heavy stress	Broken chains, bracelets, eyelets, or clasps are often considered wear-and-tear issues. Depending on the complexity of the repair, we typically offer a paid repair service ranging from €30 to €50. You’ll receive a cost estimate in advance; we’ll only proceed with the repair with your approval.
In the event of a clear defect in materials or workmanship	If a manufacturing defect is clearly identified, we will repair it free of charge. This does not apply to visible strain damage, deformation, excessive stress, or damage caused by third-party processing.

Stud Earrings and Earrings with Posts

Earring posts and clasps are delicate components that are subjected to stress during daily wear. Any bent or broken post is inspected individually.

Case	Testing and Regulation
No visible external damage	We will examine the item with particular leniency to determine whether there is a manufacturing defect. If there is no visible external damage, deformation, or evidence of improper use, we will repair or replace the item free of charge.
Wear and Tear from Use	A broken or bent pin is often considered normal wear and tear. Whenever possible, we offer a repair or replacement for a fee, based on a cost estimate and with your approval. If there is clearly a manufacturing defect, we will cover the costs.

7. Resizing, 180-Day Resize, and Engraving

The free 180-day resizing service is a voluntary Velur service and is described separately on the resizing page. This warranty page further explains how resizing affects warranty and repair claims.

A resizing performed by Velur within the limits of what is technically possible does not automatically void the warranty. The warranty remains in effect for defects in materials and workmanship. Depending on the model, it is often technically possible to resize the ring by up to two sizes; however, the exact limit depends on the ring model, setting, stone setting, material, and engraving.

Damage resulting from a size adjustment beyond the technically feasible limits, from work performed by an independent repair shop, or from subsequent deformation is not covered by the warranty. Work performed by a third party excludes only the damage caused thereby; otherwise, the warranty remains in effect.

If a defect appears in the setting within 30 days of a resizing performed by Velur, we will give priority to inspecting the ring. If the cause is clearly attributable to the resizing, we will correct the defect free of charge.

Engraving offered and performed by Velur does not affect the warranty. Damage caused by subsequent engraving or modifications performed by third parties is not covered by the warranty.

8. Repairs Not Covered by the Warranty

If the issue is not covered by the warranty or statutory guarantee, we offer a paid repair service whenever possible. After inspecting the piece of jewellery, you will receive a preliminary assessment and a cost estimate.

We do not charge a flat fee for inspections or handling. We will not perform any repairs that incur a charge until you have approved the estimate.

For broken chains, bracelets, eyelets, or connecting rings, the repair cost is usually between €30 and €50, depending on the amount of work involved. For more complex damage or replacement parts, you’ll receive a personalized cost estimate in advance.

The turnaround time depends on the specific case. Generally, a repair takes about 3 to 5 weeks after we receive and inspect the piece of jewellery.

9. Shipping and Risk Upon Submission

Please do not send jewelry without prior notice. Contact us first by email with photos (see Section 11) so that we can review the case in advance, confirm the next steps, and provide you with the correct return address.

After registration, submissions are generally sent to a German receiving office designated by us. We will provide you with the specific address in writing on a case-by-case basis. Submissions are only accepted after prior registration.

Voluntary Warranty and Repairs Subject to a Fee: If we determine based on the photos that the item is covered under warranty, we will send you a shipping label and cover the necessary shipping costs to and from us (if you are moving to a country outside the EU, the United Kingdom, or Switzerland, Section 1 applies). If, based on the photos, we do not determine that a warranty claim applies, you may still send the piece of jewelry to us, but at your own expense and risk. If, upon receipt, it turns out that a warranty claim does apply, we will reimburse you for the shipping costs. If no warranty claim applies and you wish to proceed with a repair at your own expense, we will inform you of the shipping and repair costs in advance.

Until the item arrives at our drop-off location, the shipping risk lies with the sender if they ship the jewelry in accordance with these rules at their own expense; if they use our shipping label, we assume the risk. We recommend insured shipping with tracking and secure packaging.

Statutory Warranty: If you report a defect within the statutory warranty period (generally two years from delivery; this period may be extended by law—for example, by a one-time extension of twelve months if a defect was remedied through repair), the rules regarding photos, shipping costs, and transport risk that apply to the voluntary warranty do not apply. In such cases, photos are merely a request and not a requirement. We bear the costs and risk of shipping. You may choose between repair and replacement. Within this period, there are no age restrictions on these rights.

Note on Returns and Cancellations: Questions regarding returns, cancellations, exchanges, or delivery delays are not covered by this warranty. You can find information on these topics in our Terms and Conditions and on our Returns page.

10. Maintenance and Regular Inspection

Jewellery is designed for everyday wear, but it shouldn't be worn during every activity. Please remove rings, necklaces, bracelets, and gold-plated jewellery before engaging in sports, heavy lifting, gardening, manual labor, sleeping, showering, swimming, or coming into contact with cleaning products, chlorine, and similar substances.

Gold-plated jewellery and gold vermeil should not come into contact with perfume, lotion, hairspray, sweat, chlorine, cleaning products, or other chemicals. Store them in a dry place and keep them separate from other items to reduce friction and wear.

We recommend having rings worn daily inspected regularly. This allows us to detect loose settings early on, before a stone is lost. With a valid Velur Care Plan, we’ll perform this inspection along with a polish once per year of coverage.

11. How to File a Warranty or Repair Claim

If you would like to report a potential warranty or repair issue, please contact us by email. We will typically get back to you within 2 business days with an initial assessment or instructions on the next steps. For the voluntary warranty and for repairs that incur a fee, we will first review your photos; only then will we send you a shipping label (see Section 9).

Please send us the following information:

Order number or name of the person placing the order.
Brief description of the problem.
Photos of the entire piece of jewelry and close-up photos of the affected area. Under the statutory warranty, photos are requested but not required.
Please let us know when you first noticed the problem and whether you continued to wear the piece of jewellery.
Information on whether the piece of jewellery has already been worked on by another workshop, jeweller, or goldsmith.

Please stop wearing the piece of jewellery if a stone is loose, a setting appears to have shifted, a chain is damaged, or the piece is visibly deformed. Continuing to wear it may cause further damage.