German English

Warranty & Repairs

This page explains which cases are covered by the voluntary Velur warranty, which cases are excluded, and how we assess the lifetime warranty for manufacturing defects, lost stones, resizing, gold plating, chains, bracelets, stud earrings, returns, 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 inquiries, please contact: hey@velur.de.

The Velur warranty applies to jewellery purchased directly from Velur. It covers verifiable defects in materials, workmanship, and settings that are attributable to the jewellery’s manufacture. The warranty applies to jewellery sold by Velur in its original condition upon delivery, including any engraving performed by Velur or any resizing performed by Velur within technically feasible limits.

The geographic scope covers orders from Germany, Austria, and Switzerland, unless otherwise agreed upon in individual cases. Legal 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 against proven manufacturing defects is not limited in time. If there is a clear defect in materials, workmanship, or setting resulting from the manufacturing process, we will repair it free of charge even years later. Normal wear and tear, damage caused by use, and lost stones not resulting from manufacturing defects are not covered. The time periods listed in the following tables govern solely how we assess borderline cases and allocate costs. They do not shorten the warranty period for manufacturing defects.

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

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.
Unusual coating or manufacturing defects in gold-plated jewellery, provided they were not caused by wear, friction, moisture, cosmetics, or external factors.
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.

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 caused by repairs, resizing, or alterations performed by other jewellers, goldsmiths, or workshops.
Damage resulting from a size adjustment that exceeds the technically feasible limits.

Note on Precious and Semi-Precious Stones: Colour 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 factors, it may be covered under warranty. Please contact us with photos so we can assess the situation.

4. Stone loss and loose stones

Missing stones and loose stones are always inspected individually. Key factors include the condition of the ring, the age of the piece, 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.

Time period	Testing and Regulation
Within 6 months of receipt	We examine loose stones and missing stones with particular leniency. If there is no visible external damage, deformation, unauthorized alteration, or improper use, a loose or missing accent stone, side stone, or centre stone will generally be examined first and foremost as a possible setting defect. If such a defect is found, the stone will be re-set or replaced free of charge.
6 to 12 months after receipt	We’ll check free of charge to see if there’s a defect in the material, workmanship, or setting. If the issue is covered by our warranty or a statutory warranty, we’ll cover the repair. If neither applies, you’ll receive a cost estimate in advance.
After more than 12 months	Lost stones are often considered a repair case, as settings are subject to wear and tear from daily wear. A flat fee of €50 may apply in advance for inspection, handling, and the return process, unless a statutory warranty claim has been filed. If a warranty claim or a statutory warranty claim is confirmed, this flat fee will be refunded or applied toward the cost of the repair. A repair will be performed free of charge if a manufacturing defect or another covered claim is clearly identified.

Note on the Statutory Warranty: Within the statutory warranty period, we will repair any proven defect free of charge in accordance with legal requirements. The flat fee does not apply if you assert a statutory warranty claim.

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 within 6 months	We will review the case with flexibility. We will provide a free repair if a defect in materials or workmanship is found and there is no evidence of external damage or improper use.
Natural wear and tear on the gold plating	Natural wear and tear caused by wearing, friction, skin contact, or everyday use is not covered under warranty. Where possible, we can offer refurbishment or re-gilding for a fee.
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

Chains, bracelets, stud earrings, clasps, eyelets, and connecting rings are movable jewellery 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.

Chains, bracelets, clasps, and eyelets

Time period	Testing and Regulation
Within 8 weeks of receipt	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.
After more than 8 weeks	Broken chains, bracelets, eyelets, or clasps are often considered wear-and-tear issues requiring repair. Depending on the complexity of the repair, we typically offer a paid repair service ranging from €30 to €50. For more complex repairs, you’ll receive a cost estimate in advance.
In the event of a clear defect in materials or workmanship	If a manufacturing defect is clearly identified, we will repair the item free of charge. This does not apply to visible damage caused by pulling, deformation, excessive stress, or third-party modifications.

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.

Time period	Testing and Regulation
Within 6 months of receipt	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.
After more than 6 months	A broken or bent pin is often considered normal wear and tear. Whenever possible, we offer a repair or replacement for a fee. 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 outside repair shop, or from subsequent deformation is not covered by the warranty.

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.

For repairs requested more than 12 months after purchase—excluding cases where a statutory warranty claim has been filed—a flat-rate inspection and handling fee of €50 may apply before a return process is initiated. If the inspection confirms that the issue is covered by warranty or falls under the statutory warranty, the fee will be refunded or applied toward the cost of the repair.

For broken chains, bracelets, eyelets, or connecting rings that are more than 8 weeks old, the repair cost is usually between €30 and €50, depending on the work involved. For more complex damage or replacement parts, you’ll receive a personalised 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 jewellery without prior notice. Contact us first by email so we can review your case, confirm the next steps, and provide you with the correct return address.

Once Velur has given its approval, shipments are generally sent to a German receiving location designated by us. We will provide you with the specific address in writing on a case-by-case basis. Shipments are only permitted after prior registration and approval by Velur.

If a warranty claim or a statutory warranty claim is confirmed, we will cover the necessary return shipping costs as part of the statutory or confirmed warranty process. If there is no warranty claim and you wish to have the item repaired at your own expense, we will inform you of the shipping and repair costs in advance.

Until the item is received at our drop-off location, the shipping risk remains with the sender, unless otherwise required by law. We recommend insured shipping with tracking and secure packaging.

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 checked regularly. This allows for the early detection of loose settings before a stone is lost.

11. How to File a Warranty or Repair Claim

If you'd like to report a potential warranty or repair issue, please contact us by email. We'll usually get back to you within 2 business days with an initial assessment or instructions on the next steps.

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 jewellery and close-up photos of the affected area.
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.