The Nine Carats Warranty

Every Nine Carats piece is covered for life against manufacturing defects. If a stone comes loose from a setting fault, a prong fails, or a structural element of the piece degrades through no fault of your own, we will repair it at no charge.

There is no time limit. There is no registration required. The warranty is attached to the piece from the moment it leaves our atelier, and it stays with it for life.

Our warranty covers defects in materials and workmanship — anything that is our responsibility as the maker.

• •Loose or lost stones resulting from a manufacturing or setting fault
• •Prong straightening, tightening, and repair
• •Chain and clasp failures
• •Ring band structural repairs
• •Bezel and pavé resetting where stones have shifted due to a setting fault

If you are not sure whether your issue is covered, contact us before shipping anything. We can usually make a determination from photographs alone.

Our warranty covers what we are responsible for: the quality of our work. It does not cover:

• •Damage from normal wear over time — surface scratches, metal dulling, minor abrasions
• •Loss of stones from impact, accidental damage, or loss of the piece itself
• •Damage caused by improper care: exposure to harsh chemicals, chlorine, or abrasive cleaning
• •Modifications, resizing, or repairs carried out by a third-party jeweler
• •Damage resulting from failure to follow our care and maintenance guidelines

If your piece is damaged by accident or through wear, contact us — we will always quote you fairly for a repair, even outside the scope of the warranty. For accidental loss or damage, personal jewelry insurance is the right protection.

All warranty claims are handled personally by our team. There is no automated portal.

1. 1.Contact us. Email info@ninecarats.com or message +852 9861 1934 with your order details, a description of the issue, and clear photographs. We will respond within one business day.
2. 2.We assess the claim. Our team will review the photographs and confirm whether the issue falls within the warranty. In most cases we can make this determination remotely — you will not need to ship anything before we confirm coverage.
3. 3.Ship the piece to us. If a physical repair is needed, we will issue a Warranty Service number and packaging instructions. Ship to our Hong Kong atelier using an insured courier of your choice. Shipping to us is the customer's responsibility; we cover the return shipment once the repair is complete.
4. 4.We repair and return. Once the piece arrives, our master jewelers will carry out the repair. Typical turnaround is 5 to 10 business days depending on the work involved — we will confirm the timeline before work begins. We ship your piece back to you, fully insured, at our cost.

• •The warranty covers the original purchaser only and is not transferable
• •We recommend an annual inspection — pieces we have not seen in more than two years may require an assessment before warranty work can be carried out
• •Normal wear and tear (surface scratches, metal dulling, minor abrasions) is not covered
• •Accidental damage and loss are not covered — personal jewelry insurance is the appropriate protection for those scenarios
• •Pieces modified or repaired by a third party outside of Nine Carats are no longer covered under warranty
• •The warranty applies worldwide — we accept claims from any country we ship to