Warranty & Repairs

Warranty Policy

At Keira James Jewellery, we believe beautiful jewellery should be made to last. We take pride in the quality and craftsmanship of our pieces and want you to feel confident with every purchase.

That's why we offer a one-year limited warranty against manufacturing defects on eligible jewellery.

Our One-Year Warranty

All eligible Keira James Jewellery pieces are covered by a one-year limited warranty from the original date of purchase.

If your jewellery experiences an issue determined to be the result of a manufacturing defect, we may offer a complimentary repair or one-time replacement, depending on the nature of the issue and product availability.

Our team will carefully review each claim to determine the most appropriate solution.

If a replacement is provided, the original warranty period will continue to apply. A replacement does not restart or extend the warranty.

What's Covered

Our warranty covers manufacturing defects in materials or craftsmanship under normal use, including:

Faulty clasps or closures
Defective settings or structural components
Broken chains or connections resulting from a manufacturing defect
Loose or missing stones where a manufacturing defect is determined to be the cause

Coverage applies to eligible sterling silver, gold vermeil, solid gold, and lab-grown diamond jewellery.

What's Not Covered

While we stand behind the quality of our jewellery, our warranty does not cover damage resulting from everyday wear, accidents, or improper care.

Exclusions include:

Normal wear and tear, including scratches, dents, and surface marks
Natural tarnishing or oxidation of sterling silver
Gradual fading or wearing of gold vermeil or other plated finishes
Damage caused by exposure to water, perfumes, lotions, cleaning products, chlorine, or other chemicals
Bent, stretched, tangled, or broken jewellery resulting from pulling, impact, or improper handling
Lost jewellery or missing individual earrings
Lost stones resulting from accidental damage or impact
Damage caused by improper cleaning, storage, or care
Jewellery altered, resized, or repaired by a third party

Please note: Gold vermeil is a layer of gold over sterling silver. Like all plated jewellery, its finish may naturally wear over time depending on frequency of use and individual care habits. This is considered normal wear and is not a manufacturing defect.

Special Exclusions

The following items are excluded from our standard one-year warranty:

Custom-made or personalized jewellery
Items purchased during clearance or final-sale events
Products specifically identified as having limited or no warranty coverage at the time of purchase

Due to their delicate construction, herringbone chains are not covered for kinking, bending, or breakage resulting from wear.

These exclusions do not affect any rights or remedies available under applicable consumer protection laws.

How to Submit a Warranty Claim

If you believe your jewellery has a manufacturing defect, we're here to help.

Please contact our Customer Care team at info@keirajames.ca with the following information:

Your order number or proof of purchase
Clear photographs showing the issue
A brief description of what happened

Our team will review your request and advise you of the next steps.

If your claim is approved, we will determine whether a repair or replacement is the most appropriate solution.

Please do not send jewellery back without first contacting our team for authorization.

Shipping & Warranty Claims

Customers may be responsible for shipping jewellery to Keira James Jewellery for warranty assessment.

For approved manufacturing defects, Keira James Jewellery will cover the cost of shipping the repaired or replacement item back to the customer within Canada.

International shipping arrangements and costs will be reviewed on a case-by-case basis.