about our lifetime warranty
*The lifetime warranty only applies to stainless steel jewellery*
we stand firmly behind the quality of our jewellery with a Lifetime Warranty, assuring that upon receiving the product, every jewelry item is free from material and manufacturing defects. This warranty remains valid throughout the original purchaser's lifetime, commencing on the date of purchase from our official "the gehne" website, and is subject to applicable laws. However, please note that this warranty becomes void immediately if the product is acquired from a third-party website.
We collaborate closely with our manufacturers to craft ethically sourced, handcrafted pieces designed to endure over time. We have full confidence in the quality of our products. It's important to be aware that this warranty does not cover lost items, scratches resulting from normal wear and tear, improper product use or storage, or any alterations performed by a third party.
Keep in mind that in certain cases, you will be responsible for covering 50% of the original item's cost for replacements. These cases include instances of failure or damage due to improper use or carelessness (such as impacts, dents, or crushing), damage caused by unjustifiable repairs or modifications, aesthetic changes resulting from regular wear and tear, minor aging-related imperfections (like minor scratches), alterations in plating color (such as subtle shifts), damage due to fire, water, natural disasters, or damage by a jeweler.
If your item successfully passes the warranty inspection, we are delighted to provide a replacement. In cases where your item is sold out or discontinued, we offer a gift card equivalent to the original order's value.
To determine if your jewellery falls under this warranty, please contact Support@thegehne.com providing your name, address, order number,
along with a photo or video and a comprehensive description of the issue you are experiencing. Warranty claims must include acceptable proof of purchase from our "the gehne" website and are subject to approval. To know more please visit about our lifetime warranty – Thegehne.
types of warranty claim
1. What types of claims are eligible for coverage?
We strive to assist in various situations, so even if your particular issue is not explicitly mentioned here, it's advisable to reach out to us.Our coverage includes damage or cracks in stones, cracked ring bands, snapped bracelets, damaged or non-functioning clasps,certain instances of tarnishing, and broken chains. Each warranty claim will be evaluated individually.
2. What's the reason for the diminished appearance of my ring?
While stainless steel doesn't corrode or tarnish, it can appear lackluster due to the accumulation of dirt and oil over time.To restore its initial luster, consider using a microfiber polishing cloth. Further details can be found in our care section.
3. Can I replace my ring due to scratches?
Scratches are common on stainless steel jewelry, even with regular daily wear. As this is a normal and anticipated occurrence,it falls outside the scope of our warranty. We recommend removing your rings during heavy lifting or simply embracing the rugged,aged appearance that stainless steel develops over time.
4. I accidentally damaged my ring. Can you provide assistance in this situation?
We always strive to offer assistance when possible. We recognize that mistakes and accidents can occur, so it's recommended to contact our team here so we can assess your case.
5. Is it possible to receive a replacement for my lost item?
Regrettably, we are unable to provide coverage for items that have been lost.
6. Why was I only offered a 50% reimbursement for my warranty claim?
You will be required to cover 50% of the original item's cost for replacements in situations involving: misuse or negligence (such as impacts, dents, crushing, etc.),unjustifiable repairs or modifications resulting in damage, cosmetic alterations due to regular wear and tear or aging (including minor scratches),changes in plating color, even subtle shifts, damage from fire, water, natural disasters, or damage caused by a jeweler.
submitting a claim
1. How can I initiate a claim?
To initiate a claim, please send an email to support@thegehne.com and include the following details:
a. A photograph of the item alongside a handwritten order number on a piece of paper placed next to it. Please note that we cannot proceed with your request without the order number.
b. Your Order Number (found in your initial confirmation email).
c. Verification of your current shipping address.
2. What's the typical response time for a claim?
Typically, you can expect to hear back from us within 24 hours (Monday to Friday) regarding your claim. If necessary, we might request additional images or a video to gain a more comprehensive view of your item. There may be cases where we require you to send the item back to us in order to process your claim.
3. Why was my warranty claim rejected?
A warranty claim cannot be processed unless all three steps, as outlined above, have been fulfilled. Your warranty request may be declined if the damage was the result of your actions rather than a manufacturing defect. For instance (but not exclusively), if you used a chemical cleaner on your item, cut the ring band, or crushed the stone in the ring.