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WARRANTY & REPAIR POLICY

1. Overview

At SIM and ROZ, every piece is crafted with care using solid 14K gold, diamonds and natural precious and semi- precious gemstones. Our jewelry is designed to accompany you in your everyday life, and we stand behind the quality of our craftsmanship.
This Warranty & Repair Policy outlines the conditions under which repair or support services may be provided.

2. Warranty Coverage

SIM and ROZ offers a complimentary 6-month craftsmanship warranty starting from the date of delivery.

This warranty covers:

  • Manufacturing defects
  • Stone setting issues caused by craftsmanship
  • Structural faults in gold workmanship (e.g., soldering defects)

This warranty does not cover:

  • Damage resulting from accidents, impact, or misuse
  • Normal wear and tear
  • Bent, warped, or crushed pieces
  • Scratches on gold surfaces
  • Lost stones caused by external impact
  • Tarnish or dullness due to chemical exposure
  • Repairs performed by third parties (this voids the warranty)
3. What Is Not Considered a Defect

To avoid misunderstandings, the following are not considered manufacturing defects:

  • Slight variations in handmade pieces
  • Minor differences in stone color or shape
  • Natural inclusions in gemstones
  • Normal loosening of prongs caused by wear
  • Color changes due to perfumes, lotions, or cleaning agents

These are natural characteristics of fine jewelry and do not qualify for complimentary repairs.

4. Post-Warranty Repairs

After the 6-month warranty period, SIM and ROZ offers paid repair services, including:

  • Stone re-setting
  • Chain repair or replacement
  • Polishing
  • Ring resizing (only for eligible designs)
  • Replacing missing stones (pricing depends on stone type and size)

Once the piece is assessed, a repair quote will be provided and must be approved before work begins.

5. Exclusions (Important)

The warranty does not apply to:

  • Altered or resized pieces done outside SIM and ROZ
  • Items exposed to chemicals, perfumes, pools, or seawater
  • Lost or stolen items

Any repair attempt by an external jeweler voids the warranty.

6. Shipping for Repairs
  • Customers are responsible for shipping costs when sending items to us for inspection or repair.
  • SIM and ROZ covers the return shipping cost only for repairs approved under the craftsmanship warranty.
  • We recommend sending items with tracking and insurance; SIM and ROZ is not responsible for lost shipments.
7. How to Request a Repair

To begin a warranty or repair request:

  1. Email info@simandroz.com with

    • Order number

    • Photos and videos of the issue

    • A description of what happened

  2. Our team will assess and confirm whether the issue is covered under warranty.

  3. If approved, you will receive instructions on where to send the item.

  4. If it is not covered, a repair estimate will be provided.

8. Processing Time

Most repairs take 10–20 business days, depending on the complexity of the work.
Some gemstone replacements may require additional time.

9. Liability Disclaimer

SIM and ROZ is not liable for:

  • Damage caused by improper use
  • Loss or theft of items
  • Items damaged during transit due to insufficient packaging
  • Repairs performed by third parties
10. Contact

For all warranty or repair-related inquiries:
📩 info@simandroz.com