1-Year Limited Craftsmanship Warranty

What’s Covered

This warranty covers confirmed issues resulting from the craftsmanship, construction, or assembly of your jewelry. This may include:

• faulty clasps, connectors, fastenings, or other hardware;
• improperly secured components;
• threading, crimping, setting, or assembly failures;
• premature failure or snapping of elastic or cord under normal use where the issue is determined to result from the original construction of the piece; or
• other structural issues caused by the way the piece was made.

Because every piece is different, warranty requests are assessed individually.

Natural Stones & One-of-One Pieces

Natural stones are unique materials. Inclusions, mineral lines, clouds, variations in color or transparency, small pits, surface texture, asymmetry, and other naturally occurring characteristics are not considered craftsmanship defects.

For One-of-One and Three Thousand Worlds pieces, the principal natural stone is individually selected and inherently unique. If that stone is chipped, cracked, broken, or otherwise damaged, an identical replacement will generally not exist, and the original stone may not be capable of being restored to its original size, shape, or appearance.

Accidental damage to a natural stone is not covered by this craftsmanship warranty.

However, if stone damage appears to have resulted from the original drilling, setting, fastening, or assembly of the piece rather than from impact, pressure, or misuse, please contact us. We will assess the issue individually.

What’s Not Covered

This warranty does not cover:

• normal wear and ageing;
• gradual stretching, loosening, or wear of elastic or cord through regular use;
• scratches, surface wear, oxidation, tarnish, or gradual changes to finishes;
• accidental damage caused by dropping, impact, pulling, snagging, crushing, or excessive pressure;
• natural stone chipping, cracking, or breakage caused by impact or pressure;
• damage caused by prolonged exposure to water, chemicals, improper storage, or improper care;
• lost or stolen pieces;
• missing stones or components following accidental breakage; or
• damage caused by third-party repair, resizing, alteration, or modification.

If you are unsure whether an issue is covered, send us a few clear photographs and we will be happy to review it.

Warranty Repairs

For a confirmed covered issue, we will first seek to repair the original piece and preserve its original materials wherever reasonably possible.

A complimentary warranty repair may include restringing, securing or replacing hardware, repairing a fastening or connection, or other work needed to correct the covered craftsmanship issue.

Please keep all available stones and components if your piece breaks. Because natural materials vary, missing or damaged stones and components may not always be replaceable.

If a covered issue cannot reasonably be repaired, we will review the available options with you. For unique natural stones, we do not promise an identical replacement or restoration to the stone’s original condition. Any rights or remedies required by applicable consumer law remain unaffected.

Shipping for Warranty Service

Please contact us before sending your piece back.

For standard warranty repairs requested after the piece has been in use, the customer is responsible for shipping the piece to Frequency & Stone and for return shipping after the repair.

If your order arrives damaged, incorrect, or with an immediately apparent issue, please contact us within the applicable return period. Confirmed delivery issues or Frequency & Stone errors are handled separately under our Return & Refund Policy, including reasonable standard shipping where applicable.

Shipping arranged without our prior approval may not be reimbursed.

Where returning a piece is impractical, we may discuss another appropriate service option with you after reviewing the issue.

How to Make a Claim

Please contact us with:

• your order number;
• a brief description of what happened; and
• clear photographs or video showing the issue.

Gift recipients may also request warranty assistance using the original order number.

We may request additional photographs or ask for the piece to be returned for inspection before confirming warranty coverage.

Once your piece reaches us, we usually complete our assessment within 5 business days and will confirm the available options together with an estimated service time. We do not promise a fixed repair completion date, as this depends on the work required and the materials involved.

Aftercare

A piece falling outside the warranty does not necessarily mean we cannot help.

Where technically appropriate, we may be able to offer paid aftercare, including restringing, hardware replacement, refinishing, minor reshaping, or other repair work.

For a chipped or damaged unique natural stone, any refinishing or reshaping may change its original dimensions, contour, finish, or appearance, and may not always be technically possible. We will explain the available options before any work begins.

Any applicable service, material, and shipping costs will be confirmed with you in advance.