Warranty policy

Overview

Z5 jewelry (Hong Kong) goods have a 1 year guarantee against manufacturing and processing defects. This warranty does not apply to goods that are exposed to excessive wear, misuse or damage to property, regardless of the causes. The item(s) must not be damaged by improper handling or improper external impacts (e.g. knocks, dents or pressure) and must not be changed, manipulated, repaired or serviced by a service provider other than Z5 jewelry (Hong Kong) . Wear and tear caused by the intended use of the piece of jewellery does not constitute manufacturing defects and is not covered by the warranty.

At Z5 jewelry (Hong Kong) , we guarantee that each of our lab diamonds has a certificate issued by one of the leading gemology laboratories in the world (GIA, IGI,GRA,GRC ) or by the Diamond Factory (DF) or by the International Coloured Gemstone Laboratory (ICL). You may find that some of our competitors issue their own certificates. At Z5 jewelry (Hong Kong) , we only sell diamonds and gemstones with certificates from strict and recognised laboratories in the industry.

In the event that there is ever a problem with your jewellery, it can be posted back to our offices for inspection and repair. We do require all defects to be inspected by our workshop and do not rely upon third party inspections, such as other retailers. Any defects resulting from manufacturing faults will be repaired or replaced at no charge (shipping not included). Any damage caused as a result of normal wear-and-tear will be repaired by our in-house jewellery workshop at very competitive pricing rates.

Some examples of common jewellery issues that are not covered by our warranty:
• Dents, knicks and scratches are inevitable and are not considered a defect
• Discolouration due to exposure to chemicals, make-up, swimming pools, hot tubs or bathing
• Rings that have been damaged or misshapen as a result of “hands-on” activities, such as weight-lifting, rock climbing, gardening, DIY etc. This includes cases where damage results in loss of stones.
• Prongs and precious metals, in general, wear over time and may require “building up” or restoration work as normal wear.
• Bent, caught or worn out prongs(s) allowing a stone to fall out or be lost due to normal wear or other damage.

Lost stone or a stone has fallen out due to chipping or breaking caused by normal wear or other damage. Rings that have special finishes, such as matte, sandblast or satin (among others) are particularly prone to natural wear, which will affect the appearance of the finish over time. Other hand-dominant activities like contact sports, getting out of a swimming pool or your ring making contact with hard surfaces such as keys or door handles will also contribute to a ring’s finish changing its appearance over time. While it’s possible to have a ring returned to us so that its original finish can be restored, for any special finish (other than “polished”), our warranty doesn’t cover the cost of re-doing the finish. We can quote you on the cost of re-doing the finish.
If you are a customer of Z5 jewelry (Hong Kong) and are in need of repair services, please email [email protected] including your order number (if you do not know your order number, please include the name of the purchaser), and we will be happy to assist you further.

It does not void independent warranties to have a local jeweller resize your jewellery, but if in the unlikely event any problems arise from the sizing of your ring, either, the jeweller who sized the ring will need to repair it, or there would be a fee to have our jewellers repair any damage. We highly recommend insuring your Z5 jewelry (Hong Kong) jewellery.

Z5 jewelry (Hong Kong) Repair Service
We offer very competitive pricing for repairs of jewellery purchased from Z5 jewelry (Hong Kong) that is no longer under warranty. This service is offered as a courtesy to our customers. If your jewellery is in the need of repair, please contact us with an explanation of repair, and please include your order number or the name of person who purchased the jewellery. We will provide an estimate where possible, but at times we may need the item to be sent back before we can accurately assess any repair.

Z5 jewelry (Hong Kong)