TL;DR: our warranty covers manufacturing defects, including a stone that works loose within 6 months of delivery where there is no impact damage. It works the same way wherever you live. If something is wrong, stop wearing the ring, photograph it and email us before anyone else works on it. Where we confirm a manufacturing defect, we arrange and pay for collection. Pieces start from £600.
What the warranty covers
Our aftercare and warranty page sets out the full terms. In short, we cover:
- A stone that works loose or falls from its setting within 6 months of delivery, where there is no evidence of impact damage.
- A setting, metal or stone that differs from the approved design.
- An engraving error, where the text differs from your written instruction.
- Surface defects that should not be on a finished piece, such as unpolished areas or porosity.
- A ring made to the wrong size when you gave us the correct measurement.
What it does not cover
- Surface scratches from everyday wear.
- Prong wear over time, which a local jeweller should check periodically.
- Damage from impact, chemicals or improper storage.
- Loss or theft, which are matters for jewellery insurance.
Your statutory rights under the Consumer Rights Act 2015 apply in full and are not limited by the warranty.
How a claim begins
- Stop wearing the ring if there is a problem.
- Take clear photographs from several angles.
- Email enquiries@aviediamonds.com with your commission reference (AV-XXXX), a description of what happened and the photographs. WhatsApp or Instagram is fine too, in any existing conversation.
- Wait for our guidance before anyone works on the ring.
Having someone else repair the ring before we see it can affect a claim, so please ask first.
A worked example
Imagine you notice a stone moving in its setting three months after the ring arrives. You stop wearing it, photograph it and email us with your reference. We look at the photographs and ask how the ring has been worn. For straightforward cases, photographs are often enough. Where we confirm a manufacturing defect and the ring needs to come back, we arrange insured, tracked collection, repair the setting, and send it back. The steps are the same wherever you live. The only thing that changes is the customs paperwork.
The cross border part
A ring returned for repair crosses a border twice. The paperwork must state the true value, and we tell you exactly how to describe the shipment so that it is treated as a return for repair. Our guide on why the true value goes on a customs form explains why, and our guide to the six month stone warranty abroad covers the questions overseas clients ask most.
Documents to keep
Keep your invoice, any laboratory report, the tracking details and photographs of the ring when it arrived. Our guide to reading your invoice and certificate explains the documents, and our ten minute inspection gives you a record from day one.
Everyday care helps
Many problems can be avoided with sensible care. See our ring care checklist by season, and our guide to the ring service appointment.
Working with us
We work by video consultation and message, send sketches and CAD renders, and make nothing until you approve the design in writing. Standard making time is 5 to 6 weeks, varying with your location and how busy we are. Delivery is insured and tracked with FedEx.
Frequently asked questions
Does the warranty apply overseas?
Yes. The same cover applies wherever you live.
When do the six months start?
From the date the ring is delivered to you.
Who pays for return shipping?
Where we confirm a manufacturing defect, we arrange and pay for insured, tracked collection. If an issue turns out not to be a defect, we tell you before any work is done and confirm any costs in writing.
Does the warranty cover loss?
No. Loss and theft are matters for jewellery insurance.