Warranty and Return Policy
- Warranty
Vault & Eden hereby warrants that all jewelry pieces are crafted in accordance with the highest standards of quality and workmanship. This limited warranty shall be valid for a period of one (1) month from the date of delivery of the product (the “Warranty Period”), and shall apply exclusively to manufacturing defects in jewelry made of gold, platinum, silver, steel, or analogous materials.
Claims relating to incorrect products delivered or damage sustained during transportation must be reported within seventy-two (72) hours from receipt of the product. Failure to report within this period shall render the warranty null and void.
Exclusions
This warranty expressly excludes and does not cover:
● Damage resulting from misuse, negligence, or ordinary wear and tear.
● Breakage, dents, or fractures in chains, bracelets, or settings.
● Loss or detachment of stones caused by impact or prolonged use.
● Alterations or deterioration resulting from exposure to chemicals, cosmetics, perfumes, creams, chlorine, saltwater, or hot water.
● Discoloration, textural changes, or other alterations to precious or semi-precious stones.
● Any modification, adjustment, or repair performed by unauthorized third parties or workshops.
● Wear and loosening of stone settings resulting from normal use.
In the case of white gold jewelry, rhodium plating may naturally fade over time. Such wear is inherent to the material and shall not be deemed a manufacturing defect.
Vault & Eden shall provide, free of charge, a single resizing adjustment of up to one (1) size for rings. Subsequent or complex resizing shall incur an additional charge.
As each Vault & Eden piece is handmade and unique, minor variations in texture, form, or color shall be considered intrinsic to the product’s nature and not a manufacturing defect.
To invoke this warranty, the customer must:
- Submit written notice to servicio@vaultandeden.com within the applicable timeframe.
- Request, complete, and digitally sign the official claim form provided by Vault & Eden.
- Upon validation of the claim, Vault & Eden shall coordinate product collection, technical evaluation, and provide a written response within ten (10) business days.
If a manufacturing defect is confirmed, Vault & Eden shall assume all costs associated with return, repair, or replacement. If the damage is determined to result from misuse or unauthorized alterations, transportation and repair costs shall be borne solely by the customer.
Products may be exchanged within fifteen (15) calendar days of delivery, subject to the following conditions: the product must (i) be unused; (ii) be in perfect condition; and (iii) be returned in its original packaging together with the invoice.
Exchanges shall not be accepted in respect of:
● Personalized or custom-made products.
● Jewelry altered at the request of the customer (including resizing or engraving).
● Products modified by unauthorized third parties.
● Items purchased at a discount of forty percent (40%) or greater.
Pursuant to Article 47 of Law 1480 of 2011 (the Colombian Consumer Protection Statute), the customer may exercise the right of withdrawal within five (5) business days following delivery.
In such cases:
● The full purchase price shall be reimbursed within no more than thirty (30) calendar days.
● Products must be returned in the same condition in which they were received.
● Return shipping costs shall be borne exclusively by the customer.
● This right shall not apply to personalized or custom-made products.
For electronic transactions, the customer may request reversal of payment in the following instances: (i) fraud; (ii) unauthorized transaction; or (iii) non-receipt or defective/non-conforming product.
In such cases, the customer must:
- File a claim with Vault & Eden within five (5) business days of identifying the incident.
- Notify the issuer of the payment instrument used for the transaction.
- Return the product, where applicable.
