Customer Care and Our VG Jewelers Guarantee

Ensuring you have a wonderful experience when you purchase your special jewelry from VG Jewelers (Village Goldsmith) is of paramount importance to us. We make every effort to ensure your engagement with us is stress free and that you can trust us to make this easy and convenient for you, knowing we support you every step of the way. 

We will do this with:

  • 10 year Manufacturing Warranty of Craftsmanship 
  • 30 day returns policy for Ready to Ship jewelry purchased online
  • Resizing Policy
  • Free shipping on all orders over $1,000 USD
  • Ongoing Support 
 

10 year Manufacturing Warranty 

Our mission at VG Jewelers (Village Goldsmith) is To capture stories and craft memories for the perfect jewelry experience that inspires generations and creates timeless legacies.” We know how important it is to you that your precious jewelry is built to last. VG Jewelers stands behind the quality and craftsmanship of our products, and warrant that all items will be free from defects in materials and craftsmanship for a period of 10 years from the date of purchase. If you believe there is a manufacturing defect in your purchased jewelry, you should contact us immediately to arrange a return for inspection by either VG Jewelers or an authorised stockist. If we determine your purchase is damaged as a result of a manufacturing or materials defect, we will repair the product, or, if appropriate; replace. If the product is no longer available, at our discretion we may offer a replacement that matches the original as closely as possible, or, offer a store credit equal to the price the original purchase price. This warranty is not available if the jewelry has been altered by another jeweler other than VG Jewelers. 
Please note that minor irregularities and variations in craftsmanship are solely unique to each item. Natural characteristics or internal inclusions that are visible or invisible, in all gemstones are also special and unique to each item. These features are considered part of the nature of each bespoke item and are not considered defects. 

 

Wear and Tear

‘Wear and tear’ damage is not included in this warranty, and VG Jewelers (The Village Goldsmith Ltd) reserves the right to assess the extent of any damage. 
If we believe the damage is not caused by a manufacturing or material defect, we will notify you and organise a quote for repair services available. In the event that there is ever a problem with your jewelry, it can be mailed back to our offices for inspection, or a jewelry manufacturer authorised by VG Jewelers (The Village Goldsmith Ltd). If the problem is determined to be from a manufacturing or structural defect, we will repair or replace the item at no charge to you.
 


30 Day Returns Policy for “Ready to Ship” Jewelry Purchased Online

We know how difficult it is to visualise your new jewelry until you have seen it in person. To make sure we get this right for you and ease this process, we offer to our customers the opportunity for returns or exchanges of their jewelry within 30 days of their order being ready for collection or delivery. We offer free shipping to the US, Canada, NZ, Australia, UK and Europe for all orders over $1,000 USD. We kindly ask you to cover the shipping charge when returning to us. To be eligible for a refund, the customer must initiate the return within 30 days and must return it within one week of notifying us. Dependent on the date of notification, the item must be returned no later than 37 days after the date the order was ready for collection or delivery, in its unworn and original condition without any damage, and with all accompanying documents and materials. Our Quality Assurance department will review the returned item(s). Items that show signs of wear or have been altered or resized, by a jeweler not authorised by VG Jewelers, or are damaged, these items are unable to be returned. In the unlikely event that the item turns out to be faulty or different from those the customer ordered, we will repair or replace the item free of charge or refund the item in full.


We are unable to provide a refund for Custom Bespoke and Custom Made jewelry, this includes items that have been engraved. 
To initiate the refund process, please contact us. 


Resizing Policy

If the ring size you provided to us turns out not to be correct once you receive your precious new ring, at VG Jewelers we offer one free resizing of up to one size on those new ring purchases. If your ring requires a resizing of greater than one size there may be a charge for that. Contact us within 60 days of the order being ready for collection or delivery to discuss your resizing requirements and to determine the return process to VG Jewelers or an authorised jeweler for resizing. If your ring needs to be resized by more than one size there may be an additional charge or your ring may need to be remade. We are unable to offer resizing services outside of USA and NZ.  
 
Please contact us if you have questions or would like to return your item for any of our warranty services. 


Conditions and Exclusions 

Customers must retain VG Jewelers (The Village Goldsmith Ltd) Certificate of Craftmanship for Bespoke Custom jewelery. It is the responsibility of the customer to ensure annual check-ups are being arranged with VG Jewelers or a jeweler authorised by VG Jewelers. This warranty will not apply in accordance to any or all of the below scenarios: 

  • The item has not been assessed for annual maintenance by either VG Jewelers (The Village Goldsmith) or jewelers authorised by VG Jewelers. 
  • General wear and tear or damage through: misuse, neglect or accident. 
  • Use for purpose of which the product was neither sold or designed for. 
  • Discolouration of precious metals caused by: chemicals, excessive heat, make-up, atmospheric conditions, environment factors outside of VG Jewelers (The Village Goldsmith) control. 
  • Immersions in pools, baths or hot-tubs. 
  • The loss of a gemstone if signs of wear and tear are evident.  
  • Product loss or theft. 
  • Repair or service performed by a jeweler other than VG Jewelers (The Village Goldsmith), or its authorised jewelers will void the warranty. 

We recommend that you maintain independent insurance coverage for your jewelry. 


Ongoing Support

Once this warranty, 10 years from purchase, has concluded, we will continue to offer premium service for your item purchased from VG Jewelers (The Village Goldsmith), this may occur a cost which will be agreed upon with the client and jeweler prior to commencing. You may also return your jewelry to us or a jeweler authorised by VG Jewelers for free prong tightening, re-polishing, and cleaning for the life of your fine jewelry, with only nominal shipping fees. We very strongly recommend that you have your ring inspected annually and have any needed maintenance done as needed.