Customer Care and Our VG Jewellers Guarantee
Ensuring you have a wonderful experience when you purchase your special jewellery from VG Jewellers (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:
- 5 years Manufacturing Warranty of Craftsmanship
- 30 day returns policy for Ready to Ship jewellery purchased online
- Resizing Policy
- Free shipping on all orders over $1,000 USD
- Ongoing Support
5 years Manufacturing Warranty
Our mission at VG Jewellers (Village Goldsmith) is “To capture stories and craft memories for the perfect jewellery experience that inspires generations and creates timeless legacies.” We know how important it is to you that your precious jewellery is built to last. VG Jewellers 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 5 years from the date of purchase. If you believe there is a manufacturing defect in your purchased jewellery, you should contact us immediately to arrange a return for inspection by either VG Jewellers 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 jewellery has been altered by another jeweller other than VG Jewellers.
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 Jewellers (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 jewellery, it can be mailed back to our offices for inspection, or a jewellery manufacturer authorised by VG Jewellers (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” Jewellery Purchased Online
We know how difficult it is to visualise your new jewellery 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 jewellery 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 jeweller not authorised by VG Jewellers, 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 jewellery, this includes items that have been engraved.
To initiate the refund process, please contact us.
If the ring size you provided to us turns out not to be correct once you receive your precious new ring, at VG Jewellers 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 Jewellers or an authorised jeweller 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 Jewellers (The Village Goldsmith Ltd) Certificate of Craftsmanship for Bespoke Custom jewellery. It is the responsibility of the customer to ensure annual check-ups are being arranged with VG Jewellers or a jeweller authorised by VG Jewellers. 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 Jewellers (The Village Goldsmith) or jewellers authorised by VG Jewellers.
- 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 Jewellers (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 jeweller other than VG Jewellers (The Village Goldsmith), or its authorised jewellers will void the warranty.
We recommend that you maintain independent insurance coverage for your jewellery.
Once this warranty, 5 years from purchase, has concluded, we will continue to offer premium service for your item purchased from VG Jewellers (The Village Goldsmith), this may occur a cost which will be agreed upon with the client and jeweller prior to commencing. You may also return your jewellery to us or a jeweller authorised by VG Jewellers for free prong tightening, re-polishing, and cleaning for the life of your fine jewellery, with only nominal shipping fees. We very strongly recommend that you have your ring inspected annually and have any needed maintenance done as needed.