Returns, Exchange, and Lifetime Warranty Policy

Lifetime Warranty on Custom Jewellery

At Ottawa Custom Jewellery (OCJ), we provide a lifetime warranty for all custom jewellery pieces, ensuring exceptional craftsmanship and quality. This warranty covers:

• Manufacturing Defects: All craftsmanship issues for the life of the piece, applicable only to the original purchaser with proof of purchase.
• Lifetime Repairs: Complimentary services include stone resetting, prong adjustments, clasp repairs, and other necessary maintenance.
• Free Maintenance: OCJ offers free cleaning, polishing, and inspections to maintain your jewellery’s appearance and longevity.

Note: The warranty excludes loss, theft, damage due to misuse, or normal wear and tear. We recommend insuring your jewellery for added protection.

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Exclusive Warranty for

Micro-Set Stones

Our commitment to excellence extends to the smallest details. This exclusive warranty ensures peace of mind for micro-set stones in your jewellery.

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What Is Covered

• Replacement of any micro-set stones that may loosen or fall out due to manufacturing defects or normal wear, up to five (5) times during the warranty period.

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What Is Not Covered

• Center stones or larger feature stones, which are subject to separate terms or insurance policies.
• Damage caused by improper use, accidents, or unauthorized repairs.
• General wear, scratches, or damages beyond the micro-set stones.

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Duration of the Warranty

• This exclusive warranty is valid for three (3) years from the date of purchase and applies only to the original owner of the jewellery.

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Conditions for Replacement

1. The jewellery must be brought to Ottawa Custom Jewellery or an authorized service center.
2. Proof of purchase (original receipt or warranty card) must be presented.
3. Regular maintenance or inspections (as recommended) must be adhered to.

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How to Claim the Warranty

If a micro-set stone falls out:

1. Contact our customer service team at ottawacustomjewellery.official@gmail.com or visit your nearest OCJ location.
2. Submit the jewellery for inspection to confirm eligibility under the warranty terms.

We are proud to stand behind the craftsmanship of our pieces and will make every effort to restore your jewellery to its original beauty.

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Return Policy

In compliance with Canadian consumer protection laws, our return policy includes:

1. 30-Day Return Window: Items can be returned within 30 days from the original purchase date for a refund or exchange.
2. Condition Requirements: Items must be unworn, in original condition, and include all packaging and documentation.
3. Exclusions: Custom, engraved, and personalized items are generally not eligible for returns. However, OCJ will work with clients on adjustments or modifications as needed (fees may apply).

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Exchange Policy

1. 30-Day Exchange: Eligible items can be exchanged within 30 days of purchase for items of equal or greater value.
2. Customization Adjustments: For custom pieces, OCJ offers redesign or modification options (additional fees may apply).

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Additional Information for Canadian Clients

• Initiating Returns, Exchanges, or Repairs: Contact OCJ’s client service team at ottawacustomjewellery.official@gmail.com to initiate the process.
• Shipping and Handling: Clients are responsible for securely packaging and shipping items, unless due to a defect.
• Processing Time: Returns, exchanges, and repairs are processed within 7–10 business days of receiving the item. Refunds will be issued to the original payment method.

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This policy highlights our unwavering dedication to quality and customer satisfaction. For more information, please visit our store or reach out via email.