UK Consumer Law and Warranty

At Luma Jewellery we take pride in the craftsmanship of every piece we make in Hatton Garden. Every piece goes through quality control before it leaves us. This page sets out your rights under UK consumer law and explains how to make a warranty claim.

UK consumer law

Our products are covered by UK consumer law, which entitles you to goods that are of satisfactory quality, fit for purpose and as described. These rights sit alongside our warranty and are not affected by it. If something is wrong with your piece, contact us and we will work with you to put it right fairly and promptly.

Our warranty

Every piece of Luma jewellery comes with a 1 year manufacturing warranty from the date of delivery. It covers defects in craftsmanship that should not have occurred under normal conditions. If a piece develops a fault covered by the warranty, we will repair or replace it at no cost to you.

Full terms, including everything the warranty does and does not cover, are set out on our warranty page. That page is the definitive statement of our warranty terms.

What is covered

  • Porosity, surface pores or blemishes in the metal, which are defects in the metal itself.
  • Uneven settings. Any unevenness should be apparent at the time of purchase or during servicing with us.
  • Chips, scratches or nicks in stones where these are caused by a manufacturing defect rather than by wear.
  • Rhodium plating splashes or staining on the metal, which are imperfections in the plating process.
  • Faulty settings, such as a prong that breaks because of a manufacturing issue.
  • Stone loss caused by a setting failure rather than by impact or wear.
  • Defects in metalwork, including clasps that fail, bands that crack at a join, or soldering that comes apart.

Most manufacturing defects appear within the first few months of wear.

What is not covered

The warranty does not cover damage caused by wear and tear, accidents, mishandling, misuse, theft, loss or external factors. Common examples include:

  • Dents, abrasions and scratches on settings, which are signs of normal wear. We recommend a yearly assessment to check your settings.
  • Chips, scratches, nicks and breakages on gemstones caused by accidents or everyday wear.
  • Pits and holes in a setting caused by exposure to corrosive chemicals.
  • Discolouration of precious metals caused by chemicals, makeup or exposure to chlorine.
  • Claws and bands wearing down over time and needing restoration.
  • Prongs that get caught, bent or worn down, which can allow a stone to fall out.
  • Loss of a gemstone through everyday wear or damage.

How to make a claim

  1. Contact us. Email info@lumajewellery.com with your order number and a photo of the issue, or use our contact form. We will come back to you within 2 working days.
  2. Return your piece. We will arrange the best way to get it to us. You can drop it at our Hatton Garden studio or return it by post. If returning by post, please include the original packaging, the packing slip and any certificates.
  3. Postage deposit. A postage deposit of £40 applies to UK returns and £150 to international returns.
  4. Assessment. We assess the piece free of charge, normally within 1 to 5 business days, to determine whether the issue is covered.
  5. Repair or quote. If the fault is covered, the repair is carried out at no charge and your postage deposit is refunded. If it is not covered, we will send you a quote. If you choose not to proceed, the deposit covers return shipping.

Conditions

The warranty is valid with proof of purchase and provided the piece has not been altered. Repairs or services carried out by any jeweller other than Luma Jewellery will void it.

Resizing

Engagement rings include one free resize within the first 12 months. Other ring styles can be resized for a fee. Some styles, such as full eternity rings, cannot be resized, and we confirm this before you order.

Insurance

Our warranty covers manufacturing faults but it does not cover loss, theft or accidental damage. We strongly recommend insuring your jewellery separately, particularly engagement rings and higher value pieces. Most home contents policies can be extended to cover jewellery, or you can take out a specialist policy.

Caring for your jewellery

  • Take your ring off for hands on work.
  • Remove your ring before sport, the gym and heavy housework.
  • Keep pieces away from chlorine and harsh chemicals, and store them separately.

See our jewellery care guide for more. We offer professional cleaning and polishing for £20.

Questions

If you have any questions about our warranty or your rights under UK consumer law, email info@lumajewellery.com or call 020 7419 6709.