Warranty & Care

Lifetime Warranty and Jewellery Care

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Every piece of Luster & Co. diamond jewellery carries a Lifetime Extended Warranty against manufacturing defects, plus complimentary replacement of lost side stones in the first year. This page sets out what that covers, what it does not, and how to care for your piece.

1. What the Lifetime Extended Warranty Covers

We warrant every piece against structural and manufacturing defects for as long as you own it. Covered defects include:

  • faults in metal casting, such as porosity or a structural weakness in the band or shank;
  • failure of a prong, bezel, or setting that is attributable to how it was made rather than to wear or impact;
  • defective clasps, catches, and findings;
  • faults in craftsmanship, including soldering and assembly; and
  • stone loss caused by any of the above.

Where a covered defect is found, we will repair the piece at no charge. If it cannot be satisfactorily repaired, we will replace it with an equivalent piece or, where that is not possible, agree an appropriate remedy with you.

2. Complimentary Side Stone Replacement — First Year

In addition to the warranty above, we will replace any lost side stone free of charge within the first year of purchase. This applies regardless of how the stone was lost, so it covers situations the warranty itself excludes, such as an accidental knock.

This benefit covers side stones only — accent, pavé, halo, and shoulder stones. It does not extend to the centre stone, which should be insured separately (see section 8). After the first year, replacing a lost side stone is chargeable, and we will quote before starting work.

3. What the Warranty Does Not Cover

  • Normal wear and tear — including gradual thinning of the band, surface scratches, dulled polish, and prongs that wear down over years of daily wear.
  • Accidental damage — knocks, crushing, bending, chipped or cracked stones from impact.
  • Loss or theft of the item or of a stone due to damage not covered above.
  • Unauthorised alteration or repair — any work carried out by a third-party jeweller voids the warranty on the affected part of the piece.
  • Damage from misuse — wearing jewellery while doing manual work, exercising, swimming, or gardening, or exposing it to chlorine, bleach, or harsh chemicals.
  • Fading of plating, including rhodium plating on white gold, which is a finish that needs periodic renewal rather than a defect.
  • Changes in the appearance of pearls, opals, and other soft or organic gemstones, which are inherently delicate.

These are not covered by the warranty, but most can still be repaired. We will quote for the work before starting it.

4. Making a Claim

  1. Contact us at info@lusterandcompany.com or +1 (778) 444-8609 with your proof of purchase and photographs of the issue.
  2. We will assess the claim and, if we need to see the piece, arrange insured shipping or a studio appointment.
  3. Our workshop inspects the piece and confirms whether the fault is a manufacturing defect.
  4. Covered repairs are carried out free of charge and the piece is returned to you fully insured.

Proof of purchase is required for every claim, which is why we keep a service record for each piece we sell. Turnaround depends on the work involved; we will give you an estimate once the piece has been inspected.

5. Complimentary Services

  • One complimentary ring resize within 30 days of receiving your ring — see our Returns and Exchanges Policy.
  • Professional cleaning and inspection at our Vancouver studio, by appointment.
  • Prong and setting checks, which we recommend every 6 to 12 months for a ring worn daily.

Regular inspection is the single most effective way to prevent stone loss. A prong that has worn thin is a small, inexpensive repair; a lost centre stone is not, and is not covered by the warranty.

6. Certification

Every natural and lab-grown diamond we sell is independently graded by the Gemological Institute of America (GIA) or the International Gemological Institute (IGI), and is supplied with its grading report. Our diamonds are sourced as conflict-free in accordance with the Kimberley Process.

The grading report is issued by the laboratory, not by us. Keep it safe — it is required for exchanges, insurance, and any future valuation, and replacing a lost report means resubmitting the stone to the laboratory at your cost.

7. Caring for Your Jewellery

  • Put it on last, take it off first — after cosmetics, perfume, and hairspray, and before cleaning, swimming, or exercising.
  • Clean gently with warm water, a drop of mild dish soap, and a soft toothbrush. Rinse and dry with a lint-free cloth.
  • Avoid ultrasonic cleaners unless we have confirmed your piece is suitable. They can loosen settings and damage treated or fractured stones.
  • Store pieces separately in a soft pouch or lined box. Diamonds scratch other diamonds and every other gemstone.
  • Remove rings for manual work, at the gym, and when applying hand cream.
  • Have white gold re-plated periodically to restore its bright finish.

8. Insurance

Our warranty covers manufacturing defects — it is not insurance. It does not cover loss, theft, or accidental damage. We strongly recommend insuring your jewellery separately, either through a specialist policy or as a scheduled item on your home contents insurance. We can provide a valuation for insurance purposes on request.

9. Transferability

The lifetime warranty applies to the original purchaser and is not transferable on resale. If a piece is bought as a gift, the recipient is treated as the owner for warranty purposes, provided the original purchase can be verified.

Contact Us

Questions about this policy? We are happy to help.