Warranty

At FIANCEE GROUP LLC (“Fiancee”), we are committed to the authenticity and quality of our jewelry. All of our pieces come with a warranty and certification of authenticity, backing up the purity of the gold and the quality of the workmanship. We do not sell previously worn items.

For the above reasons, we present the warranty conditions for our jewelry.

1. What does the warranty cover?

- Material Authenticity

Fiancee warrants that all jewelry sold through our website is made of genuine 18K gold and complies with the purity specifications indicated for each product.

The following product designations are used on our website:

    • GOLD COL: Refers to Colombian gold with a fineness ranging from 710 to 730 parts per thousand (71–73%). This alloy is recognized and marketed in Colombia as 18K gold and complies with Colombian manufacturing standards.
    • GOLD ITALY: Refers to Italian gold with a fineness of 750 parts per thousand (75%), which is the internationally recognized standard for 18K gold.

    All jewelry includes a Certificate of Authenticity, certifying the authenticity and declared purity of the material used.

    The difference between ORO COL (71–73%) and ORO ITALY (75%) is based solely on the manufacturing standards and alloy compositions traditionally used in each country and does not affect the authenticity or quality of the gold. Both are genuine 18K gold products and are covered by this Limited Warranty.

- Manufacturing defects: For a period of twelve (12) months from the date the order is received, this warranty covers manufacturing defects in materials and workmanship, including:

  • Defective welds.
  • Defects in stone settings (provided they have not been manipulated).
  • Failures in closures, clasps or mechanisms due to manufacturing defects, including internal springs.
  • Changes in color or texture of the material, not attributable to normal use.

Notwithstanding the foregoing, stones, pearls, or cubic zirconia come with a 30-day limited warranty against manufacturing defects only, but not against damage from use or handling.

- Free repairs: In the event of a covered manufacturing defect, the piece will be repaired or replaced at no additional cost to the customer.

2. What does the warranty not cover?

- Natural wear and tear due to use:

  • Loss of natural shine or polish.
  • Scratches or marks from daily use.
  • Damage due to misuse, mishandling or improper care:
  • Damage caused by failure to follow the jewelry care instructions provided by Fiancee or by improper care, storage, or maintenance.
  • Damage due to mishandling or misuse of the jewelry (blows, evidence of pulling, breakage, twisting, tension and crushing of the piece due to force applied to the jewelry, dents due to falls, bending and other damage that the piece presents due to the same condition of improper use.)
  • Damage caused by contact with corrosive chemical substances.
  • Damage caused by exposure to melting temperatures or deformation of the material due to high temperatures.

- Loss or theft: The warranty does not cover total or partial losses.

- Alterations by third parties: Size adjustments, engravings, or repairs performed in workshops other than Fiancee.

- Home tests to verify authenticity: We are not responsible for damage caused by tests such as exposure to fire, cutting, abrasion with metal or chemical substances, or other methods that may alter or damage the piece.

3. Procedure to validate the warranty

- Contact our customer service team via WhatsApp (4753499731 - 4753499732)

- Present the certificate of authenticity and the purchase invoice.

- Send photographs of the piece for an initial evaluation.

- Once the warranty has been approved, the procedure for shipping or delivering the jewelry for inspection and repair will be indicated.

4. Response Times

  • Technical evaluation: up to 3 business days.
  • Repair: up to 8 business days if determined appropriate.
  • Product replacement: within 8 business days if repair is not feasible.
  • Refund: within 15 business days if repair or replacement is not possible.

The following response times are estimates only and are not guaranteed. However, Fiancee will use commercially reasonable efforts to meet them.

5. Consumer Options

In the event of a proven defect, Fiancee may choose between:

  • Product repair.
  • Replacement with one of the same or similar characteristics.
  • Refund of the money paid. 

6. Personalized or custom-made jewelry

For custom-made or custom-engraved jewelry, the warranty covers manufacturing defects only. Returns are not accepted for changes in taste or size.

7. Shipping

If a warranty is determined to apply, Fiancee will cover the total cost of shipping.

However, if a claim is determined not to be covered under this warranty, the buyer shall be responsible for all shipping costs, as well as any applicable duties or taxes.

8. Non-Transferability. The warranty is non-transferable and applies only to the original purchaser.

9. Warning regarding the care of jewelry under 2 grams.

18K gold jewelry weighing less than 2 grams should be handled with special care due to its delicacy. These pieces, due to their lightness and fineness, may be more prone to bending, breaking, or deforming if subjected to pulling, excessive pressure, or accidental snagging.

• It is recommended to avoid sleeping with them, playing sports, exposing them to chemicals, perfumes, creams, high temperatures or extremely humid environments.

• Their use is intended for special occasions and careful handling, not for rough or continuous use.

• The warranty of authenticity of the material (18K gold) is maintained, but damage caused by improper use is not covered under this Warranty.

10. Optional Material Buy-Back

If this Warranty does not apply and the item is not eligible for return under our Return Policy, the customer may request that Fiancee evaluate the piece for a possible buy-back.

Any buy-back is entirely at Fiancee’s sole discretion. Because Fiance sells only brand new jewelry and does not repurchase items for second-hand resale, any approved buy-back will be based solely on the weight and type of recoverable material in the piece, using the applicable international price per gram of gold or other recoverable metal at the time of evaluation, and not on the value of the item as finished jewelry.