Warranty
At Vénus, we are committed to creating jewelry designed for everyday wear and lasting beauty.
Our pieces are crafted using sterling silver, 18K gold vermeil, solid 14K gold, natural pearls, and selected lab-grown diamond details. Because fine jewelry is delicate by nature, gentle care is recommended to help preserve its appearance over time.
6-Month Manufacturing Warranty
Vénus offers a 6-month manufacturing warranty from the date of delivery.
This warranty covers manufacturing faults related to craftsmanship or material defects under normal wear conditions.
If a manufacturing issue is confirmed by our team, we will provide an appropriate solution, which may include:
- Repair
- Replacement
- Store credit
- Partial component replacement
The solution offered will depend on the nature of the issue and product availability.
What Is Covered
Examples of manufacturing faults may include:
- Faulty clasps or closures
- Broken soldering points
- Structural defects caused during production
- Loose settings or components caused by manufacturing issues
All warranty claims are assessed individually by our team.
What Is Not Covered
Our warranty does not cover:
- General wear and tear
- Tarnishing or natural oxidation of sterling silver
- Scratches, dents, or surface wear
- Fading of gold vermeil plating over time
- Damage caused by water, perfume, cosmetics, chemicals, or improper storage
- Broken chains caused by accidental pulling or external force
- Lost jewelry or lost components
- Pearls or stones damaged through impact, pressure, or misuse
- Damage caused by third-party repairs or modifications
- Improper care or handling
- Change of mind purchases
Please note that gold vermeil plating will naturally fade over time depending on individual wear habits, skin chemistry, environment, and exposure to moisture or chemicals. This is considered normal wear and is not classified as a manufacturing fault.
Natural pearls are delicate organic materials and should be handled with care. Variations in shape, texture, color, and surface are natural characteristics and not considered defects.
Customized Jewelry
Customized and personalized jewelry pieces are specially made for each customer and are considered final sale.
These items cannot be returned or exchanged unless a confirmed manufacturing fault is identified.
Because custom pieces are individually produced, slight variations in finishing, pearl shape, natural textures, stone placement, or handcrafted details may occur and are not considered defects.
Warranty Claim Process
Before sending any item to us, customers must first contact our team and submit a warranty request.
Please include:
- Your order number
- A description of the issue
- Clear photos or videos of the jewelry
Our team will review your request within 1–3 business days.
If your claim is approved, return instructions will be provided by email.
Please do not send items before receiving confirmation from us.
Repair Shipping Costs
Customers are responsible for shipping costs when sending items to Vénus for warranty assessment or repair.
If the issue is confirmed as a manufacturing fault within the warranty period, Vénus may cover the return shipping cost at our discretion.
We recommend using a tracked shipping service, as Vénus is not responsible for parcels lost during transit.
Repairs Outside Warranty
We understand jewelry often carries personal meaning and sentimental value.
For pieces outside the warranty period, Vénus may still offer paid repair services where possible.
Repair availability depends on the design, materials, and extent of the damage.
Please contact our team for an assessment before sending any jewelry to us.
Jewelry Care
To help preserve the beauty and longevity of your jewelry, we recommend:
- Avoiding direct contact with water, perfume, lotions, and chemicals
- Removing jewelry before swimming, showering, exercising, or sleeping
- Storing jewelry in a dry, cool place when not in use
- Avoiding friction or impact with hard surfaces
- Gently polishing sterling silver with a soft jewelry cloth when needed
Proper care will help extend the life and appearance of your jewelry over time.
Value Trade-In Program
At Vénus, we believe fine jewelry should continue to hold value over time.
Because our jewelry is crafted using genuine sterling silver and gold components, eligible Vénus pieces may qualify for our permanent Value Trade-In Program.
Even if a piece becomes worn, scratched, tarnished, or damaged, selected precious metal components may still retain recycling value based on current international precious metal market prices.
Approved trade-in value may be issued as Vénus store credit and used toward future purchases.
For full details, please visit our Value Trade-In page.
Relax
Relax — no matter how much time passes, your Vénus jewelry will always remain eligible for Value Trade-In.
Because Vénus is designed to grow, evolve, and stay with you through every stage of life.
Contact
For warranty enquiries, repairs, or jewelry care advice:
Auckland, New Zealand