The service is offered in addition to our warranty and is not subject to the usual one-year warranty period. For all jewelry made of 925 sterling silver or 18k/24k gold vermeil, a one-year warranty applies. If a material or workmanship defect occurs within this period, we will of course replace your jewelry free of charge.

What we cover:

• fallen out stones or pearls
• Defective clasps
• Breakage points that are immediately visible upon receipt of the goods or are due to a material defect (e.g., stress cracks or pre-existing material damage) are only partially covered by our warranty. The condition is that the defect is reported to us within 14 days of delivery is reported. Later damages that may have been caused by improper use or external influences are excluded.

What is not included:
Signs of wear such as scratches or discoloration, natural oxidation, or changes caused by third parties are not covered by the warranty. In such cases, you are welcome to contact our repair service. We will gladly check if a repair is possible. Gemstones and pearls with inclusions and discolorations are of natural origin and are not covered by the warranty.

Important for longevity:
Jewelry doesn't like chemicals. Avoid perfume, creams, or soaps, and store your pieces dry and separately. You can find more tips under Jewelry Care.

Our service applies exclusively to originals from NELLA & SINA. Only with our own pieces do we know the material, workmanship, and construction exactly. This is a prerequisite for professional and safe processing. We cannot accept third-party jewelry for quality and liability reasons.

Please send us your piece of jewelry independently and well packaged. The responsibility for the shipping lies with you. To ensure it arrives safely, we strongly recommend insured shipping with tracking. We do not assume any liability for lost shipments.

As soon as the repair is completed, we will send your piece of jewelry back to you securely and also with tracking via DHL.