Warranty & Repairs

Every Akra piece is made by hand in our Tbilisi workshop, one at a time. We cut the stone ourselves and shape the silver around it.

That means if something goes wrong, you are dealing with the person who made the piece. There are two things here: a two-year limited warranty on materials and workmanship, and repairs with no time limit, long after the warranty has run out.

Below is exactly what each one covers and what it does not.

If you simply changed your mind and the piece is sound, that is a different matter. See our refund policy.

If it arrives damaged or incorrect

If the parcel arrives damaged, or the piece is not what you ordered, write to us within 48 hours of delivery and send photos, including the packaging.

We will handle everything and cover every cost. This is not a warranty claim and it is not a return. It is our mistake.

Two Year Limited Warranty

Every piece we make is 925 sterling silver, and every piece carries a two-year limited warranty from the date of purchase.

It covers defects in materials and workmanship, meaning anything that went wrong in the workshop rather than in wear.

The warranty covers:

  • solder joints that open, on a ring shank, a pendant bail, an ear wire or a setting
  • a fault in the setting, a prong or a rim that was not closed properly
  • a stone that comes out because the setting was at fault
  • a clasp or an earring fitting that stops working
  • silver that breaks where there was a flaw in the making, rather than from bending or a knock

On a warranty claim the repair is completely free: the work, the materials and the shipping.

Lifetime Repairs

We go on repairing a piece after the two years are up. There is no time limit. We made it, so we can repair it years later.

The only difference is the price. A repair is charged in two cases:

  • when the two years have already passed
  • when the damage is not something the warranty covers, for example the piece was dropped, caught on something or exposed to a chemical

In both cases the process is the same. We look at the photo first, then tell you exactly what it will cost and how long it will take. We start work only once you agree.

There are no hidden costs.

Shipping

On a warranty claim we cover the shipping in full, both to us and back to you. The fault was ours in the workshop, so the cost is ours too.

On a paid repair the shipping is paid by the buyer, both ways.

Before you send anything:

  • Write to us first. We look at the photo and tell you whether the piece needs to come to us at all.
  • We then send you exact instructions: the address, and how the parcel should be declared.
  • Use a tracked service. We cannot take responsibility for a parcel lost or damaged on its way to us.

If you are in Tbilisi you do not need shipping at all. Come to the workshop. Visit our studio

If we cannot repair it

Every piece is one of a kind. The stone in your jewelry does not exist twice, so we cannot make you an identical new one.

For that reason, if a fault under the two-year warranty cannot be put right, we give you a store credit for the full amount you paid. The credit does not expire and it can be used on any piece.

On a paid repair this question is usually settled before the piece is sent. If we can see from the photo that it cannot be fixed, we say so at once and you spend nothing on shipping.

Rarely it only becomes clear once the piece is in our hands. In that case we send it back to you free of charge.

What is not covered

The warranty covers what happened in the workshop. Everything listed below belongs to wear or to the environment.

Everyday wear

  • scratches, dents and wear
  • the natural darkening of silver
  • a ring band tiring from being adjusted often. Our bands are adjustable, but silver cannot be bent forever
  • a prong worn down by years of wear, and a stone lost because of it

Damage and misuse

  • drops, knocks and crushing
  • chemicals: cleaning products, perfume, cosmetics, cream, hair products
  • water: the shower, the pool and the sea
  • a change in the color of a stone from contact with chemicals or water
  • high heat
  • poor storage, above all together with other jewelry that rubs against a soft stone

Other

  • a piece that is lost or stolen
  • any work by another jeweler, resizing included. It voids the warranty

Most of this list can be avoided with care. Wearing and caring

Your statutory rights

This warranty is a voluntary promise from us. It is added to the rights you have by law and it takes nothing away from them.

In the European Union a buyer has statutory rights when goods are faulty. Our two-year warranty does not replace those rights and does not work around them.

How to start

  1. Write to us and send a photo. We need a few clear photos of the problem in daylight, your order number or the email address you ordered with, and one sentence about what happened. If the piece was a gift and you have no order number, just write to us. The warranty follows the piece and not the buyer, and we will find the order ourselves.
  2. We look and reply. We tell you whether this is a warranty claim or a paid repair, and whether the piece needs to come to us.
  3. On a paid repair we give you the price and the time first. Work starts only once you agree.
  4. If the piece does need to come to us, we send you the address and exact instructions.
  5. A repair usually takes 7 to 10 days in the workshop. The count starts on the day the piece reaches us, not the day you send it. When it is ready we send it back with a tracking number.

I read the emails myself and normally answer within 24 hours. Contact