Indira Warranty

Indira Warranty

Indira, an online store operated by S.C. Indira Art Distribution S.R.L. with headquarters at Str. Intrarea Moneasa Nr. 1, Ap. 4, Sector 1, Bucharest, having CUI RO 36408630, J40/10658/09.08.2016, holder of the Authorization issued by ANPC, Nr: 9756 for operations with precious metals and gemstones, declares on its own responsibility, in accordance with the provisions of art. 5 of HG nr. 1022/2002 concerning the regime of products and services that may endanger life, health, occupational safety, and environmental protection, that the silver and gold jewelry sold by the company does not endanger life, health, occupational safety, does not negatively impact the environment, and complies with EU standards.

All silver jewelry sold is checked and certified, has a purity of 92.5%, and bears the mark of the ANPC - Precious Metals and Stones Directorate according to the legislation, guaranteeing the quality of the precious metal used, or the IND responsibility mark.

All gold jewelry sold is checked and certified, has a purity of 58.5% gold, and bears the mark of the ANPC - Precious Metals and Stones Directorate according to the legislation, guaranteeing the quality of the precious metal used, or the IND responsibility mark.

Natural stones may have slight differences and imperfections in color or cracks; this is not a defect, it is their natural appearance.

HOW TO SUBMIT WARRANTY CLAIMS

To initiate a warranty claim, please use our online portal accessible from your client account. This is the only official channel for registering warranty claims.

No proof of possession of the warranty certificate is required to submit a repair request. 

  1. Access the Warranty Portal: Log into your client account and navigate to the "Repairs and Warranty Portal" section.
  2. Select the type of request: To ensure we process your request as efficiently as possible, please select the repair intention that best describes your situation.
    • Covered Warranty:

      Select this option if you believe the product defect is a manufacturing fault and should be covered by the 2-year commercial warranty. Our team will evaluate the product and inform you if the repair is covered by warranty or if it can be done at a cost. Only orders placed in the last 2 years are eligible. 

    • Unsure, Needs Evaluation:

      If you're unsure whether the problem is a manufacturing defect or the result of normal wear or an accident, select this option. Our team will evaluate the product and inform you if the repair is covered by warranty or if it can be done at a cost. Only orders placed in the last 2 years are eligible. 

    • Repair at Cost:

      Select this option for damages not covered by warranty, such as those caused by an accident, improper use, or normal wear (e.g., a chain broken by snagging, deep scratches). We will evaluate the product and provide a quote for the repair cost. All orders placed on indira.co.uk are eligible. 

  3. Initiate a new request: Select the order and the defective product(s).
  4. Complete the form: Describe in detail the defect found, how it occurred, and upload clear photos of the product highlighting the defect.
  5. Choose the shipping method. 
  6. Submit the request: After completing all the information, submit the form. You will receive a registration number for your request and be notified by email.

Our team will review your request and you will receive a response within 24-48 working hours from receiving the package. You can track the status of your request directly in the warranty portal.

NOTE: Products sent for service under warranty will only be accepted if the request was previously registered in the online portal and approved by our team. We reserve the right to refuse packages that do not comply with this procedure.

WHAT IS THE COMMERCIAL WARRANTY CERTIFICATE (art. 15)

The commercial warranty certificate accompanies the online order purchased along with the fiscal invoice, a document sent to the email from the order placed on indira.co.uk. The commercial warranty certificate covers the authenticity of the material, 925 silver, 585 gold, the closure systems, the manufacturing method, and not improper use, snagging, breakage due to product use during sleep, household activities, fitness, running, etc. For more details, see the Warranty Terms and Conditions.

No proof of possession of the warranty certificate is required to submit a repair request. 

ORDER DELIVERY

All INDIRA products are inspected before being sent to the Client, analyzing:

  • if they have all the stones;
  • if they show scratches;
  • if the closures are good and not blocked;
  • if there are handling modifications;
  • if it is bent;

Each INDIRA jewelry piece is cleaned and gently handled while being placed in the box before being sent to the client.

Upon receiving the order, if the Client finds that a product is not compliant (scratches, missing stones, etc.), they are requested to notify us immediately, within a maximum of 24 hours from receiving the package and to return the product through the online return process.

If the Client receives the product, starts using it, and accidentally hits, scratches, or subjects it to mechanical shocks, replacement cannot be claimed. 

WARRANTY

All INDIRA products are delivered with care and a commercial warranty in accordance with the current legislation OUG 140 from 28.12.2021, for a period of 2 years. Manufacturing defects will be repaired with care and free of charge, as long as the product complies with the warranty terms and conditions.

All repair requests will be subject to inspection and expertise by our team before the request is processed.

If the INDIRA quality assurance team determines that the damages were not caused by a manufacturing defect, the client will be informed about this and if repair services are available at costs.

If, following the expertise, it is determined that the client's product requesting warranty repair is not due to a manufacturing defect, and the client does not want the product repaired at cost, the round-trip shipping cost is their responsibility and is 10 GBP, payable upon receipt of the package.

WARRANTY TERMS AND CONDITIONS

The commercial, legal warranty is granted for a period of 24 months from the date of entering possession of the purchased products, certifying that the product is made from 925 silver or 585 gold, verified and marked by ANPC for products exceeding 2 g, and only verified by ANPC for jewelry under 2 grams, according to legislation.

  • The commercial warranty does not cover product wear, regardless of how long ago it was acquired, deformations, scratches, or any other form of accidental damage, improper use, negligence, unauthorized repairs/modifications/adjustments by third parties or even by the buyer, alterations made to products, massive wear, breakage, etc.;
  • For products plated with yellow gold or rose gold, the plating is 2 microns. The commercial warranty does not cover the plating. The preservation of the plating depends on the way the jewelry is used and not on the authenticity of the material. Massive wear (24h/24h) will lead to the removal of the plating. The removal of the plating is not covered by the commercial warranty granted according to the current legislation OUG nr.140/28.12.2021.
  • Reimbursement cannot be requested for products that no longer correspond to the products delivered following the orders placed, being broken, damaged, bent, worn, with signs of use, oxidized, lost, negligently handled, etc.;
  • The commercial warranty does not cover normal wear, oxidation, and/or damages caused by loss, theft, improper use, accidents, negligent or malicious handling intentionally.
  • The commercial warranty does not cover damages caused by moisture, loss of plating, cleaning of the purchased jewelry leading to loss of the plating;
  • If a part of the jewelry (including, but not limited to stones, chains, clasps, etc.) falls off, it should be returned along with its parts, before any repair attempt. INDIRA does not take responsibility for missing parts or stones.
  • The commercial warranty does not cover: discoloration, color change of the product due to exposure to chemicals, makeup, pools, hot tubs, baths, chemical and toxic environments, moisture;
  • The commercial warranty does not cover scratches, bends, jewelry catches, damage in the claw area holding the stones, due to negligence or other damages;
  • The commercial warranty does not cover lost or stolen products;

REMEDIAL MEASURES IN CASE OF NON-CONFORMITY (art. 11 from OUG 140 / 28.12.2021)

If the jewelry cannot be repaired, we can replace the defective jewelry with a similar model, another model of the same value, or we can refund its value in store credits that can be used for purchasing another product. According to OUG 140 / 28.12.2021, the warranty consists of the free remedy of the deficiencies found in products within the warranty period and which are not attributable to the consumer. Consumer rights are in accordance with OUG 140 / 28.12.2021. Consumer rights are not affected by the warranty conditions provided in this Warranty Certificate.

REPAIR AND REPLACEMENT OF GOODS (art. 12 from OUG 140 / 28.12.2021)

If during the warranty period, a product presents a defect due to manufacturing: the clasp gets stuck, a stone falls, other defects (which are not due to improper use), it will be subject to expert evaluation and the defect will be remedied free of charge, according to paragraph (1) letter a.

The repair term will not exceed 15 calendar days from when the seller was informed by the consumer about the product's non-conformity.

The product sent for repair will be issued a repair and inspection form, highlighting the name of the repaired product, defect, solution, and warranty applied to the repair, the service exit date, and the service entry date.

Any repair brought to the product will have a 14-day warranty.

If the defect repeats within 14 days, the product will be subjected again to expert evaluation and problem remediation. If the product defect repeats after the warranty period granted to the repair, the product will no longer be subjected to expert evaluation, the defect being due to improper use and not a manufacturing or material defect.

RECOMMENDATIONS FOR USING INDIRA JEWELRY

For plated products, with yellow gold, white gold, rhodium, rose gold, greater care is recommended to maintain the color for a long time. The fading of the plating strictly depends on each usage, thus it is not recommended: using gold-plated jewelry in direct contact with water for extended periods, bringing the product into contact with destructive environments, dust, smoke, solvents, adhesives, acids, salts, etc.

Normal, natural wear of the plated product means color fading over time, or color fading in places, without causing deficiencies to the base material. Gold-plated products do not behave like products made from pure gold of 14k, 18k, or 24k. For gold-plated rings, they will discolor faster than gold-plated chains or gold-plated earrings.

According to law 449/2003, art.11 para.2, the buyer cannot request replacement of the jewelry due to stone falling. Any repair for products within the warranty term will be carried out free of charge or the product will be replaced, under the conditions of the revised OUG 140 / 28.12.2021, if it is confirmed that a material or workmanship defect was the cause of such deterioration, rather than improper use of the product by the buyer.