Western Care

Your first year, covered

The 1-Year Western Care Warranty is our free, included 12-month warranty and care program for new jewelry purchased directly from Western Jeweller’s through our official selling channels, including international orders. Coverage lasts 12 months from delivery or collection, for each purchased piece. Keep your receipt or order number; registration is not required. Gift recipients can use the original proof of purchase.

Included with Western Care during your first year

Cleaning and inspection: Unlimited and free during the 12-month warranty.
Professional polishing: 1 service during the 12-month warranty; appropriate to the finish.
Broken-chain repair or replacement: If the chain supplied with your piece breaks within the first 12 months, we will repair or replace it free of charge. One chain repair or replacement service is included per purchased piece during the original 12-month term.
Colour restoration: If your jewellery’s colour fades within the first 12 months, we will restore its original finish with free replating, including rhodium plating where appropriate.
Stone tightening: 1 service during the 12-month warranty.
Stone resetting: 1 service during the 12-month warranty; prongs must be undamaged and the customer must supply the retained stone.
Clasp replacement: 1 replacement during the 12-month warranty.
Ring reshaping: 1 service during the 12-month warranty.
Earring-post replacement: 1 replacement during the 12-month warranty if the post becomes bent or damaged. The post is the long metal pin that passes through the ear.
Earring-backing replacement: 1 replacement service during the 12-month warranty.

Separate allowances: Each listed one-time service has its own allowance per purchased piece during the original 12-month term. Using one service does not use up any other service. Cleaning and inspection are unlimited during that term.

Services at 50% off during your first year

Lost-stone replacement (stone recovery).
Prong rebuilding.
Rhodium plating requested for reasons other than colour fading. Replating to restore colour that fades within the first 12 months is free under the colour-restoration benefit.
Second and subsequent uses of a service after its free allowance has been used.

The discount is 50% off our regular service price. We assess the item and provide a quote before carrying out paid work. No paid work proceeds without your approval.

Manufacturing defects and included care

We cover manufacturing defects in materials or workmanship under normal use throughout the full one-year warranty, including a faulty clasp, an improperly made solder joint, or a defective stone setting. The care services listed here are included during the same one-year term. Each service has its own allowance. A manufacturing-defect claim is assessed separately from a used care-service allowance.

Stone services

Stone tightening and resetting each have one separate service allowance during the 12-month term. Resetting requires undamaged prongs and the original stone supplied by the customer. Lost stones are not replaced free of charge. Lost-stone replacement (stone recovery) is available at 50% off our regular price during the one-year term. Repairing or rebuilding damaged prongs is outside this resetting benefit; any manufacturing-defect claim is assessed separately.

Ring reshaping

Ring reshaping means restoring a bent or out-of-round ring toward its original shape, where the design and condition allow safe reshaping after inspection. It does not include changing the ring size, rebuilding a cracked shank, or replacing missing metal. One ring-reshaping service is included during the 12-month warranty.

What is outside Western Care

Lost-stone replacement is not a free benefit under this voluntary program. Loss or theft of jewelry is not covered. Ring resizing, chain shortening or lengthening, replating for reasons other than colour fading, and structural rebuilding are not included free care services. The services expressly listed above for a 50% discount remain eligible for that discount during the one-year term. Damage caused by snagging, impact, crushing, stretching, misuse, or chemicals is not a manufacturing defect. Ordinary scratches, tarnish, and gradual plating wear are not manufacturing defects. Colour fading and chain breakage within the first 12 months remain eligible for the free colour-restoration and broken-chain repair or replacement benefits described above. These exclusions do not cancel the cleaning, polishing, broken-chain repair or replacement, colour restoration, clasp replacement, ring reshaping, earring-post replacement, or earring-backing replacement benefits expressly listed here. Damage caused by another repairer is excluded, but unrelated defects remain eligible.

How we put it right

For a confirmed covered defect, we will repair the affected jewelry at no charge. If a suitable repair is not possible, we will replace it with the same item where available, offer an equivalent with your agreement, or refund the amount paid for the affected item plus applicable tax. We will not require you to accept a different design or store credit. We explain the proposed solution before proceeding. The repair or replacement is covered for the remainder of the original term or 90 days from its return to you, whichever is longer. This is a remedy for a covered defect, not an automatic whole-piece replacement entitlement.

Start a claim

Email western.jewellers20@gmail.com with your name, order number or other proof of purchase, the affected item, a description of the issue, and clear photos if possible. Stop wearing an item with a loose stone, open link, or faulty clasp. Contact us before mailing jewelry so we can provide instructions and the return address. A stone certificate is not required to request service.

Shipping and service charges

For a manufacturing-defect claim our initial review indicates may be covered, we arrange prepaid tracked return shipping within Canada and cover shipment back to you. If inspection identifies an excluded issue, we explain the finding before offering paid work; return without repair remains free when we supplied the warranty label. For covered manufacturing defects throughout the full one-year warranty, Western Jeweller’s pays shipping both ways within Canada. Customers outside Canada remain fully eligible for Western Care. Contact us before sending an international warranty claim so we can provide return instructions and confirm any shipping, customs, duties, taxes, or brokerage arrangements that may apply.

For routine care and other included care services, including cleaning, polishing, colour restoration, broken-chain repair or replacement and the listed one-time care benefits, customers arrange and pay for shipping to us and shipping back, or arrange their own drop-off and collection. Contact us first to arrange service and receive the address and instructions. These shipping terms also apply to discounted services, except where applicable law requires otherwise. We do not charge for unapproved work.

After the first year

The included care allowances and 50% service discounts end after the original one-year term. After that term, contact us for an assessment and a written repair quote. Expiry of the voluntary warranty does not mean that all consumer rights have expired.

Your consumer rights

Western Care is additional to applicable statutory warranties, guarantees, and remedies. Nothing here excludes, restricts, or replaces rights that cannot lawfully be excluded. Those rights are assessed separately from the 12-month voluntary warranty and care-service allowances. Earlier promises made for your purchase continue to apply.