Warranty Information - My Identity Limited
At My Identity Limited, we are committed to the quality of our jewellery and offer a 3-month warranty for your peace of mind.
Warranty Coverage:
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Jewellery Purchased from Our Online Store:
Comes with a 3-month warranty from the date of purchase against defective products or manufacturing faults. Please note that your rights under the New Zealand Consumer Guarantees Act may extend beyond this period, depending on the nature of the product and the circumstances.
Conditions:
- The warranty only covers defective products or manufacturing faults.
- The warranty does not cover damage resulting from improper use, including pulling, catching, exposure to harsh chemicals, intentional damage, or abnormal wear.
- The warranty is void if there is visible damage indicating misuse. In cases where misuse is suspected, we may request evidence or perform an inspection to determine the cause of the defect before a decision is made.
- If the product has been resized or repaired by another jeweller, the warranty will also be void. However, your rights under the New Zealand Consumer Guarantees Act may still apply depending on the circumstances.
- We will NOT under any circumstances refund or replace ANY personalised engraved items.
Exclusions:
- We do not warranty against scratches or dents resulting from normal wear and tear. However, if you believe the issue is due to a manufacturing defect rather than regular use, please contact us to discuss a possible remedy under the New Zealand Consumer Guarantees Act.
- Plated coloured gold, rose gold or black jewellery over time is subject to change due to the acidity of the wearer's skin and exposure to products such as perfumes, moisturisers, tans, or cleaning products. Plating wear is not a manufacturing fault, as it depends on the wearer's environment.
- We do not warranty against theft, loss, or chemical exposure, including perfumes.
- Tarnishing or scratching of the tag or chain is not covered.
- Pulling or opening of any jump ring or tearing of any silicone is not covered.
- Leather medical IDs are not warrantied against water damage.
- The caduceus symbols and any paint inlay on our metal pieces are conditionally warrantied for three (3) months. Exposure to harsh chemicals, intentional damage, and/or abnormal wear will void your warranty.
How to Make a Warranty Claim:
To request a repair under warranty, contact us at hayley@myidentity.co.nz with your order number and photos of the item. We aim to make the claims process straightforward and will assess your claim promptly. If we determine the issue is due to misuse, we will provide an explanation. For other cases, we will guide you through the next steps, which may include sending the item back for further inspection.
Care Instructions:
Soak the jewellery in a bowl containing a mixture of mild soap and warm water and let it sit for a few minutes. Next, take a soft cloth and rub gently. For hard-to-reach areas, like grooves or engravings, you can use a soft-bristled brush. Thoroughly dry your jewellery with a lint-free cloth.
AVOID harsh chemicals including bleach, chlorine, and sulphur as these can damage the surface of metals. Remove any jewellery before swimming in a chlorinated pool.
Consumer Rights:
Our warranty is an additional benefit and does not limit your rights under the New Zealand Consumer Guarantees Act. Depending on the circumstances, you may be entitled to remedies such as repair, replacement, or refund even after the 3-month warranty period if the product does not meet the guarantees of acceptable quality, durability, or fitness for purpose.