Jewellery Repair Policy

Jewellery Repair Policy

At Hansuli, we believe jewellery carries memories, traditions, and stories. With proper care, your jewellery can continue to be cherished for generations.

Our Repair Service is designed to help customers restore and maintain their Hansuli jewellery while ensuring that every piece is handled with care by our team.

Hansuli may provide repair and restoration services for eligible jewellery purchased from Hansuli.

Depending on the condition of the jewellery, repair services may include:

• Chain repair
• Soldering
• Hook or clasp replacement
• Ring repair
• Earring repair
• Broken or loose component repair
• Stone/bead replacement
• Stone setting
• Jump-ring replacement
• Ear wire replacement
• Minor structural repairs
• Resizing
• Polishing
• Cleaning
• Oxidisation restoration
• Re-plating, where applicable
• Restoration of traditional jewellery components
• Other repair services as technically feasible

The availability of a particular repair service depends on the condition, design, material, construction, and age of the jewellery.

Customers may request repair for:

A. Hansuli Jewellery

Jewellery purchased from Hansuli may be eligible for repair subject to inspection.

B. Jewellery Not Purchased from Hansuli

Hansuli may, at its discretion, accept jewellery purchased elsewhere for repair.

Such repairs will be assessed individually and may be accepted or declined depending on:

• Material
• Purity
• Construction
• Design
• Condition
• Repair complexity
• Availability of components
• Safety and technical feasibility

Acceptance of an outside jewellery item for repair does not mean that Hansuli guarantees successful restoration.

Every jewellery item submitted for repair will be inspected by our team before work begins.

The assessment may include:

• Metal condition
• Structural strength
• Existing cracks
• Previous repairs
• Stone condition
• Clasp condition
• Solder joints
• Plating/oxidisation
• Missing components
• Wear and tear
• Overall durability

The final repair cost and feasibility will be determined after inspection.

Where applicable, Hansuli will provide an estimated repair cost before commencing major repair work.

The estimate may include:

• Labour charges
• Material charges
• Replacement components
• Stone charges
• Silver/gold charges
• Plating charges
• Polishing charges
• Shipping charges
• Applicable taxes

The final amount may differ from the initial estimate if additional damage or repair requirements are discovered during the repair process.

Where the additional cost is significant, Hansuli may seek customer approval before proceeding.

Certain minor repairs may be completed at a nominal charge or, at Hansuli’s discretion, without a repair fee.

Examples may include:

• Minor tightening
• Minor clasp adjustment
• Basic cleaning
• Minor hook adjustment

Free or discounted repair services, where offered, are goodwill services and do not create a permanent warranty or entitlement to free future repairs.

Major repairs may attract applicable charges.

These may include:

• Rebuilding severely damaged jewellery
• Replacing significant portions of jewellery
• Replacing stones
• Replacing silver components
• Major soldering
• Extensive resizing
• Re-plating
• Restoration of heavily damaged traditional jewellery
• Repair of jewellery that has undergone previous unauthorised modifications

The customer will be informed of applicable charges wherever reasonably possible before major work begins.

Jewellery that is severely damaged, brittle, cracked, extremely thin, heavily worn, or structurally weak may carry a higher risk of further damage during repair.

In such cases, Hansuli may:

1. Recommend against repair; 2. Recommend partial restoration; 3. Recommend replacement of certain components; 4. Recommend remaking the jewellery; or 5. Ask the customer to acknowledge the repair risk before proceeding.

Hansuli reserves the right to refuse a repair where the jewellery cannot reasonably or safely be repaired.

Jewellery repair involves heat, pressure, tools, chemicals, polishing, soldering, stone setting, or other processes depending on the nature of the repair.

While Hansuli takes reasonable care, certain risks may exist, particularly with old, fragile, previously repaired, plated, hollow, thin, antique, or heavily worn jewellery.

Potential risks may include:

• Change in surface finish
• Minor change in shape
• Loss of existing plating
• Change in oxidised finish
• Removal of surface scratches
• Slight variation in colour
• Weakening of already damaged areas
• Damage to fragile stones
• Loosening of previously damaged settings
• Discovery of hidden damage

By approving repair after being informed of such risks, the customer acknowledges the nature of the repair process.

If a jewellery item contains stones, beads, pearls, enamel, glass, or other decorative components, Hansuli will assess their condition before repair wherever reasonably possible.

Old, damaged, loose, cracked, treated, or fragile components may carry a higher risk during repair.

If replacement is required, Hansuli may use an available component of similar or suitable specifications.

Where an exact matching stone, bead, pearl, or component is unavailable, the customer will be informed where reasonably possible.

Plating and oxidised finishes are surface treatments and naturally wear over time.

Repair, polishing, rubbing, exposure to chemicals, or regular use may affect such finishes.

After repair:

• Plating may need to be reapplied.
• Oxidisation may need to be restored.
• The appearance may differ slightly from the original finish.

Applicable charges may apply for re-plating or re-finishing.

Polishing can improve the appearance of jewellery but may remove a very small amount of surface material.

Customers should understand that repeated or aggressive polishing may gradually alter:

• Surface texture
• Engraving
• Sharp design details
• Antique/oxidised appearance
• Fine decorative elements

Hansuli may recommend gentle cleaning instead of extensive polishing for heritage or highly detailed jewellery.

Ring, bangle, bracelet, and other jewellery resizing is subject to technical feasibility.

Not every design can be resized safely.

Resizing may not be possible for:

• Certain intricate designs
• Fully stone-set jewellery
• Hollow jewellery
• Certain traditional designs
• Extremely thin jewellery
• Jewellery with structural damage

Resizing charges may apply.

Once a customer-approved resizing has been completed, the jewellery may not be eligible for exchange solely because the customer later prefers a different size.

Hansuli specialises in traditional and handcrafted jewellery.

Handcrafted and heritage-inspired jewellery may contain intricate details, handmade components, textured surfaces, or traditional construction methods.

During restoration, it may not always be possible to reproduce every original detail exactly.

Minor differences in:

• Texture
• Shape
• Finish
• Oxidisation
• Solder marks
• Surface appearance

may occur after repair.

Such differences may be considered part of the restoration process where the original condition cannot be perfectly replicated.

Hansuli may accept non-Hansuli jewellery for repair as a paid service.

However, Hansuli does not guarantee:

• Original purity
• Authenticity
• Previous workmanship
• Structural integrity
• Compatibility of replacement parts
• Availability of exact components

Any repair undertaken on third-party jewellery will be subject to inspection and acceptance by Hansuli.

Jewellery that has previously been repaired, modified, resized, soldered, plated, engraved, or altered by another jeweller may have an increased repair risk.

Hansuli shall not be responsible for defects or weaknesses arising from previous workmanship that were not performed by Hansuli.

If previous repair work affects the feasibility of a new repair, Hansuli may recommend rebuilding or replacement instead.

Repair timelines depend on:

• Type of repair
• Availability of materials
• Availability of stones/components
• Workload
• Customisation
• Complexity of the jewellery
• Shipping requirements

Customers will be given an estimated completion period where reasonably possible.

The estimated timeline is not a guaranteed deadline unless expressly confirmed by Hansuli in writing.

Urgent repairs may be requested, but Hansuli cannot guarantee same-day or priority repair.

Where an urgent repair is possible, additional charges may apply.

For major repairs, Hansuli may require customer approval before beginning work.

Approval may be provided through:

• Written confirmation
• WhatsApp confirmation
• Email
• SMS
• Other recorded communication

Once repair work has commenced based on customer approval, cancellation may not be possible.

Customers must collect repaired jewellery within the period communicated by Hansuli.

If jewellery remains uncollected for an extended period despite reasonable attempts to contact the customer, Hansuli may take appropriate action in accordance with applicable law and the terms communicated at the time of submission.

Customers should keep their repair receipt/job card until the jewellery has been collected.

When jewellery is submitted for repair, customers may receive a repair receipt or job card containing information such as:

• Customer name
• Contact number
• Jewellery description
• Number of pieces
• Approximate condition
• Repair requested
• Estimated charges
• Submission date
• Expected completion date

Customers should retain this document until collection.

Hansuli may request reasonable proof of ownership or purchase before releasing repaired jewellery.

For valuable or high-value jewellery, additional verification may be required.

Hansuli reserves the right to withhold delivery where there is a genuine concern regarding ownership, identity, fraud, or unauthorised collection, subject to applicable law.

At the time of collection, customers should inspect the repaired jewellery.

Customers are encouraged to verify:

• Design
• Size
• Components
• Stones
• Finish
• Overall condition

Any concern should be immediately communicated to Hansuli.

Repair charges must be paid according to the invoice or estimate provided by Hansuli.

Depending on the nature of the repair, Hansuli may require:

• Full payment in advance
• Partial advance
• Payment upon completion

For special-order components or expensive repairs, an advance may be mandatory.

Submitting jewellery for repair does not automatically create a right to exchange, refund, replacement, or monetary compensation.

If a customer believes that the jewellery has a manufacturing defect, the customer should inform Hansuli before authorising a paid repair.

Unauthorised third-party repairs may affect Hansuli’s ability to assess a potential manufacturing defect.

Where Hansuli provides a repair warranty, it shall apply only to the specific repair work performed.

A repair warranty does not cover:

• Normal wear and tear
• Accidental damage
• Improper handling
• Chemical damage
• Tarnishing
• Loss of jewellery
• Damage caused by third-party repair
• Damage caused by impact
• Damage to unrelated components
• Changes caused by normal use

The applicable repair warranty period, if any, shall be communicated at the time of repair.

Repairing a broken or damaged jewellery item does not guarantee that the jewellery will never break again.

Jewellery that has experienced significant damage may have compromised structural strength.

Hansuli may recommend replacing or rebuilding severely damaged jewellery rather than repeatedly repairing it.

If a customer supplies a stone, bead, component, or other material for use in a repair, Hansuli shall not be responsible for the inherent quality, authenticity, durability, or pre-existing condition of that customer-supplied material.

The customer may be required to acknowledge this before repair.

If a loose, damaged, or fragile component is found during inspection, the customer may be informed that replacement is recommended.

Where a component is already missing or damaged at the time of submission, Hansuli shall not be responsible for its condition.

Hansuli will take reasonable care while handling customer jewellery.

Customers sending jewellery to Hansuli for repair are responsible for secure packaging and dispatch unless Hansuli has provided an authorised shipping arrangement.

Customers should:

• Use secure packaging
• Properly seal the package
• Insure valuable jewellery where appropriate
• Retain the tracking number
• Share shipment details with Hansuli

Hansuli is not responsible for loss or damage occurring before the jewellery reaches Hansuli where the shipment was arranged independently by the customer.

Where Hansuli ships repaired jewellery back to the customer, applicable shipping charges may be payable by the customer unless otherwise communicated.

The customer is responsible for ensuring that the delivery address and contact details are correct.

A repair request may be cancelled before work begins, subject to any non-refundable costs already incurred.

Once customised components have been ordered or repair work has commenced, cancellation may not be possible.

Hansuli reserves the right to refuse repair of jewellery where:

• The item is unsafe to repair
• The material is unknown or unsuitable
• The jewellery is excessively fragile
• The repair is technically impractical
• Replacement parts are unavailable
• The item has severe structural damage
• The requested repair may compromise the jewellery
• The repair may result in an unreasonable risk of damage

Where possible, Hansuli will explain the reason for refusal and may recommend an alternative solution.

Antique, vintage, heirloom, or heritage jewellery requires special care.

Restoration may change the appearance of an old piece.

Hansuli may recommend minimal intervention where preserving the original character of the jewellery is more appropriate than making it appear new.

No guarantee is made that antique or heritage jewellery can be restored to its original condition.

By submitting jewellery for repair and approving the repair work, the customer acknowledges that:

1. The jewellery may undergo physical and chemical processes. 2. The appearance may change slightly. 3. Existing weaknesses may become apparent during repair. 4. Additional repair requirements may be identified. 5. Repair charges may apply. 6. Some repairs may not be reversible. 7. Hansuli will exercise reasonable care during the repair process.

The final repair invoice shall reflect the actual work and materials used, subject to the applicable estimate and any additional work approved by the customer.

Applicable taxes shall be charged as required by law.

For repair enquiries, customers should contact Hansuli through its official channels.

Please provide:

• Customer name
• Contact number
• Invoice/order number, if available
• Jewellery photographs
• Description of the damage
• Purchase date, if known

Our team will advise whether the item needs to be physically inspected.

Repairing jewellery is a skilled process, not merely a replacement of a broken part.

The final repair method depends on the jewellery’s material, construction, age, condition, and design.

Hansuli will always endeavour to preserve the original character and beauty of the jewellery while restoring its usability wherever technically possible.

HANSULI CARES FOR YOUR THAATI

Your Hansuli jewellery is not simply an ornament. It carries the warmth of tradition, the craft of the hands that made it, and the stories that travel from one generation to another.

We encourage you to repair, restore, and care for your jewellery rather than letting a damaged piece lose its place in your family’s story.

Hansuli – Devbhoomi Ki Thaati

Terms may be updated from time to time in accordance with applicable laws and Hansuli’s service practices.