Pruden and Smith
Our jewellery is made to last forever. That's why we offer a guarantee of up to 20 years and free re-polishes for all Pruden and Smith jewellery to keep your items looking their best.
To ensure that your item is covered by our guarantee, keep your receipt as proof of purchase, so that we can provide you with the best support in jewellery care.
Please note that we do not cover general wear and tear. For example, over the period of 19 years, a platinum item will wear thinner than initially bought – it's just like buying leather shoes and how they wear over time. This is considered natural wear and tear and is not covered by our guarantee. However, we will do what we can to ensure it lasts.
We do not do jewellery repairs, unless it is an item from Pruden and Smith.
Here's everything you need to know about our guarantee policy for our jewellery:
- 1-year guarantee for all strung and chain items
- 2-year guarantee for silver items
- 10-year guarantee for gold items
- 20-year guarantee for platinum items.
If your Pruden and Smith jewellery is within its guarantee period, we will repair or replace it free of charge – excluding accidental damage.
All items are eligible for one free sizing or fitting within three months of delivery. Proof of purchase is required.
For bespoke items (made through our design service as Customised, Recycle Your Old Jewellery, or Make Something Brand New)
Please be aware that bespoke or made to order items cannot be returned. However, we are happy to make alterations until you are satisfied with the result.
As the maker of your jewellery, we know how it is constructed and are best placed to keep it serviced.
Our tools and equipment, such as our new laser welder, enable us to target problem areas in a completed piece of jewellery more accurately than ever before. It also means your repair is carried out using higher-carat platinum and gold rather than "low melt metals". When you leave your Pruden and Smith jewellery with us, you can be assured of the utmost care, attention and respect for the item at all times.
We will give you honest advice and recommendations in the event of a resizing being necessary or accidental damage. Your repair will be checked in and photographed. Our expert repairer will fully examine your jewellery and recommend the work needed. This includes explaining any risks to your jewellery whilst undergoing repair or resizing (see below for a list of these).
If your jewellery is out of warranty or an insurance claim is to be made, you will be sent a quotation. In 2022, we changed to a full lifetime guarantee on all our jewellery, meaning that we will repair and recondition your Pruden and Smith Jewellery for free with proof of purchase.
We do not like to undertake any jewellery repair unless we are 100% confident that the work is economical to you and will stabilise the piece so it can be worn again. In cases where we feel this is impossible, we can remount your diamonds in a handmade replica of your original. We also offer a redesign service so that you can preserve and combine pieces of sentimental value into a new design. Please note the following cautions about jewellery repair after accidental damage and resizing.
We ask you to understand, appreciate and ultimately accept that your stone could be damaged during a repair or remaking process, with the worst-case scenario being a total loss of stone due to breakage. Even new gemstones can break whilst being set, especially emeralds and opals, which have a structure that makes them more susceptible to fracture than other gemstones. In case of such breakage, we cannot be held liable for replacing such. This is something to consider significantly should the stones be of substantial sentimental value.
Precious stones are particularly vulnerable in the case of some repairs, especially re-setting, re-clawing or re-tipping. In the cases of some softer stones, even cleaning can damage them. Aside from a total loss, stones can become chipped or grazed during the repair. In this case, we would always endeavour to re-polish the stone. Still, it must be fully understood that the stone could end up being smaller than it was supplied due to circumstances beyond our control during the re-cutting or polishing process. It is impossible to fill or add to a gemstone, so any damage must be removed.
We guarantee that goods are only handled by fully qualified personnel and, if transported off-site for work, are to be carried out by insured personnel – craftsmen and women with many years of experience undertake jewellery repairs. Still, it is essential that you, as a customer, are aware no repair is complete without risk. And, please remember that guidelines like this are not exclusive to jewellery repairs – any service that offers work to be done on customers' property will have a disclaimer, so the customer assumes the risk to their goods.