What happens if a repair isn't successful or causes further issues?

If a jewellery repair has not resolved the original problem or appears to have caused further damage, stop wearing the item and contact us promptly. We will inspect the piece, record the condition in which it was returned, identify whether the issue relates to the repair, an underlying weakness or subsequent use, and explain the appropriate next step.

Do not try to correct the problem yourself. Further polishing, adhesive, bending, stone setting or adjustment can obscure the original fault and make an accurate assessment more difficult. Keep any loose stones, components or fragments safely and bring them with the jewellery. If a watch has stopped, is losing time or shows signs of moisture, avoid operating the controls and keep it away from water until it has been examined.

When you contact us, provide as much information as possible about what happened. Explain when the issue became apparent, whether the item was worn or involved in an impact, and which part of the repair appears unsuccessful. If practical, retain any packaging, paperwork or photographs relating to the original condition and repair. These details help us compare the expected result with the condition of the item after the work.

The assessment will normally consider:

• Whether the agreed repair has been completed and is performing as intended.
• Whether the reported problem is connected to the workmanship or materials used during the repair.
• Whether the jewellery had a pre-existing weakness, such as worn metal, a thin setting, a previous alteration or fatigue around a joint.
• Whether accidental damage, unsuitable wear, chemicals, heat, moisture or another event has affected the item since the repair.
• Whether the piece requires a different repair method to provide a suitable and durable result.

A repair can reveal damage that was not visible at the outset. For example, removing a worn setting may show that the surrounding metal is too thin to support a replacement stone, or opening a watch may reveal corrosion or damage unrelated to the original service. In other cases, a component may need to be remade rather than adjusted. We will explain these distinctions clearly rather than treating every later fault as either a repair failure or customer damage without examination.

Once the cause has been established, the available remedy will depend on the agreed scope of work, the condition of the jewellery and any applicable guarantee or aftercare terms. Where the issue results from the repair and corrective work is appropriate, we will discuss the proposed work with you before proceeding. This may involve redoing part of the repair, replacing a faulty component, strengthening the surrounding structure or carrying out further restoration. If additional work is necessary because of pre-existing damage or a change in the requested specification, we will explain any implications and obtain your approval before carrying it out.

If the repair cannot be completed safely or economically, we will outline the alternatives. These may include a more extensive restoration, remodelling the item, replacing an unsuitable component or returning the jewellery without further work. The safest option is not always to repeat the original repair, particularly where the metal, setting or mechanism is already significantly compromised.

Any applicable guarantee should be checked against its terms. Guarantees commonly relate to the workmanship or components included in the agreed repair and may not cover accidental damage, normal wear, misuse, loss of stones caused by a later impact, or faults arising from pre-existing deterioration. The precise position depends on the work undertaken and the documentation provided for your item. If you are unsure what applies, ask us to review the repair details with you.

For repairs supplied to a consumer, services must generally be carried out with reasonable care and skill under the Consumer Rights Act 2015. If a service does not meet that standard, possible remedies can depend on the circumstances and may include repeat performance or a price reduction. This is general information rather than a determination of liability; an inspection is needed to establish what happened in an individual case.

Do not send the item to another repairer or authorise further work before giving us the opportunity to inspect it, unless immediate action is required to prevent loss or further damage. If another jeweller or specialist has already examined or altered it, tell us exactly what was done and provide any written findings. Where a loss may be covered by insurance, notify the insurer and follow its requirements, as some policies require approval before repair work begins.

Our priority is to establish the facts, protect the jewellery from additional damage and agree a proportionate solution with you. If you are concerned about a repair, contact us as soon as possible so the item can be assessed before the condition changes.