Warranty

Our warranty covers the following: loosening and loss of stones due to detachment, as well as cracks or breakage of the metal (unintentional).

Each necklace or bracelet crafted by our designers contains a high-quality stainless steel wire to maintain its shape. The warranty for these pieces covers internal wire breakage, crimp openings, clasp malfunctions, and the loss of stones due to detachment caused by any of the aforementioned issues.

The warranty covers total or partial damage due to poor factory packaging and/or packing, as well as the detachment of pieces in mosaic techniques.

Casa de Jade guarantees that all the silver used in our jewelry meets the legal requirements to be classified as 9.25 or Sterling.

This type of silver is sensitive to the customer’s pH, environmental salinity and humidity factors, as well as chemicals in creams and alcohol in perfumes.

Do not apply moisturizer or perfume directly onto the jewelry, and carefully clean your piece after each use with a silver polishing cloth to remove any external elements that could cause a chemical reaction leading to metal tarnishing.

Since every piece of jewelry deserves special care, we also recommend storing it in its original packaging to prevent damage.

Products such as bracelets, necklaces, and earrings made with leather, traditional Guatemalan fabric, latex, wood, ribbons, lace, resins, and any other elements, including metal (pewter), stainless steel, bronze, brass, and/or alternative design components.

All alternative materials are covered by a 6-month warranty for the following damages: internal thread breakage and loss of stones due to detachment.

We do not cover warranty claims for color changes in pewter, stainless steel, bronze, or brass.

The high hardness of Jadeite Jade provides a scratch-resistant gemstone surface against common objects. This is why working with jade and transforming it into a beautiful gem requires high-tech equipment such as lasers, high-pressure water, or industrial diamond tools.

However, if subjected to a strong impact or a hard fall, jade can fracture or break due to its crystalline structure. For this reason, we recommend handling it with the same care as any other precious stone.

Contact us via email at [email protected] and provide the following information:

• Customer name
• Invoice number
• 3 to 6 clear digital photos of the damaged piece
• A detailed description of what happened

This information can be submitted in Spanish, French, English, or Italian.

Casa del Jade is committed to contacting the customer within 48 hours to determine if the piece qualifies for international warranty coverage.

IMPORTANT: The piece will be repaired or replaced with an identical one.

To verify if your warranty is still valid, we will need the following information:

• Approximate purchase date
• Name of the person who made the purchase
• Store where the purchase was made

With this information, we can locate your invoice and determine if the piece qualifies for the international warranty coverage described above.

To process a return, you have a maximum of 30 days from the purchase date. The item must be in perfect condition, unused, and accompanied by its original packaging and invoice. Returns can be exchanged for another product or credited toward future purchases.

Note: Returns are not accepted for personalized items or products that are not part of our regular collection.

Please keep the original packaging and the warranty certificate along with your piece.

The warranty certificate includes the purchase date and invoice number, which we will need to process the exchange.

Gift items can only be exchanged for Casa del Jade products within 30 days of the original purchase date.

At Casa del Jade, we are happy to offer a repair service backed by a factory warranty. Contact us at [email protected] for more information.