Choosing the right diamond is a very exciting and memorable experience. And we’re committed to doing everything we can to help you make your decision with total confidence.
That’s why we created the industry’s most comprehensive purchase protection, including our 30-day return policy. We’re here to make sure you’re completely satisfied with your purchase – now and in the future.
At Spence, we stand behind your diamond with the renowned Spence Guarantee. A guarantee with the clarity and durability of the diamond you’ve purchased.
Ring Size Adjustment
We will gladly adjust the size of your original Spence diamond ring, free of charge, on any one occasion, within one year of the date of purchase. For online orders only, please contact our Online Customer Care Center to make arrangements to do so.
Spence rings are handcrafted by our master jewelers. We will guarantee your ring mount against any defects in material and workmanship for one year of the date of purchase. If any defects are found during this period, we will be glad to provide all necessary repairs free of charge. For online orders only, please contact our Online Customer Care Center for further information.
Spence warrants your Spence jewellery against defects in materials and workmanship under normal use for ONE (1) YEAR from your date of purchase (“Warranty Period”) by the original purchaser subject to the following terms (“Warranty”). If any defects are found during the Warranty Period, Spence will provide all necessary repairs free of charge. The following are not considered a defect and as such are excluded from free repairs: rhodium plating, soldering, chain soldering, special finish requests, re-casting, any loss of brilliance, and, in the case of earrings, earring back replacements due to loss.
The Warranty does not cover your Spence jewellery where the defect:
(a) is caused by normal wear and tear or is otherwise due to normal aging arising from use;
(b) is attributable in whole or in part to use of the Spence jewellery outside of the intended uses prescribed by Spence;
(c) is attributable to repair, service, or alteration performed by anyone other than a Spence representative;
(d) is attributable to accident, abuse, misuse, mishandling, and contact with chemicals, fire, earthquake or other external causes;
(e) relates to rhodium plating on 14kt white gold jewellery (14kt white gold jewellery is rhodium plated to enhance its appearance and this plating is not permanent and will require further plating to maintain the enhanced appearance); and
(f) relates to loss of brilliance of a diamond (diamonds must be kept clean to assure their most brilliant performance and lotions, powders, soaps and even skin oils will cover a diamond in film and will reduce its brilliance).
If your Spence jewellery fails because of a defect during normal use during the Warranty Period and a valid claim is received by a Spence retail store within the Warranty Period, Spence shall repair your Spence jewellery at no charge.
If your Spence jewellery is returned for repair within the Warranty Period, only the remaining term of the Warranty Period will continue to apply ( e.g. if your jewellery is purchased under a 12 month limited warranty and returned for repair after 11 months from the date of purchase, once the repaired Spence jewellery is returned to you, the remaining warranty term will be only 1 month and any other repairs after this remaining term of one (1) month will be outside the original Warranty Period, and will be charged accordingly). No Spence employee, representative or agent is authorized to modify, extend or add to the Warranty Period.
Only a Spence Studio Representative may inspect a defect with your Spence jewellery, determine the nature of the defect, and decide whether the claim is a valid claim under the Warranty. If repair is necessary, Spence will send your Spence jewellery to a Spence studio for repair. Repair is only available in Canada.
As provided above, repairs under Warranty are at no charge. The Warranty does not cover any other charges, costs, expenses, taxes and duties that you may incur to obtain repair of your Spence jewellery under the Warranty Period, including, without limitation, shipping charges, customs duties and value added tax.
If you have a valid claim under the Warranty from a jurisdiction that is not the jurisdiction of original purchase of your Spence jewellery, Spence will not be responsible for any import and export laws and regulations.
If for any reason you are not completely satisfied with your purchase from Spence, simply contact our Online Customer Care Center for online orders only to arrange to have your purchase sent back in its unaltered, original condition with the original paperwork and receipt within 30 days of the order date, and Spence will gladly refund your money. Returns on Made to Order rings are subject to a one hundred dollar (CAD $100.00) design cancellation fee.
Sorry, special orders may not be returned in any circumstance. Since special orders can only be placed via a Spence Customer Service Representative directly, we will inform you if an item cannot be returned, before going ahead with your order.
Special order jewellery are products not manufactured by Spence and will not be covered by the Spence Guarantee and the terms of the Warranty. Instead they are subject to terms and conditions outlined in their special order form. For example, special order wedding bands cannot be re-sized free of charge and are subject to an exchange fee that will be outlined in their special order form.
VOIDING OF WARRANTY AND EXCLUSION AND LIMITATION
The Warranty is voided if:
(a) the Spence product identification, including trademark, trade name or logo, is altered, defaced or removed from your Spence jewellery;
(b) your Spence jewellery is not maintained in accordance with the jewellery care guide available at www.spencediamonds.com related to your Spence jewellery;
(c) the Warranty procedures of Spence in place at the time of the valid claim are not observed and followed, including your providing satisfactory proof of original purchase of your Spence jewellery and other information as may be requested by Spence; and
(d) the original warranty certificate, with an up-to-date inspection record, is not provided to Spence with your Spence jewellery or if this certificate has been altered in any way.
EXCLUSION AND LIMITATIONS
Except as expressly provided in the Warranty, Spence excludes all express or implied warranties, conditions, terms and obligations, whether oral, written, statutory or otherwise, including, without limitation, those concerning the quality of your Spence jewellery, merchantability or fitness for any particular purpose, and with regards to hidden or latent defects.
Neither Spence nor its parent, subsidiaries, or affiliates nor any of their respective employees, representatives, agents, contractors, directors, officers, shareholders, successors or assigns shall be liable for any damages of any kind whatsoever, whether in contract or in tort, including, without limitation, direct, indirect, special, incidental, punitive, or consequential damages, incurred or suffered by any person relating to any defect, damage, or repair of your Spence jewellery or its loss of use.
The liability of Spence under the Warranty shall be limited to repair of your Spence jewellery as noted in this Warranty. Maximum liability for Spence will not exceed the purchase price of your Spence jewellery.