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, lifetime loss protection and lifetime trade-up allowance. 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.
LIFETIME PROTECTION AGAINST LOSS
If your original diamond (0.18 carat to 2.10 carat) chips, cracks or separates from its original Spence ring mounting, and your ring is in good condition in the opinion of Spence and you have brought in your ring for inspection every calendar year to quality for this benefit, Spence will replace your lost diamond free of charge once during the life of your Spence ring.
Again, this benefit applies on the condition that you have brought your ring in to any Spence location for inspection by a Spence representative every calendar year to qualify. All repairs recommended as a result of these inspections must be completed by our Spence Studio to maintain this benefit. Special order diamonds are excluded from this replacement benefit.
Although diamonds are the hardest substance known to man, they can still chip and crack if subjected to a sharp blow. Care should be taken when performing any physical tasks while wearing your Spence jewellery. Diamonds under 0.18ct are covered against loss or chipping for one year from the date of purchase if your Spence jewellery is in good condition in the opinion of Spence. Spence will replace a lost or chipped diamond with a new diamond that is the closest match in carat weight, colour, cut and clarity to the original diamond. You will have the option to choose a different diamond from the Spence inventory that has equal value as the price paid for the original diamond or cover the difference in price if a diamond of higher value than the original purchase price is selected. No refunds will be made on a replacement diamond that is lower in value than the original diamond.
LIFETIME TRADE-UP ALLOWANCE
At any time, your original Spence center diamond can be fully credited towards a new piece of Spence jewellery, provided the new jewellery has a value at least fifty percent (50%) greater than your original Spence jewellery purchase price. Trade-ins cannot be accepted on a used setting or mounting. Simply return your diamond in its original condition to Spence, with the original sales receipt, guarantee and diamond certificate.
CHANGE YOUR STYLE OF MOUNTING
You may change the style of your solitaire diamond ring for another style of equal value, free of charge, within one full year of the date of purchase. Please visit your Spence location or contact our Online Customer Care Center for online orders to make arrangements to do so.
CLEANING AND EXAMINATION OF CLAWS
Spence will professionally clean and examine your original Spence jewellery, free of charge, anytime you visit one of our stores.
RING SIZE ADJUSTMENT
Spence 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. Please visit your Spence location or contact our Online Customer Care Center for online orders to make arrangements to do so.
Spence rings are handcrafted by our master jewellers. We will guarantee your ring mount against any defects in material and workmanship for one (1) year from the date of purchase. If any defects are found during this period, we will be glad to provide all necessary repairs free of charge. Please visit your Spence location or contact our Online Customer Care Center for online orders 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 visit your Spence location or 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.
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 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.