Damage, Wear & Tear Policy

At Blancaneza, every jewelry piece is carefully inspected and securely packaged prior to dispatch to ensure it reaches you in perfect condition.

This policy outlines how to report damage, what is covered, and what is not covered, in accordance with applicable UAE consumer protection regulations.

By completing a purchase with Blancaneza, you acknowledge and agree to the terms below.


1. Reporting Damaged Items

If your item appears damaged upon delivery, you must notify us promptly.

Timeframe to Report:

You are required to contact us within 24 hours of receiving your order to allow proper investigation. Claims reported after this period may not be accepted, as the condition of the item can no longer be reliably assessed as delivery-related.

How to Report:

Please contact us via WhatsApp or email and provide:

  • Order number
  • Clear photos and videos showing:
    • The damaged item
    • Outer packaging
    • Inner packaging

Important:

Claims submitted without sufficient visual evidence will not be processed.

Claims submitted days or months after delivery will not be considered as delivery-related damage and will generally fall under wear & tear or external factors, unless clear and verifiable manufacturing defect evidence is provided.


2. Resolution Process

Once your claim is reviewed:

  • If approved, Blancaneza will offer a replacement of the same or similar item, subject to availability.
  • If a replacement is not possible, the resolution will be provided in accordance with UAE consumer protection regulations.

Blancaneza does not offer refunds as a standard resolution.

Claims with unclear, inconsistent, or insufficient evidence may be declined.


3. Misuse of Jewelry – Non-Covered Situations

Our jewelry is designed for careful everyday wear. Damage caused by misuse, negligence, or improper handling is not covered.

This includes, but is not limited to:

Improper Handling or Impact

  • Dropping or hitting the jewelry
  • Bending or forcing rings
  • Any physical impact affecting the setting or structure

Exposure to Harsh Elements

  • Chemicals, perfumes, cleaning agents
  • Chlorine, salt water, or humidity exposure

Incorrect Usage

  • Wearing during sports, gym, swimming, or heavy activity
  • Forcing tight rings on/off

Improper Storage

  • Storing items loosely with other jewelry
  • Not keeping pieces in a safe, dry place


4. Normal Wear & Tear

Jewelry is subject to natural wear over time.

The following are not considered manufacturing defects:

  • Tarnishing or fading of sterling silver or plated items
  • Scratches, dents, or general wear
  • Gradual loosening of stones due to usage

Blancaneza uses traditional prong settings (not glue), in line with standard jewelry practices. With regular wear, impact, or pressure, stones may loosen or fall over time.

Any claim involving a lost stone after use will be assessed based on evidence of impact, pressure, or wear, and will not be considered a manufacturing defect unless clearly proven otherwise.


5. No Lifetime Guarantee

Blancaneza does not offer a lifetime guarantee.

Customers are responsible for proper care and maintenance to preserve the longevity of their jewelry.


6. Assessment & Final Decision

All claims are carefully reviewed based on the evidence provided.

Blancaneza reserves the right to determine whether damage is due to a manufacturing defect or external factors, in accordance with UAE consumer protection laws.

Claims that do not meet the outlined conditions may be declined.


7. Summary

  • Report damage as soon as possible (preferably within 24 hours)
  • Provide clear photo and video evidence
  • Approved claims are resolved primarily through replacement
  • Misuse and normal wear & tear are not covered
  • No lifetime guarantee applies
  • All resolutions follow UAE consumer protection regulations