Damage, Wear & Tear Policy

At BLANCANEZA, every jewellery piece is carefully inspected, quality checked, and securely packaged before dispatch to ensure it reaches you in excellent condition.

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

By completing a purchase, the customer acknowledges and agrees to the terms outlined below.

1. Reporting Damaged Items

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

Timeframe to Report

Please contact us within 24 hours of receiving your order.

Claims reported after this period may be declined where it is no longer reasonably possible to determine whether the damage occurred during delivery or after the item came into the customer's possession.

How to Report

Please contact us via WhatsApp or email and provide:

  • Order number

  • Clear photos and videos showing:

    • The damaged item

    • The outer packaging

    • The inner packaging

Important

Claims submitted without sufficient visual evidence cannot be properly assessed and will not be processed.

Claims submitted days or months after delivery will generally not be considered delivery-related damage and will instead be assessed as normal wear and tear, accidental damage, or external factors, unless clear and verifiable evidence demonstrates that a manufacturing defect existed at the time of delivery.

2. Manufacturing Defects

A manufacturing defect refers to a flaw resulting directly from the production or craftsmanship of the jewellery that was present at the time the item was delivered.

Manufacturing defects do not include:

  • Normal wear and tear

  • Tarnishing or oxidation

  • Rhodium or white gold plating wear

  • Scratches, dents, or surface marks

  • Accidental damage

  • Impact damage

  • Damage caused by pressure or improper handling

  • Stone loosening or loss occurring after use

  • Damage resulting from improper storage or jewellery care

  • Damage caused by chemicals, moisture, humidity, perfumes, lotions, chlorine, saltwater, or similar environmental factors

Each claim will be assessed individually based on the available evidence.

3. Resolution Process

Once your claim has been reviewed:

  • If approved, Blancaneza will provide a replacement of the same item or, where unavailable, a similar item of comparable value.

  • If a replacement is not reasonably possible, the resolution will be provided in accordance with applicable UAE consumer protection regulations.

Blancaneza does not offer refunds as its standard resolution.

Claims supported by unclear, inconsistent, or insufficient evidence may be declined.

Where necessary, Blancaneza may request that the item be returned for physical inspection before a final assessment is made.

4. Misuse of Jewellery – Non-Covered Situations

Our jewellery is designed for careful everyday wear when handled responsibly and maintained in accordance with our Jewellery Care Guide.

Damage resulting from misuse, negligence, accidental events, or improper handling is not covered.

This includes, but is not limited to:

Improper Handling or Impact

  • Dropping the jewellery

  • Hitting jewellery against hard surfaces

  • Bending or forcing rings

  • Pulling chains or bracelets

  • Any physical impact affecting the structure or stone setting

Exposure to Harsh Elements

  • Perfumes

  • Lotions

  • Cleaning products

  • Chemicals

  • Chlorine

  • Saltwater

  • Excessive moisture or humidity

Incorrect Usage

  • Wearing jewellery during sports

  • Gym or weightlifting

  • Swimming

  • Sleeping

  • Heavy manual work

  • High-impact activities

Improper Storage

  • Storing jewellery loosely with other jewellery

  • Exposure to excessive humidity

  • Failure to store jewellery in a clean, dry place

5. Normal Wear & Tear

Jewellery naturally changes over time through normal use and exposure to everyday environmental conditions.

The following are considered normal characteristics of sterling silver and plated jewellery and are not manufacturing defects:

  • Tarnishing or oxidation of sterling silver

  • Natural darkening of the metal over time

  • Gradual wear of rhodium or white gold plating

  • Minor scratches, dents, or surface marks from normal use

  • Gradual loosening of stone settings due to everyday wear

  • Stone loss occurring after use where impact, accidental knocks, snagging, pressure, friction, or external force may have contributed

Blancaneza uses traditional prong settings consistent with fine jewellery standards. While secure under normal wear, prong-set stones may gradually loosen over time due to accidental impact, friction, pressure, or regular use.

Any claim involving stone movement or stone loss will be carefully assessed based on the evidence provided, the condition of the jewellery, and the circumstances of use. Such cases will not be considered manufacturing defects unless clear evidence demonstrates that the defect existed at the time of delivery.

6. No Lifetime Guarantee

Blancaneza does not provide a lifetime guarantee.

Customers are responsible for following the recommended care instructions and performing routine maintenance to preserve the appearance and longevity of their jewellery.

7. Assessment & Final Decision

Every claim is individually reviewed based on:

  • The evidence provided

  • The condition of the returned item (where applicable)

  • The nature of the reported issue

  • Reasonable assessment of how the damage occurred

Blancaneza reserves the right to determine whether a claim relates to a manufacturing defect or to external factors, in accordance with applicable UAE consumer protection laws.

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

8. Summary

  • Report delivery damage within 24 hours of receiving your order.

  • Provide clear photo and video evidence.

  • Approved claims are generally resolved through replacement.

  • Manufacturing defects are assessed individually.

  • Misuse, accidental damage, and normal wear and tear are not covered.

  • Sterling silver naturally tarnishes and plated finishes naturally wear over time.

  • Stone loss after use is not automatically considered a manufacturing defect.

  • No lifetime guarantee applies.

  • All resolutions are provided in accordance with applicable UAE consumer protection regulations.