Warranty & Repairs

We want your jewelry to stay with you for years to come. If a piece needs attention, please contact us first so we can review it and guide you through the next steps. Please do not send jewelry to us before receiving written authorization and shipping instructions.

One-year limited warranty

RandomCrush jewelry is covered against manufacturing defects for one year from the date of delivery. If we confirm a covered defect, we will arrange a repair or replacement. If neither is possible, we will offer a refund or another remedy required by applicable law. For approved warranty claims, RandomCrush will arrange and cover reasonable, tracked and insured shipping using our designated service.

The warranty does not cover loss, theft, ordinary wear, accidental damage, improper use or care, or damage from work performed by a third party. An issue will not be excluded merely because a piece has normal signs of wear; we assess the cause of each issue individually. This warranty does not affect any rights you may have under applicable law.

Care and repairs

During the first year after delivery, you may also request complimentary care or repair, including cleaning, polishing and other eligible work. We review every request individually to determine what can be done safely. Complimentary service does not automatically include replacement gemstones, missing components, substantial new materials or work beyond repairable condition. If additional paid work is needed, we will explain the options and obtain your approval before proceeding.

For care or repairs that are not covered by the manufacturing-defect warranty, the customer is responsible for the agreed round-trip shipping cost. We will confirm the shipping arrangement and any applicable cross-border charges with you before asking you to send your piece. We will not ship or carry out chargeable work without your approval.

How to request service

1. Email info@randomcrush.com with your order number, a brief description of the issue, and clear photos of the piece.
2. We will review your request and let you know whether an inspection is needed, what service may be available, and who would pay the shipping and any other anticipated costs.
3. If you choose to proceed, we will send written authorization, a repair reference number, and packing and shipping instructions. Please wait for these instructions before sending your jewelry.
4. Once the piece arrives, we will check its condition and confirm the work. If our assessment changes, we will contact you before doing anything beyond the approved scope. We will share tracking information when your piece is on its way back.

Cross-border service may involve shipping to our team in Hong Kong. We will coordinate the required shipping and customs documentation for an approved case. Your jewelry remains your property throughout the process; it is not a gift or a new purchase.