KINZOKU Warranty

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2. How to Request Warranty Service
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3. Warranty Claims – Decision Waiting Times

 
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4. Warranty Claim Denied
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5. Item Repair
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6. Replacing items with an item that is out of stock
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7. What does our warranty cover?

 
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1. Warranty Policy

We stand behind the quality of our jewelry with a warranty for our products – our commitment that every product delivered to the customer will be free from material and manufacturing defects. The warranty is for the original purchaser only and is valid for 180 days from the original purchaser's date, starting from the date of purchase from an authorized KINZOKU reseller, and subject to the state or national laws applicable to the sale of consumer products.

The warranty is immediately void if the product is purchased from an unauthorized reseller or resold by the original purchaser to a new owner.

We work with our manufacturers to create ethically sourced, handmade items that are designed to stand the test of time. We are confident in the quality of our products. Please note – the warranty does not cover lost items, scratches caused by natural wear and tear, improper use or storage of the product, or any alteration/repair made by a third party. More information on warranty coverage for items in different KINZOKU product categories can be found in this article.

To check if your jewelry is covered under warranty, please contact us with the following details: full name, address, order number, photo/video, and a detailed description of the problem. Warranty requests must include valid proof of purchase from an authorized KINZOKU reseller and are subject to approval.

 

Clarification

In the event that the product required under warranty is no longer available or has been discontinued, the customer will be issued a gift card for the amount paid in the original purchase – to be used for purchasing another replacement product, subject to approval.

It may be necessary to return the item for inspection.

Products Not Covered Under Warranty

Sample Sale items and clothing are not covered by the warranty policy.

2. How to submit a warranty claim

 

You can submit warranty requests for KINZOKU products to our email Support@kinzoku.store

To begin the warranty request process, you will need your original order number or the email address associated with the order.

 

If you need assistance locating your order details, please contact us.

 

 

What needs to be attached to the warranty request?

 

Once you enter the returns portal, you will be asked to provide the following details:

At least two (2) pictures that clearly show the problem with the product.

One (1) picture of the product next to a note with the order number written on it.

 

A detailed explanation of the damage to the product and its cause.

 

What happens after submitting the warranty request?

After submitting the request, one of our customer service representatives will review the information and determine whether you are eligible for coverage under warranty, based on the details and circumstances.

 

How long does it take to review the request?

The average processing time is 2–4 business days.

After reviewing the request:

A decision will be made whether to approve or deny the request.

You will receive an update via email.

 

Please note:
If the request is denied - the decision cannot be appealed.

If the request is approved, but the original item is out of stock, you will be issued a gift card for the value of the original purchase price, for use in purchasing a replacement item.

Possible outcomes of the request

Approval of the warranty request is not guaranteed.
There may be factors or circumstances that lead to the denial of the request.
For more information on eligibility requirements, please refer to the relevant article.

3. Warranty Request – Decision Waiting Times

Warranty claim decisions may take 2–4 business days for a support representative to process.

Please note: Processing of the claim may be delayed if it was submitted without all the required details or documents, which could prevent a timely decision.

In some cases, you may be asked to submit additional information. After reviewing the warranty claim, you will be given further instructions and steps as needed.

4. Replacing items for an item not available in stock

If an item approved for warranty replacement is out of stock or discontinued, you will receive store credit for the amount originally paid at the time of purchase.

We do not accept "stock hold" requests for unavailable products.
Therefore, if you choose not to proceed with the warranty process due to lack of stock, you will need to re-submit the warranty request in the future and keep the original item.

 

Can I choose a different replacement item if the original product is unavailable?

 

Unfortunately, you cannot choose a different replacement item when the original item is out of stock.
In such a case, you will be issued a gift card for the value of the original purchase amount, which can be used to purchase any other item in stock of your choice.

5. Repairing items

We do not offer repair services for items damaged under warranty policy.

Our warranty policy provides customers with a new replacement model, or a gift card for the original purchase amount if a replacement model is unavailable for any reason.

6. Replacing items with out-of-stock items

What happens if my warranty item is unavailable for replacement?

If the item approved for warranty replacement is out of stock or discontinued, you will receive store credit for the original purchase amount.

 

We do not accept "stock hold" requests for unavailable products.
Therefore, if you choose not to proceed with the warranty process due to lack of stock, you will need to resubmit the warranty request in the future and keep the original item.

 

Can I choose a different replacement item if the original product is unavailable?

Unfortunately, you cannot choose a different replacement item when the original item is out of stock.


In such a case, a gift card for the original purchase amount will be issued to you, which can be used to purchase any other item in stock of your choice.

7. What does the lifetime warranty cover?

Our warranty policy operates according to defined eligibility criteria. Coverage is intended to cover damage or failure resulting from manufacturing defects or material quality issues, and is subject to the reasonable limitations of product durability, materials, and design.

 

Coverage limitations by product type:

Sunglasses – Limited warranty for 1 year

Items Not Covered Under Warranty

Sample Sale items and clothing are not covered by the warranty policy.

 

Criteria for Rejecting a Warranty Claim

A claim may be rejected if one (or more) of the following conditions apply:

Loss of items (without exception)

Stolen items

Oxidation, discoloration, and tarnishing over time

Damage from exposure to extreme conditions (temperatures/chemicals)

Natural wear and tear from daily use

Natural breakdown of colors and materials over prolonged use, including tears, holes, burns, disintegration, and shrinkage

Damage caused by improper use or negligence

Damage due to improper storage or incorrect maintenance

Damage resulting from repair or alteration — including the use of acidic cleaning agents that stain silver and remove patina

Damage or alteration made by a third party

Any modification to eyewear products, including replacing lenses with prescription lenses

Change of item ownership through sale/transfer

Item purchased from an unauthorized reseller

Sample Sale items are not eligible for exchange under any circumstances

 

Important to know:

Approval criteria may be rescinded at any time if, upon review, it is found that the claim meets rejection criteria, at the company's discretion.

Subject to law, every warranty claim is reviewed individually (case-by-case) and is at the sole discretion of the company according to the criteria detailed here.
If you believe your claim meets the eligibility conditions — contact us and we will review the matter.

 

Important Declaration:

Subject to law, KINZOKU reserves the right to reject any warranty claim that does not meet the above criteria, at its reasonable discretion.

Furthermore, KINZOKU may refuse or deny warranty eligibility in cases of exploitative conduct by the customer.

My item was damaged by mistake — is it covered?

We understand that sometimes mistakes happen.
However, damage caused by improper use, negligence, or wear and tear from daily use is not covered under warranty.

 

**The information on this page is general only and may be subject to change. In case of a discrepancy between this information and the website's procedures, the website's procedures shall prevail. E. & O. E.

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