Warranty

  • 2-YEAR COVERAGE

    Every Heavy Lies piece is covered against manufacturing defects for 2 years from the date of purchase.

  • EASY CLAIMS

    Email us with your order number and a photo. We'll sort it within 48 hours.

  • REPAIR OR REPLACE

    We'll repair your piece or send a brand new replacement — your choice, free of charge.

Warranty Policy

What's Covered

Our 2-year warranty covers manufacturing defects in materials and workmanship, including:

  • Broken clasps or closures that fail under normal use
  • Chain links that break during normal wear
  • Loose or missing settings in stone-set pieces
  • Structural failures — bending, cracking, or splitting not caused by impact
  • Defective hallmarks or finishing issues present from purchase

The warranty period begins on the date of delivery and lasts for 2 years.

What's Not Covered

The warranty does not cover:

  • Normal wear and patina — sterling silver naturally develops character over time
  • Tarnishing — this is a cosmetic change, not a defect (see our care instructions)
  • Physical damage from drops, impacts, or crushing
  • Chemical damage from perfumes, chlorine, cleaning products, or saltwater
  • Misuse or modification — resizing, engraving, or repairs by third parties
  • Cosmetic scratches from daily wear
  • Lost items

How to Make a Claim

  1. Email us at support@heavylies.co.uk with the subject line "Warranty Claim"
  2. Include your order number and date of purchase
  3. Attach clear photos showing the defect
  4. We'll respond within 48 hours with next steps
  5. If approved, we'll send a prepaid return label
  6. Once received, we'll repair or replace your piece and ship it back free of charge

Most claims are resolved within 7–10 business days from the date we receive your item.

Repair vs. Replacement

When your claim is approved, we'll offer you two options:

Repair: We'll restore your piece to its original condition. Turnaround is typically 5–7 business days after receipt.

Replacement: If the piece can't be repaired or you'd prefer a new one, we'll send a brand new replacement. If the exact product is discontinued, we'll offer a piece of equal or greater value.

Both options are completely free — no shipping costs, no repair fees.

Proof of Purchase

To process a warranty claim, we'll need to verify your purchase. Any of the following count as proof:

  • Your order confirmation email
  • Your order number (found in your email or account)
  • A bank or credit card statement showing the transaction

If you ordered as a guest and can't find your confirmation, email us with the email address you used at checkout and we'll look it up.

Beyond the Warranty Period

Sterling silver is built to last well beyond 2 years. If something goes wrong after your warranty expires, we still want to help.

Contact us at support@heavylies.co.uk and we'll assess the issue. We offer paid repair services at reasonable rates, and we'll always be honest about whether a repair is worth it.