Warranty & Aftercare

OUR COMMITMENT | Warranty & Aftercare

Jewellery to Treasure for a Lifetime

At Nora Elbatran Jewellery, every piece is created with care, craftsmanship, and meaning. Our relationship with your jewellery does not end at purchase. We are committed to helping you preserve its beauty and significance through dedicated warranty coverage and lifelong aftercare.

We stand behind the quality of our craftsmanship. To ensure that every piece receives the appropriate care, all warranty claims and repair requests are subject to professional assessment by our team.

Our commitment is to provide a transparent, fair, and thoughtful aftercare experience while preserving the integrity of every piece we create.

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1. WARRANTY COVERAGE

Our commercial warranty provides coverage for eligible manufacturing and craftsmanship defects, subject to the applicable warranty terms and mandatory consumer protection laws.

925 Sterling Silver

2-Year Commercial Warranty

Gold Vermeil

1-Year Commercial Warranty

The applicable warranty period begins from the original purchase date.

Warranty coverage applies to the original purchaser and requires valid proof of purchase.

Our warranty does not replace or limit any statutory rights that may apply to your purchase under the laws of your country.

What Is Covered?

Eligible manufacturing or craftsmanship defects arising under normal conditions of use may be covered, subject to assessment.

Examples may include:

• Defects in the original construction of the jewellery.

• Eligible craftsmanship defects.

• Structural issues attributable to the original manufacturing process.

If a defect is confirmed to qualify for warranty coverage, Nora Elbatran Jewellery will determine the appropriate remedy in accordance with the applicable warranty terms and consumer protection laws.

Depending on the circumstances, this may include repair, replacement, or another legally appropriate resolution.

What Is Not Covered?

Our commercial warranty does not cover damage caused by misuse, negligence, accidents, improper handling, or unauthorized modifications, except where otherwise required by applicable law.

Examples of issues that may fall outside commercial warranty coverage include:

Physical Damage

• Bent, twisted, crushed, or deformed jewellery caused by external force.

• Broken chains, clasps, or components resulting from excessive force or accidental damage.

• Scratches, dents, impact marks, or damage resulting from drops or improper handling.

• Damage resulting from excessive adjustment, stretching, or bending.

Gold Vermeil & Surface Finishes

Our Gold Vermeil is crafted with a premium 2.5– 5 micron gold plating, offering exceptional durability and long-lasting brilliance. With proper care, your jewellery is designed to retain its beautiful gold finish. However, repeated exposure to perfumes, lotions, harsh chemicals, and improper care may affect the plating over time. We recommend following our jewellery care guidelines to preserve its beauty for years to come.

• Wear or gradual loss of gold plating resulting from friction or miss prolonged use.

• Discoloration caused by perfumes, cosmetics, chemicals, cleaning products, or moisture.

• Surface deterioration caused by abrasive cleaning or improper polishing.

Stones & Decorative Elements

• Lost, chipped, cracked, or damaged stones resulting from impact or improper handling.

• Damage to decorative elements resulting from external force.

Unauthorized Modifications

• Jewellery that has been altered, repaired, resized, or modified by a third party without our prior approval, where such intervention has caused or contributed to the issue.

The above examples are illustrative and not exhaustive. Each case will be evaluated individually.

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2. LIFELONG AFTERCARE & REPAIRS

We believe meaningful jewellery deserves continued care.

Nora Elbatran Jewellery offers lifelong aftercare and maintenance services for our pieces, subject to assessment, technical feasibility, material availability, and applicable charges.

Our aftercare services may include:

• Jewellery cleaning and maintenance.

• Structural repairs and restoration.

• Chain, clasp, and component repairs.

• Stone setting assessment and repairs.

• Gold vermeil maintenance and re-plating, where applicable.

• Other specialised repair services.

Lifelong aftercare refers to continued access to our repair and maintenance services. It does not mean that all services, repairs, materials, or replacements are provided free of charge.

Services arising from normal maintenance, cosmetic deterioration, accidental damage, misuse, or issues outside the applicable warranty coverage may be subject to charges.

The availability of a repair will depend on the condition of the piece and the nature of the required work.

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3. PROFESSIONAL ASSESSMENT

Every warranty claim and repair request is subject to assessment by our team.

This assessment is essential to distinguish between manufacturing defects, normal wear and tear, and damage resulting from external factors or improper handling.

Our assessment process may include:

• Reviewing the original purchase details.

• Examining photographs and videos provided by the customer.

• Conducting a physical inspection of the jewellery.

• Evaluating the nature, extent, and likely cause of the issue.

• Determining whether the issue qualifies for warranty coverage or requires a chargeable repair.

A preliminary assessment based on photographs or videos is not a final warranty decision.

Where necessary, a physical inspection will be required before a final determination can be made.

The assessment outcome and any proposed repair charges will be communicated to the customer before chargeable work begins.

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4. THE WARRANTY & REPAIR PROCESS

Step 1 — Contact Our Customer Care Team

Please contact us through our official communication channels and provide:

• Your original order number or proof of purchase.

• Clear photographs or videos of the jewellery.

• A description of the issue.

• Relevant information regarding how or when the issue occurred.

Step 2 — Preliminary Review

Our team will review your request and determine whether a physical inspection is required.

Step 3 — Physical Assessment

If necessary, the jewellery must be received at our designated location for a detailed inspection.

Our specialists will assess the piece and determine the appropriate course of action.

Step 4 — Assessment Outcome

Following the assessment, our team will communicate whether the issue:

• Qualifies for warranty coverage.

• Requires a chargeable repair or maintenance service.

• Cannot be repaired due to technical limitations or the condition of the piece.

Step 5 — Customer Approval

If charges apply, a written quotation will be provided, including the applicable repair or maintenance costs and any relevant shipping arrangements.

No chargeable repair will proceed without the customer’s approval.

Step 6 — Repair & Return

Once the customer has approved the proposed service, our team will proceed with the agreed repair or maintenance work.

Upon completion, the customer will be notified and the collection or return arrangements will be coordinated.

Repair timelines depend on the complexity of the repair, the availability of materials, and other relevant factors.

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5. REPAIR CHARGES & CUSTOMER APPROVAL

We are committed to transparency throughout the aftercare process.

Any service that falls outside the applicable warranty coverage may be subject to charges.

Depending on the assessment, applicable charges may include:

• Repair or maintenance labour.

• Replacement components or materials.

• Re-plating or restoration services.

• Applicable shipping, handling, or transportation costs.

Our team will communicate the proposed charges before proceeding.

The customer will have the opportunity to review and approve the quotation.

If the customer declines the proposed repair, the jewellery may be collected or returned, subject to any applicable and legally permissible shipping or handling costs.

Any applicable statutory rights and remedies remain unaffected.

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SHIPPING, COLLECTION & REDELIVERY CHARGES

Please note that all shipping, collection, and redelivery services are subject to applicable charges, whether the jewellery is covered by warranty or falls outside the warranty period.

Shipping fees are determined according to the customer’s location, the delivery service required, and whether the shipment is local or international.

This includes, where applicable:

• Shipping jewellery to our designated location for assessment, repair, or maintenance.

• Collection and return delivery following the completion of a service.

• Pickup and redelivery arrangements requested by the customer.

• Additional delivery attempts resulting from unsuccessful deliveries, missed appointments, or the customer’s failure to receive the shipment.

Repeated Unsuccessful Delivery Attempts

Nora Elbatran Jewellery works with trusted third-party delivery companies to ensure that your jewellery reaches you safely.

If a shipment requires multiple delivery attempts due to the customer’s unavailability, failure to receive the order, or incorrect delivery information provided, additional delivery charges may apply.

Any additional delivery or redelivery fees will be communicated to the customer and will be payable by the customer.

Please note that these charges are determined by the applicable delivery provider and are outside our direct control.

We appreciate your cooperation in ensuring that delivery and collection arrangements are completed smoothly and efficiently.

PREPAYMENT OF AFTERCARE & ADDITIONAL SERVICES

All chargeable services, requests, and arrangements outlined in this policy must be prepaid before execution. This includes, but is not limited to, repairs, maintenance, reassessments, additional inspections, shipping, collection, redelivery, and any other customer-requested services.

Any applicable fees will be communicated to the customer in advance. Services will only proceed once the required payment has been received and confirmed.

INTERNATIONAL ORDERS | WARRANTY & AFTERCARE

We proudly serve customers worldwide. Our international aftercare process is designed to ensure that every piece can receive the appropriate care while maintaining clear shipping and customs responsibilities.

International customers requesting repairs or aftercare services in Egypt must coordinate with our team before sending their jewellery.

Sending Jewellery to Egypt

Before shipping your jewellery, please contact our customer care team to receive the designated receiving address and shipping instructions.

For international aftercare requests, the customer is responsible for arranging shipment to our designated location in Egypt, subject to any mandatory legal obligations applicable to the specific claim.

The customer may arrange shipment through:

• A trusted international delivery company.

• A trusted representative or friend travelling to Egypt.

• A trusted person or delivery company already located in Egypt.

The customer is responsible for ensuring that the jewellery reaches our designated receiving location safely.

For customer-arranged international shipments, the customer is responsible for applicable shipping, insurance, customs duties, taxes, clearance fees, and other charges associated with sending the jewellery to Egypt, to the extent permitted by applicable law.

Nora Elbatran Jewellery does not independently arrange or manage customer-initiated international shipments or customs clearance for jewellery sent to Egypt for repair or aftercare.

We strongly recommend using a reliable, trackable, and insured shipping service.

Assessment & Repair Approval

Upon receipt of the jewellery, our team will assess the piece and communicate the assessment outcome.

If the repair is chargeable, a quotation will be provided for the customer’s approval before the repair proceeds.

If the customer approves the proposed repair, our team will complete the agreed service.

Return Shipping

Once the repair or maintenance service is completed, the customer will be notified.

The customer may:

• Arrange collection through a trusted representative in Egypt.

• Arrange collection through a trusted delivery company.

• Request assistance from our team in preparing a return shipment, where available.

Any return shipping arrangement will be coordinated separately.

The customer is responsible for applicable return shipping, insurance, customs duties, taxes, clearance fees, and other charges associated with the return shipment to their destination, to the extent permitted by applicable law.

For international shipments, customs requirements, import restrictions, duties, taxes, and delivery procedures are determined by the relevant authorities and delivery providers.

Nora Elbatran Jewellery does not control international customs procedures or guarantee customs clearance or delivery timelines.

Important International Shipping Notice

Please do not send jewellery to our premises without first contacting our team and receiving the designated shipping address and instructions.

Customer-arranged shipments must comply with the applicable shipping and customs regulations.

Responsibility for customer-arranged shipments, including loss, damage, insurance, and customs clearance, will be determined in accordance with the applicable shipping terms and laws.

Mandatory consumer protection rights remain unaffected.

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7. JEWELLERY CARE

To preserve the beauty and longevity of your jewellery, we recommend:

• Avoid direct contact with perfumes, lotions, cosmetics, cleaning products, and harsh chemicals.

• Remove your jewellery before swimming, showering, exercising, or engaging in activities that may expose it to excessive moisture or impact.

• Store each piece separately in a dry, protective jewellery box or pouch.

• Avoid excessive force, bending, stretching, or adjusting.

• Clean your jewellery using appropriate, gentle methods.

• Follow the specific care instructions provided for your material and finish.

Proper care helps preserve your jewellery’s appearance and may prevent avoidable damage.

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OUR PROMISE

Every piece of Nora Elbatran Jewellery carries a story, a meaning, and a commitment to craftsmanship.

Our warranty and aftercare policies are designed to protect that commitment while ensuring that every customer receives thoughtful, professional, and transparent service.

Whether your piece requires a warranty assessment, routine maintenance, or a specialised repair, our team is here to guide you through the process.

For warranty claims, repair enquiries, or aftercare requests, please contact our customer care team through our official communication channels.

Nora Elbatran Jewellery

Crafted with Meaning. Made to Be Treasured.