Effective Date: 01/01/2025 Updated: 02/28/2026
Marblehead Custom Jewelry (“we,” “us,” “our”) is committed to providing high‑quality jewelry repair services. By submitting jewelry for repair or service, you (“Customer,” “you”) agree to the following terms and conditions, which incorporate our Customer‑Supplied Stones & Materials terms where applicable.
1. Purpose
This Agreement outlines the terms under which Marblehead Custom Jewelry provides repair services and warranties for customer‑owned jewelry and related items.
2. Repair Services
2.1 Scope of Services
Repair services may include, but are not limited to:
- Resizing
- Stone tightening, resetting, or replacement
- Soldering and structural repairs
- Cleaning and polishing
- Clasp, hinge, or chain repairs
- Other necessary or requested work as determined by our bench jewelers
2.2 Right to Decline Work
We may decline or limit repairs we deem unsafe, impractical, or likely to result in damage (for example, severely worn, cracked, or low‑quality settings, or fragile stones).
3. Repair Process
3.1 Intake & Inspection
- You submit jewelry for inspection in‑store.
- We examine the item to the best of our ability and discuss visible issues, but some internal or hidden conditions may only appear during or after work has begun.
3.2 Estimate
- We provide a repair estimate that may include labor, parts, and materials.
- Estimates are based on visible conditions and may change if additional issues are discovered once work begins.
3.3 Authorization
- You must approve and authorize repairs before work begins, either in person, in writing, or verbally (phone or electronic confirmation).
- For higher‑risk repairs (for example, customer‑supplied or very fragile stones), we may require a separate written waiver or acknowledgement.
3.4 Changes to Estimate
- If we determine that repair is not possible, more extensive than anticipated, or more expensive than the original quote, we will contact you before proceeding.
- You may decline additional work; in such cases, you are responsible for any costs incurred to that point (for example, diagnostics, partial work).
4. Payment Terms
4.1 When Payment Is Due
Repair fees are due upon completion and prior to release of the item, unless otherwise agreed in writing.
4.2 Deposits
For higher‑value or complex repairs, we may require a deposit before work begins. Any such deposit will be applied to the final invoice.
4.3 Unclaimed Items
Items left unpaid or unclaimed for an extended period (over 12 months) may be subject to storage fees or handled in accordance with applicable law and our store policies.
5. Warranty on Repairs
5.1 Warranty Period
Repairs performed by Marblehead Custom Jewelry include a 6‑month limited warranty on craftsmanship and materials we supply as part of the specific repair, starting from the date the repair is completed.
5.2 What the Warranty Covers
This repair warranty covers defects in workmanship related to the specific repair we performed (for example, a solder joint failing under normal wear shortly after repair, or a clasp we replaced failing due to a manufacturing issue).
5.3 What the Warranty Does Not Cover
The repair warranty does not cover:
- Normal wear and tear, including scratches, dents, patina, or loss of shine;
- Damage from misuse, accidents, impact, bending, crushing, snagging, or exposure to chemicals;
- Pre‑existing damage or structural issues, including worn prongs, thin shanks, or cracked stones;
- Loss or theft of jewelry or stones;
- Issues arising from work not performed by us, including third‑party resizing, repairs, or alterations.
5.4 Third‑Party Work
The repair warranty is void if any subsequent repair, resizing, or alteration is performed by a third party on the same area we repaired.
5.5 Remedies Under Warranty
If a covered defect arises within the warranty period, we will, at our discretion:
- Repair the item at no charge; or
- Replace parts we supplied (subject to availability).
Our liability under this repair warranty is limited to the cost of the original repair.
6. Turnaround Time
6.1 Estimated Timeframes
Estimated completion dates depend on the complexity of the repair and the availability of materials or parts. Turnaround can range from same‑day service for simple repairs to approximately 3–4 weeks for more complex or outsourced work, with an average repair time of about 2 weeks.
6.2 Delays
All timeframes are estimates only and are not guaranteed. We will notify you of material delays when reasonably possible.
6.3 Rush Orders
Rush requests may be accepted at our discretion and may incur additional rush fees, which will be quoted and agreed upon in advance.
7. Customer‑Supplied Stones & Materials
When you ask us to work with stones, metal, or jewelry that you provide (“Customer‑Supplied Materials”), the following additional terms apply, in conjunction with our Custom Order Terms & Conditions and these Repair & Warranty Terms.
7.1 Scope of Work
We may agree, at our discretion, to:
- Set or reset your stones into a new or existing setting;
- Use your metal (for example, gold) in a new design, where technically feasible and safe;
- Modify or repair existing pieces you provide.
We reserve the right to decline work on items or materials we consider unsafe, unsuitable, or too fragile.
7.2 Inspection & Pre‑Existing Conditions
We will visually inspect Customer‑Supplied Materials and discuss any obvious issues we see (for example, worn prongs, visible cracks, or chips).
- Many stones and metals have internal or pre‑existing flaws that may not be visible (inclusions, fractures, prior repairs, porosity).
- These conditions can cause stones to chip, break, or fail during setting, removal, sizing, or repair, even when handled properly.
By leaving items with us, you acknowledge that we cannot guarantee the integrity of Customer‑Supplied Materials and that some risk of damage exists.
7.3 Responsibility for Loss or Damage
When we are working with Customer‑Supplied Materials:
- We are responsible only for using reasonable care and standard professional techniques.
- We are not responsible for loss or damage resulting from pre‑existing conditions, inherent weaknesses, or undisclosed treatments (such as fracture‑filled, heavily included, or otherwise treated gems).
- To the fullest extent permitted by law, our liability in connection with Customer‑Supplied Materials is limited to:
- The cost of our labor and any materials we provide for the job; and
- We are not obligated to replace or reimburse the full value of Customer‑Supplied Materials if they chip, crack, break, or are otherwise damaged during normal, careful work.
7.4 Appraisals, Documentation & Insurance
We strongly recommend that you:
- Obtain an up‑to‑date appraisal or documentation of value for Customer‑Supplied Materials before bringing them in;
- Maintain independent jewelry insurance that covers loss, theft, or damage while items are in transit and while in our possession.
We do not provide insurance coverage for the full replacement value of Customer‑Supplied Materials; any coverage we maintain is supplemental and subject to our stated limitations of liability.
7.5 Scrap, Trade‑In & Unused Materials
When we remove stones, cut down mounts, or accept old metal toward a new project:
- We will clarify which components will be reused and which will be scrapped or traded in.
- Once you authorize scrap or trade‑in credit, those materials become our property and cannot be returned.
- Any unused Customer‑Supplied Materials that you wish to retain must be picked up promptly once the project is complete.
7.6 Agreement to Terms
By asking us to work with Customer‑Supplied Stones & Materials, leaving such items with us, or approving an estimate that references this policy, you agree to these terms in addition to our Custom Order Terms & Conditions, Jewelry Repair & Warranty Terms & Conditions, and general Terms & Conditions.
8. Liability
8.1 Pre‑Existing Conditions & Inherent Risks
We are not responsible for pre‑existing conditions, latent defects, or inherent weaknesses in metals or stones, including but not limited to cracks, inclusions, porosity, or prior repairs that may fail during or after our work.
8.2 Limit on Liability
To the fullest extent permitted by law, our liability for any claim related to repair services is limited to the amount paid for the specific repair. We are not liable for indirect, incidental, or consequential damages (for example, sentimental value, loss of use, or diminished value).
8.3 Customer Insurance
Customers are strongly encouraged to insure jewelry for its full value (especially high‑value stones and heirlooms) while in transit and while in our possession.
9. Risk of Loss
9.1 While in Our Possession
While your item is in our possession for repair, we take reasonable care and security measures. If loss, theft, or damage occurs due to our negligence, our liability is limited as stated in Section 8.2.
9.2 Transit To/From Store
Risk of loss, theft, or damage in transit to us or from us to you rests with the Customer, unless otherwise agreed in writing. Customers should use insured, trackable shipping and appropriate packaging for any items mailed to or from the store.
10. Confidentiality
We will not intentionally disclose specific information about your jewelry’s design, materials, or appraised value to third parties, except as reasonably necessary to perform the repair (for example, working with vendors) or as required by law.
11. Termination / Cancellation
11.1 Customer Cancellation
- You may cancel repairs before work begins at no charge (except where diagnostics or special‑order parts have already been incurred).
- If work has begun, you are responsible for costs incurred up to the point of cancellation (labor performed, parts ordered, etc.).
11.2 Store Termination
We may terminate the Agreement or pause work if:
- Payment is not made as agreed;
- The scope of work or risk changes significantly; or
- We determine that proceeding would be unsafe or inappropriate for the piece.
12. Governing Law
This Agreement is governed by the laws of the Commonwealth of Massachusetts, without regard to conflict of laws principles.
By entrusting jewelry to Marblehead Custom Jewelry, the Customer agrees to all terms and conditions outlined above.
13. Contact Information
For questions about our jewelry repairs or any of our policies please contact or visit:
Marblehead Custom Jewelry
Phone: 413‑238‑1383
Email: info@marbleheadcustomjewelry.com
Address: 66 Washington St, Marblehead, MA 01945
Website: https://marbleheadcustomjewelry.com
Policies: https://marbleheadcustomjewelry.com/policies/
We thank you for choosing Marblehead Custom Jewelry and appreciate your business.
