Warranty

What is covered?

The warranty covers faults in materials or workmanship arising during the first six months under normal wear and appropriate care. Examples include a faulty clasp, a defective connection or a pearl or stone becoming loose because of a faulty setting.

For a covered fault, we will arrange a complimentary repair or replacement as appropriate, including the necessary return arrangements, at no cost to you. We will explain the proposed solution after assessing the piece.

What is not covered?

• Ordinary wear, including gradual surface scratches, tarnishing or plating wear.
• Accidental damage, such as pulling, impact or crushing, or damage caused by water, chemicals, perfume or improper storage.
• Loss or theft of the whole piece.
• Damage caused by an attempted alteration or repair.

Natural differences in pearl shape, colour or surface texture are not faults when consistent with the product description. Cracks, significant damage or loose settings are assessed separately. A pearl or stone lost because of a defective setting will be assessed as a possible manufacturing fault.

If you are unsure whether an issue is wear or a fault, please contact us. These exclusions do not remove your rights where an item is faulty or not as described.

How to make a claim

1. Email info@ninemoostore.com with your order number or proof of purchase, a brief description of the issue and clear photographs.
2. If you cannot find your order number, include the name and email address used for the purchase so we can try to locate it.
3. Wait for our assessment and return instructions before posting the piece. We will confirm the return address and shipping arrangements.
4. Once we have inspected it, we will confirm the repair or replacement plan and estimated timeframe.

Stop wearing the piece if a clasp, thread or setting is loose, and keep any detached pearls, stones or components in a secure bag. Please contact us before attempting a repair.

Five-year repair support

For five years from the original purchase date, all NINEMOO products are eligible for repair enquiries by email, including pearl restringing where appropriate. Please contact us at info@ninemoostore.com so we can assess the piece and confirm a repair price. Feasibility depends on the design, condition and availability of components. For work outside the complimentary six-month warranty, we will explain any charge and estimated timeframe for your agreement before work begins.

A repair is not automatically chargeable just because the warranty has ended: where your statutory rights require a remedy, those rights still apply.

Your statutory rights

This warranty is in addition to your statutory rights and does not affect them. Please also see our Returns & Exchanges policy, Repairs & Aftercare and Jewellery Care guidance.