Lifetime Limited Repair Warranty

KuGOLD offers lifetime repair support for eligible 9K and 14K solid gold jewelry purchased from our store. This warranty is intended for issues that our workshop determines can be safely and reasonably repaired, such as certain loose or missing stones and other repairable setting-related concerns.

Because every piece and type of damage is different, warranty eligibility and repairability must be assessed by KuGOLD Customer Support and our workshop before an item is sent for service. Please contact us first and do not ship jewelry without receiving return instructions.

Eligible Repairs

Subject to inspection and technical feasibility, eligible service may include:

• Resetting a loose stone when the existing setting remains structurally suitable for repair.
• Replacing a missing stone when a compatible replacement is available and the setting can be safely restored.
• Other minor setting, clasp, joint, or connection issues that our workshop confirms are repairable.

Approval is not automatic. Photographs may help with the initial assessment, but final eligibility can only be confirmed after the item has been physically inspected by our workshop.

Damage That May Not Be Repairable

Some damage cannot be safely restored without compromising the appearance, strength, or integrity of a delicate jewelry piece. The warranty does not guarantee repair or replacement in situations including:

• Broken, snapped, crushed, severely bent, stretched, or extensively deformed jewelry.
• Damage involving significant metal loss, missing sections, or an irreparably damaged stone setting.
• Damage caused by strong pulling, snagging, impact, misuse, improper cleaning, chemical exposure, or failure to follow the Jewelry Care Guide.
• Jewelry that has been altered, resized, soldered, repaired, or otherwise modified by a third party.
• Lost, stolen, or misplaced jewelry, or an entire missing item.

If the workshop determines that a repair is not technically feasible or would not provide a reliable result, the item will not be repaired. KuGOLD does not guarantee replacement of the jewelry under this warranty.

Repair Costs & Shipping

• Customer Responsibility: The customer is responsible for securely shipping the item to our repair workshop in China, including the outbound shipping cost. The customer is also responsible for the cost of any replacement stones, gold parts, clasps, posts, findings, or other components required for the repair.
• KuGOLD Responsibility: For an approved warranty repair, KuGOLD will cover the repair labor and the standard shipping cost to send the repaired item back to the customer.

If replacement parts are required, we will advise you of the estimated component cost before proceeding. Repair work will begin only after you approve and pay any applicable component charges.

How to Request an Assessment

Please email support@kugold.com with your order number, a description of the issue, and clear photographs or video showing the item and damaged area. Our support team will review the information and advise whether the piece appears suitable for inspection.

If an inspection is recommended, we will provide shipping instructions for our workshop in China. We strongly recommend using secure, protective packaging and a trackable shipping service. The customer remains responsible for the item until it is received by our workshop.

All repair decisions are made after reviewing the condition of the jewelry, the availability of compatible components, and whether a safe and durable repair is reasonably possible.