Repair & Aftercare Policy

This policy explains how Lucky Jewellery / Yu Yi Ren handles after-sales assessment, repair requests, postage, limitations and customer responsibilities for jewellery originally sold by us.

After-sales assessment and repair support are available only for products originally sold by Lucky Jewellery. We may ask for proof of purchase, order details, photographs, video and any relevant certificate or packaging information before accepting a request.

Products bought from another seller, items of unknown origin and treated jadeite are not accepted under this policy.

We currently review after-sales requests for:

• 18K gold jewellery
• Platinum jewellery
• Natural Type A jadeite sold by Lucky Jewellery
• Jadeite and fine-jewellery settings, claws, joints, clasps, chains and metal structures
• Pearl and diamond jewellery originally sold by Lucky Jewellery, where the requested work is technically suitable

Please submit an after-sales assessment request before posting any jewellery to us. The request should include:

• Your name and contact details
• Proof of purchase or order reference
• Clear photographs of the whole item
• Close-up photographs of the issue
• Video where movement, looseness or damage is easier to show
• A written description of what happened and when you first noticed the issue

Do not post jewellery to Lucky Jewellery until we have reviewed the information and confirmed postal instructions in writing.

When we receive a posted item, we record the parcel opening and the visible product condition. This protects both the customer and Lucky Jewellery.

Receiving an item does not mean the repair has been accepted or started. We first inspect the piece and confirm whether work is possible, suitable and safe. Repair work begins only after written agreement on scope, expected result, charges where applicable and return-postage arrangements.

For standard customers, qualifying repair labour may be offered free for 6 months from delivery. Postage is not included unless Lucky Jewellery confirms otherwise in writing.

For VIP members, qualifying repair labour may be offered free for 12 months from delivery. Standard round-trip postage may be included only when arranged or approved by Lucky Jewellery in writing.

These benefits apply only to qualifying repair labour. They do not automatically include replacement gemstones, replacement pearls, extra gold or platinum, specialist external work, redesign, or major reconstruction.

Even during a free repair period, the following may fall outside complimentary repair support:

• Lost gemstones, pearls, beads or components
• Additional gold, platinum, chain, clasp or replacement materials
• Damage caused by impact, crushing, pulling, misuse or improper storage
• Major reconstruction after severe accidental damage
• Work previously altered by another repairer
• Redesign, resizing for preference, or cosmetic preference changes
• Damage that cannot be repaired safely or responsibly

If a charge applies, we will explain the reason before work begins.

Natural jadeite may contain internal structures, fissures, healed fractures and colour variation. These are part of the stone's natural character.

Repair may not restore an item to entirely new condition. Repair lines, joining points, colour differences or structural limitations may remain visible. Some jadeite damage cannot be repaired without creating unacceptable risk to the stone.

Lucky Jewellery may refuse or stop work that we consider unsafe, unsuitable or irresponsible.

Repairs are usually completed and returned within approximately 6 to 12 weeks after inspection, written approval, required payment and material confirmation.

Complex work, external specialist work, bespoke parts, stone matching or international logistics may take longer. We will provide updates where possible.

Customers must wait for written postal instructions before sending jewellery. We may recommend tracked, insured or special delivery methods depending on the item.

Unless expressly confirmed in writing, the customer is responsible for postage to Lucky Jewellery. Return postage, insurance and international customs charges may also be payable depending on the situation and customer status.

Customers are responsible for packaging items securely. Lucky Jewellery is not responsible for loss or damage caused by unsuitable packaging or unauthorised postage arrangements.

Customers should provide accurate information, disclose known damage or previous repair work, follow care instructions and avoid wearing damaged jewellery until it has been assessed.

If information is missing, inaccurate or materially incomplete, assessment or repair may be delayed or refused.

This policy does not remove any rights customers may have under applicable consumer law. It explains Lucky Jewellery's after-sales assessment and repair process for products sold by us.

For questions before posting jewellery, please contact Lucky Jewellery through the Customer Care page, the assessment form, email or WhatsApp. We will review your information and advise the next step.

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The standard qualifying free repair-labour benefit runs for six months from delivery, subject to inspection and this policy. Collector's Circle does not extend this free-labour period, and does not include free round-trip repair postage, materials, parts, cleaning, restringing, resizing, insurance or other repair costs. The Collector aftercare benefit is: (a) the eligible £1 Jewellery Condition Review — an initial visible review of one eligible Lucky Jewellery item with recommendations, which is not free repair, materials, parts, cleaning, restringing, resizing, insurance, inbound or return postage, formal valuation, laboratory report, insurance report or internal structural guarantee; and (b) priority consideration for enquiries. Priority consideration does not guarantee immediate booking, a shorter completion time or acceptance of a repair. Any repair must be separately inspected, quoted and approved in writing.