Product Defects, Repairs and Claims

We will review the information and photos you have provided and let you know the next steps.

If necessary, we may ask you to send or bring the product to Dondella for further inspection. Please do not send the product before receiving return instructions from us.

We respond to written claims within 15 days. If assessing or resolving the case requires more time, we will let you know and explain how the matter will proceed.

An initial assessment based on photos may change after the product has been physically inspected.

A consumer purchasing as a private individual has the right to make a claim regarding a defect that appears in a product within two years of receiving the product.

Dondella should be notified of the defect as soon as possible, but no later than two months after discovering it.

The right to make a claim does not mean that every type of damage occurring within two years automatically qualifies for free repair or replacement. When assessing a case, we determine the possible cause of the damage and take into account the product’s material, age, use and care.

No. The statutory right to make a claim and a voluntary commercial warranty are different.

Consumers purchasing as private individuals have a statutory right to make a claim regarding a product defect within two years. The product does not need to have a separate warranty for this right to apply.

If a particular product comes with an additional commercial warranty, its duration and terms will be specified on the product page or in the documentation supplied with the product.

If our assessment shows that the product has a defect resulting from manufacturing, materials or workmanship, the primary remedy will generally be free repair or replacement.

When choosing the appropriate solution, we take into account, among other things:

• the nature and extent of the defect;
• whether repair is possible;
• the availability of a replacement product;
• the cost of repair or replacement.

If the initial information indicates that the possible defect requires a physical inspection of the product, we will send you appropriate return instructions.

Dondella will cover the necessary costs associated with assessing and remedying a justified defect, including the standard cost of returning the product and sending the repaired or replacement product to the customer.

Please use the return method provided by Dondella. If you choose a more expensive or different shipping method without prior agreement, the additional cost may not be reimbursed.

If the assessment shows that the issue is not a product defect but is instead caused by use, external damage or normal wear and tear, we will agree with you on the terms of any paid repair and shipping before taking further action.

Damage or changes to a product are not automatically considered defects if they have been caused, for example, by:

• impact, dropping or strong pressure;
• bending or deformation of jewellery;
• using the product in a way for which it was not intended;
• contact with perfume, creams, cleaning products or other chemicals;
• water or moisture where the product is not marked as waterproof;
• exercising, sleeping, using a sauna or other active activities while wearing the product;
• insufficient or unsuitable product care;
• prolonged use and normal wear and tear;
• natural wear of the surface coating;
• repairs or modifications made by the customer or a third party.

The presence of any of the above circumstances does not automatically mean that a claim will be rejected. Each case is assessed individually based on the product, the damage and the information provided.

The finish of gold-plated and other coated jewellery may change or wear over time due to use, friction, individual skin characteristics, moisture, cosmetic products and contact with chemicals.

Gradual wear of a surface coating is generally not considered a manufacturing defect. If the coating changes within a very short period even though the jewellery has been used and cared for according to the instructions, please send us photos and your purchase information. We will review the case individually.

Dondella high-quality ceramic is very durable and is generally not damaged by an ordinary drop. Cracking or breaking of a ceramic component is rare.

The risk of breakage may be greater in structurally thinner or processed areas, such as components with openings or areas where the ceramic is narrower due to the design.

In very rare cases, ceramic may also contain a hidden microcrack caused during the manufacturing process, for example around a logo or another processed area.

If a ceramic component cracks or breaks during normal use without a clear strong impact or other external damage, please send us photos of the product and your purchase information. We will assess each case individually and determine whether the issue may be a manufacturing defect.

If the damage was caused by a very strong impact or another clear mechanical force, it is generally not considered a manufacturing defect.

Repair may also be possible when:

• the damage is not caused by a manufacturing defect;
• the period for making a claim has expired;
• the product has been damaged by an impact or another external cause;
• a component has worn out or become lost during use.

The availability of paid repair depends on the product, the type of damage and the availability of the required spare parts.

After inspecting the product, we will let you know:

• whether repair is possible;
• what work is required;
• the estimated cost of the repair;
• the estimated repair time;
• the shipping terms.

We will only begin a paid repair after the customer has approved the price and terms.

For products ordered outside Estonia, it may be more practical to have a stone replacement or other minor repair carried out by a local jeweller in your country.