MKOJ Warranty & Service Policy
1. 30-Day Manufacturing Warranty
We recognize that true manufacturing defects usually manifest shortly after use.
Coverage: Any structural flaw present at the time of delivery or resulting from a failure in assembly (e.g., a loose stone setting, broken clasp, or solder separation) must be reported within 30 days of receiving your order.
Resolution: If a manufacturing defect is verified by our team, MKOJ will repair or replace the item at no cost to the customer.
Requirement: A clear unboxing video and photos must be submitted via our [Contact Page] within this 30-day window.
2. Lifetime Quality Assurance (Original Defects Only)
Beyond the initial 30 days, MKOJ provides a Lifetime Guarantee exclusively for original manufacturing flaws.
What this means: If a structural integrity issue occurs that can be scientifically attributed to a production error—and not the result of age, wear, or external force—we will honor our craftsmanship and facilitate a repair.
Limitation: This does not cover components that have naturally degraded, stones that have been lost due to external impact, or metal that has thinned over time. MKOJ reserves the right to perform a technical assessment on any item submitted under this guarantee to determine if the flaw is original to the manufacturing process.
3. Service Policy (For Wear & Tear)
Jewelry is a wearable art form, and like all precious items, it is subject to the elements. Issues resulting from daily use are not covered under warranty but are welcome in our Professional Service Program.
Common Service Requests: Re-polishing, re-plating (if applicable), prong tightening, chain repairs, or replacing stones lost due to accidental impact.
Service Fees: These services are chargeable. Upon receiving your item, our master jeweler will provide a cost estimate for the repair.
Process:
1. Submit a service request through our [Contact Page].
2. Ship the item to our facility (customer is responsible for courier charges).
3. We provide an assessment and quote.
4. Upon your approval and payment, we restore your piece to its best possible condition and return it to you.
Important Strategic Safeguards
Assessment Authority: "All claims under the 30-day Warranty or Lifetime Guarantee are subject to a physical inspection by our master jeweler. MKOJ reserves the final right to categorize the issue as a 'Manufacturing Defect' or 'Normal Wear and Tear'."
Third-Party Clause: "Any service, alteration, or repair performed by a jeweler other than MKOJ immediately voids both the Lifetime Guarantee and the Service Program eligibility."
Proof of Authenticity: "All warranty and service claims must be accompanied by the original MKOJ invoice or digital order confirmation. We do not provide services for items purchased through unauthorized third-party resellers."
Why this structure protects MKOJ:
The "30-Day" Shield: By limiting "automatic" replacement to 30 days, you filter out customers who are simply looking for a free replacement after they have accidentally damaged their jewelry through misuse.
The "Lifetime" Nuance: By adding the "Original Defect" caveat to the lifetime guarantee, you aren't promising to fix everything forever; you are promising to stand by your workmanship. This is a very professional, luxury-standard way to phrase a guarantee.
The "Service" Revenue Stream: By clearly labeling wear-and-tear as a "Service" rather than a "Warranty," you shift the expectation from "this should be free" to "this is a paid professional restoration." It turns a potential customer support headache into a professional repair service.
Service & Restoration Policy (Professional Care)
At MKOJ, we believe in the longevity of your jewelry. While we provide a Lifetime Guarantee for original manufacturing defects, items subjected to daily wear and tear require periodic professional maintenance.
1. In-Store Restoration & Service
Our professional restoration and repair services are currently conducted exclusively at our physical offline stores.
Available Services: This includes deep cleaning, re-polishing, prong tightening, re-plating, and repair of items affected by normal wear and tear.
Direct Assessment: By bringing your piece to our store, our master jeweler can perform a live assessment, provide an immediate consultation, and ensure the repair is executed to our highest standards.
2. Service Limitations (Regions without Physical Stores)
Currently, MKOJ does not offer repair or restoration services via mail/courier for customers located in regions where we do not have an operational physical storefront.
Reasoning: To maintain the high quality of our restoration process and to avoid the significant risks associated with shipping damaged or delicate jewelry items, we have chosen to restrict these services to in-person visits only.
Third-Party Repair Warning: We understand the inconvenience this may cause; however, please be advised that any service, repair, or alteration performed by a third-party jeweler or local repair shop will immediately void your MKOJ Lifetime Guarantee. We strongly recommend waiting until you can visit one of our physical locations to ensure your piece is handled by our expert team.