Lulu & Annie Warranty Terms & Conditions

12-Month Manufacturer’s Warranty

All Lulu & Annie jewellery is covered by a 12-month manufacturer’s warranty from the date of purchase.

If your jewellery develops a fault, please contact us as soon as possible so that we can inspect the item and determine the nature of the problem.

Under the Consumer Rights Act 2015, where goods are genuinely faulty, customers normally have a short-term right to reject them and request a refund within the first 30 days. After this initial 30-day period, a customer is not normally entitled to simply return a faulty item and demand an immediate refund. Where appropriate, we have the right to provide a repair or replacement in the first instance.

Our warranty covers manufacturing faults but does not cover accidental damage, misuse, neglect, loss, damage caused by chemicals or inappropriate cleaning, or normal wear and tear associated with wearing jewellery. Where inspection shows that the issue has resulted from customer damage or normal wear and tear rather than an inherent or manufacturing fault, this will not be treated as a warranty claim.

If a genuine fault arises within six months of delivery, consumer law generally presumes that the fault was present at the time of delivery unless we can demonstrate otherwise. After six months, the customer may be required to demonstrate that the problem resulted from an inherent fault rather than damage, misuse or normal wear and tear.

Where a repair or replacement is provided for a genuine fault after the initial 30-day period, a refund would normally only become an available remedy if the repair or replacement is unsuccessful, cannot reasonably be provided, or cannot be completed within a reasonable time and without significant inconvenience.

Nothing in our warranty affects your statutory rights.

What Is Not Covered

Our manufacturer’s warranty does not cover:

• Normal wear and tear through use

• Accidental damage

• Jewellery that has been resized or altered by a third party

• Repairs or adjustments carried out by a third party

• Wilful damage, misuse or neglect

• Damage caused by failure to follow our jewellery care guidelines

• Loss or theft

• Loss or damage to stones caused by accidental damage

• Natural deterioration of surface finishes or plating through normal wear

Gold vermeil and plated finishes will naturally change over time depending on wear, exposure to cosmetics, perfumes, chemicals and how the jewellery is cared for. This is considered normal wear rather than a manufacturing defect.

Making a Warranty Claim

If you believe your Lulu & Annie jewellery has developed a manufacturing fault, please contact us by email: info@luluandannie.co.uk

• Your order number or proof of purchase

• A description of the problem

• Clear photographs of the item

We will assess the item and advise you of the next steps.

Where a manufacturing defect is confirmed and the item falls within the warranty period, we will arrange an appropriate repair, replacement or exchange.

Jewellery Care

To help maintain your jewellery, we recommend avoiding direct contact with perfumes, cosmetics, cleaning products and other chemicals.

Store jewellery carefully when not being worn and clean it using an appropriate soft jewellery cloth.

Contact Us

For warranty enquiries, please contact Lulu & Annie Customer Services  by email: info@luluandannie.co.uk or phone 07921 257998