Warranty
At Ortensa, we are committed to providing high-quality, handcrafted fine jewelry made to last. We’re confident in the quality of every piece we create, which is why we stand behind our products.
Ortensa Limited Warranty
We offer a two-year warranty from the date you receive your order for defects or issues resulting from the workmanship of the jewelry.
What Is Covered
Our warranty covers manufacturing defects and workmanship issues that arise during normal use of the jewelry. If your piece has a defect covered under our warranty, we will replace it with the same item (if in stock) or issue a store credit equivalent to the purchase price.
What Is Not Covered
Our warranty does not cover:
- Lost items
- Normal wear and tear, including scratches, tarnishing, or fading of metals and gemstones
- Damage caused by improper care, such as exposure to chemicals, water, or excessive force
- Any modification to your product done by a third party outside of Ortensa
- Items purchased through third-party vendors
- Promotional items received from a promotion or campaign
How to Submit a Warranty Claim
To submit a warranty claim, please contact our team at contact@ortensa.com with your order number, a description of the issue, and photos of the affected piece.
Important warranty claim terms:
- If your warranty submission is accepted, you must send the affected product to us for quality assurance review and testing
- If the item is in stock and your warranty submission is approved, you will receive a replacement of the same item
- If the item is not in stock due to inventory limitations or discontinuation, you will be issued a store credit equivalent to the purchase price of the original item
- Items purchased through third-party vendors may be subject to a different warranty policy — please check the details from where the item was purchased
- Using a third-party repair service will void Ortensa’s warranty
- Ortensa does not accept warranty claims with post-purchase modifications
Extended Protection Plan
For extra peace of mind, we offer an Extended Protection Plan that provides optional coverage for accidental damage and product failures. This plan is available in the United States and Canada on eligible products.
What the Extended Protection Plan Covers
- Accidental damage: Protection from unintentional breaks, drops, bends, etc.
- Product failures: Mechanical or operational failure during normal use, and defects in materials or workmanship
- Services including refinishing, polishing, rhodium plating, cleaning and re-polishing, resetting diamonds and gemstones, and resizing (limited to one resizing per year, maximum of two sizes up or down)
What the Extended Protection Plan Does Not Cover
- Damage from abnormal use or failure to follow manufacturer’s recommendations
- Lost or stolen items
- Damage caused by animals or natural disasters
- Damage covered by insurance policies or other agreements
How to Purchase the Extended Protection Plan
The plan can be purchased either at the time of product purchase or within 30 days afterward. The plan is only available for items purchased directly through Ortensa — not through third-party retailers.
Still Need Help?
Email us at contact@ortensa.com with any warranty-related questions and our team will be happy to assist you.