My jewellery item is broken I have received a necklace without a clasp Do I have a warranty on my TI SENTO jewellery? Warranty returns How long will it take to have my item repaired? My jewellery item has sentimental value but is broken. The stone or pearl in my jewellery item is damaged. Can I repair it myself? How do I keep my jewellery item looking its best?
Read below for details.
Defective or incomplete item
If you received the item from the TI SENTO webstore less than 30 days ago, you can return it to us. If you received the item more than 30 days ago, you can also return it to us by completing the repair form. The item will then be replaced if possible; we will contact you if this is not the case.
Under the terms of the warranty, you will not be charged for exchanging the item. If the repair is not covered by the warranty terms, you may be charged for the repair or exchange. As before, we will contact you if you will be charged a fee. Until you approve the price quote, the item cannot be repaired or exchanged and it can be returned without being repaired.
If you did not purchase the item from the TI SENTO webstore directly, you can still use the services provided by the TI SENTO sales point.
I have received a defective or incomplete item
If you have received a defective or incomplete item, please contact our Customer Service team directly. They will tell you what steps will be taken to ensure that you will be wearing new and complete jewellery from TI SENTO as soon as possible.
Several models of the necklaces are designed with two connectors instead of a clasp. These necklaces are not incomplete, but should be worn with a pendant and a clip ring, which serves as a clasp or a clip ring alone, which also serves as a clasp.
All TI SENTO jewellery items are subject to a 24-month warranty from the date of purchase to cover any manufacturing errors.
A 6-month warranty period applies to damage and/or defects resulting from regular wear and tear. Your TI SENTO jewellery will be repaired or replaced free of charge, provided the defect is covered by the warranty terms. This warranty does not cover improper use, disassembly of the item, or repairs carried out by anyone other than an authorised repairer. This warranty does not affect any of the consumer’s rights and claims under the applicable national laws.
When is the warranty on my TI SENTO jewellery not valid?
If the item has been used improperly, for example because it fell on the floor or was knocked over, you will not be entitled to free repair or replacement. If the defect falls within the pattern of expectation for regular use of the item, you will also not be entitled to free repairs or replacement. The warranty no longer applies if the TI SENTO jewellery item has been altered, for example by engraving it or changing its size.
You can then return your item to have it repaired or exchanged on payment of a refund. If there is a charge for the repair or exchange of the item, you will first receive a price quote. Until you approve this quote, the repair will not be carried out and the item may be returned to you unrepaired if necessary.
I have not received a proof of warranty or have lost it.
It is not a problem if you no longer have your TI SENTO proof of warranty – you can use a copy of your invoice as proof instead. The date stated on your invoice will then serve as the warranty date.
How much will it cost to have my item repaired?
If our after-sales service department decides that the defect falls within the warranty terms and warranty period, the item will be replaced or repaired free of charge. If the repair is not covered by the terms of the warranty, the cost of the repair or replacement depend on the type of repair to be carried out. We will send you a price quote in advance informing you of these costs, so as to ensure you will not be faced with any unwanted charges. The repair or exchange will only be further processed after you have approved the price quote. If you do not approve the costs, it is not a problem to return the jewellery item unrepaired.
How do I pay the costs of repair?
If the repair of your jewellery item is subject to charges, we will first contact you to provide you with a price quote. This quote will include an invoice for the costs of repair, which you can pay by clicking on a link. If you do not want to pay these charges, the item can naturally be returned unrepaired.
All jewellery covered by our warranty can be returned free of charge if returning from within the Netherlands.
For warranty returns from outside of the Netherlands, please fill in your warranty returns form and ship back to us. Please note that TI SENTO does not cover the cost of warranty returns outside of the Netherlands. For questions please contact our customer service team. They will be happy to help you.
We aim to complete all repairs within two weeks. All repairs are handled by our own after-sales service department. In order to keep the repair period as short as possible, we will replace the defective items with new ones.
If your jewellery item has sentimental value, we can imagine that you do not want to have it replaced. We will still be able to repair your item in this case, but it will need to be returned to the factory. The manufacturer will repair your TI SENTO jewellery item so that it will appear as new again. Please note that this will increase the repair period to a maximum of eight weeks.
How do I track the status of a repair job?
We will keep you updated by email and will send an email before we ship the item, as soon as it has been repaired.
If you would nevertheless like to know the exact status, our Customer Service department will be happy to assist you.
The jewellery item I purchased is not the right size for me. Can I have it altered?
TI SENTO designs its jewellery in the most common sizes. If items are available in various sizes, this is indicated on our website. While you can take your TI SENTO jewellery item to be repaired by a jeweller or goldsmith, we nevertheless advise against this. In designing its jewellery, TI SENTO is committed to maintaining high quality standards. Any alteration to the jewellery item will mean that TI SENTO no longer has control over the quality and the warranty will be cancelled.
My jewellery item has been altered by a jeweller and/or TI SENTO dealer. Will the warranty still be valid?
While you can take your TI SENTO jewellery item to be repaired by a jeweller or goldsmith, we nevertheless advise against this. In designing its jewellery, TI SENTO is committed to maintaining high quality standards. Any alteration to the jewellery item means that TI SENTO no longer has control over the quality and the warranty will be cancelled.
We can imagine that, when it comes to jewellery with sentimental value, the owner often doesn’t want it to be replaced with another item. If your jewellery item has sentimental value, we can imagine that you do not want to have it replaced. We will, of course, still be able to repair it, but it will need to be returned to our production facility. Our repair team will restore your TI SENTO and make it appear as new again, but bear in mind that this could increase the repair period to a maximum of eight weeks.
We recommend against repairing or altering your TI SENTO jewellery item yourself or giving it to a third party to have it repaired. In designing its jewellery, TI SENTO is committed to maintaining high quality standards. Any alteration to the jewellery item means that TI SENTO no longer has control over the quality and the warranty will be cancelled.
Can I order separate parts for my jewellery item?
No, only complete items are available from the TI SENTO webstore. Separate parts such as stones, crystals, pearls, links or clasps are not available on the website and/or from our Customer Service department.
I have lost the earring backs of my earrings.
If you would like to order new earring backs, please contact our Customer Service department. Note that this applies only to items purchased directly from the TI SENTO webstore. When you order earring backs, you will be asked to provide details of the original order.
Can I also order just one earring or earring charm?
If you have lost an earring and would like to complete the set again by ordering a half pair of earrings, please contact our Customer Service department.
All TI SENTO jewellery is made from Sterling silver and produced for you with the greatest care. All TI SENTO jewellery is plated, giving the silver an added shine. In addition, the silver plating provides extra protection to the jewellery and protects silver jewellery against natural discoloration. There are a number of instructions you must follow to keep your jewellery in top condition.
The original TI SENTO packaging is perfect for storing your jewellery after you have worn it. If you prefer to store your TI SENTO jewellery item elsewhere, make sure you choose a place where it cannot get damaged. You should also bear in mind that individual jewellery items should not scrape against each other.
Polish your TI SENTO jewellery regularly with a soft cloth. You can clean it with a soft toothbrush, water and a small amount of mild washing-up liquid. After polishing your jewellery, you should rinse it carefully with water and dry it with a soft cloth. Never use any chemicals, scouring pads or other abrasives to clean your jewellery.
Discoloration of the silver is determined to some extent by the skin type of the person wearing the jewellery and the use of cosmetics. We recommend that you not put on your jewellery until any lotions you have applied have been absorbed into the skin and only after you have applied a fragrance.
Since jewellery should be kept away from water, we recommend that you remove all jewellery items before going to the gym or playing any other sport or swimming or applying fragrance, hair spray, soap and lotion.
In order to prevent the jewellery from breaking or otherwise getting damaged, we recommend that you only put on the jewellery after you get dressed and taking it off again before you remove your clothes.
Do not wear your TI SENTO while performing heavy work and avoid contact with hard surfaces in order to prevent scratching and other damage. This type of damage is not covered by the extensive warranty offered by TI SENTO.
Leather jewellery require special care. Since leather is a natural product, it may become slightly discoloured and the surface is vulnerable and easily damaged.
How can I have my jewellery cleaned and/or serviced?
If you have purchased your TI SENTO jewellery on our web shop, you can send your jewellery to our Atelier to be polished and plated if it is within the warranty period. Please fill out the repair form and follow the instructions listed on the form. Please note: This can take up to 10 weeks. If you have purchased your jewellery from a jeweller/retailer, please bring your jewellery back to this store for this service. If you have any questions, please contact our customer care team.
My jewellery item is broken
I have received a necklace without a clasp
Do I have a warranty on my TI SENTO jewellery?
How long will it take to have my item repaired?
My jewellery item has sentimental value but is broken.
The stone or pearl in my jewellery item is damaged. Can I repair it myself?
How do I keep my jewellery item looking its best?