Care & Warranty
Introduction
Silver is a living metal. It dulls, it brightens, it picks up the marks of being worn. This page tells you how to look after yours, what we stand behind, and how to reach us when something needs fixing.
Quick Answers
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Covered for 6 months Manufacturing defects - loose stones, failed solder, a clasp that gives way. Repaired or replaced, free.
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Free polishing, for lifetime - Send your piece back any time you own it and we'll restore the finish. No time limit.
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Tarnish isn't a fault It's what silver does - The cloth in your box fixes it in under a minute.
The LUXMÉ Promise
Every LUXMÉ piece is designed by us in Bulandshahr, made by hand by karigars our family has worked with for years, checked before it's packed, and stamped 925.
We guarantee every piece against manufacturing defects for 6 months from the date of delivery.
That means if something was wrong with how the piece was made, we fix it or replace it at no cost to you. Specifically:
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A stone comes loose or falls out of its setting under normal wear
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A solder joint separates
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A clasp, hook or spring mechanism fails
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Plating lifts or peels on a piece that has been worn normally
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Any manufacturing flaw that was present when the piece reached you
If we can repair it, we repair it. If it can't be repaired, we replace it with the same piece. If that piece is no longer in stock, we'll offer you an equivalent piece or a full refund — your choice.
You don't need the original packaging. You don't need a receipt if you ordered from us — we have your order. You do need the piece.
What isn't Covered
We'd rather be clear about this now than argue about it later.
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Tarnish. Sterling silver reacts with sulphur in the air. It darkens. This is chemistry, not a defect — and it's reversible with any cotton cloth in your household, or by sending the piece to us for free polishing.
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Scratches and surface wear. A piece you actually wear will collect marks. That's the point of owning it.
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Bending, snapping or distortion from impact. Dropping a ring, catching a chain on something, sleeping in earrings.
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Damage from chemicals. Perfume, hairspray, chlorine, saltwater, household cleaners, sanitiser.
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Loss or theft. Including a single earring from a pair.
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Work done by anyone else. If another jeweller has resized, repaired or re-plated the piece, the guarantee ends there.
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Normal loosening over years of wear on articulated pieces like chains and bangles.
Most of these we can still fix — we'd just charge you for it, at cost. Write to us and we'll quote before doing anything.
FREE POLISHING, FOR AS LONG AS YOU OWN IT...
This isn't a warranty term. It's a standing offer.
Send any LUXMÉ piece back to us, any time, in any condition short of destroyed, and we'll clean and re-polish it and send it home looking the way it did on day one. There is no time limit and no charge for the work.
You cover the cost of posting it to us. We cover the cost of posting it back. Turnaround is usually 7–10 working days once it reaches us, longer during wedding season.
We do this because a piece of silver should get better with age, not worse — and because we'd rather you wore it for twenty years than replaced it in two.
How To Make Claim Or Request A Polish
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Write to us first. Email care@luxme.co.in or WhatsApp +91 6360719283 with your order number, a photo of the piece, and a line about what's happened. Don't post anything before you hear back.
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We'll tell you what we think. Usually within one working day. If it's a manufacturing defect, we'll say so and it's free. If it isn't, we'll tell you honestly and quote the repair cost before you commit to anything.
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Post it to us. We'll give you the address and tell you how to pack it. Use a tracked service — we can't take responsibility for a parcel that never arrives.
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We fix it and send it back. You'll get a tracking number when it ships.
Caring For Your Silver
Four habits will keep a piece looking new for years.
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Last on, first off. Put your jewellery on after perfume, lotion, sunscreen and hairspray. Take it off before you shower, swim, exercise or sleep. Almost all avoidable damage happens in those moments.
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Keep it dry and covered. Air and humidity are what dull silver, far more than wearing it. Return each piece to its pouch or box between wears rather than leaving it out on a dresser. Storing pieces separately also stops chains tangling and harder stones scratching softer settings.
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Polish gently, and often enough. Use the cloth that came in your box. Slow, straight strokes — not circles, not pressure. Thirty seconds is usually enough. The more often you do it, the less there is to do.
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Never use toothpaste, baking soda, or household cleaners. Every one of these is abrasive. They will strip the finish permanently, and no amount of polishing brings it back. If a piece is badly tarnished, send it to us instead.
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A note on stones. Pieces set with cubic zirconia or coloured stones should never be soaked or put in an ultrasonic cleaner. Wipe the metal around the setting with the cloth and leave the stones alone.
About Our Silver
Every LUXMÉ piece is 925 sterling silver — 92.5% pure silver alloyed with 7.5% other metals, which is what gives it enough hardness to hold a shape and a setting. Pure silver on its own is too soft to wear. Every piece is stamped 925.
On hallmarking, honestly: BIS hallmarking for silver in India is currently voluntary, not mandatory. Our pieces carry the 925 stamp; they are not, at present, BIS-hallmarked with a HUID number. We'd rather tell you that plainly than let a stamp imply a certification it doesn't carry. If you'd like a piece independently assayed, we'll help you arrange it.
If and when BIS hallmarking becomes mandatory for silver, we'll comply and we'll say so here.
How This Relates To Returns
The guarantee on this page is separate from your right to return an order.
If you've simply changed your mind, that's a return — you have 7 days from delivery, and the piece must be unworn and in its original packaging. Full details are in our Return Policy.
If the piece is faulty, this page applies, and it applies for six months. Nothing on this page limits your rights under the Consumer Protection Act, 2019.
Contact Information
Care, repairs and polishing care@luxme.co.in · WhatsApp +91 6360719283 We reply within one working day.
Grievance Officer
Akshat Verma, Founder
SR Jewellers, Lal Kuan, Sarrafa Bazaar, Bulandshahr, Uttar Pradesh 203001
Email: grievance@luxme.co.in
Phone: +91 6360719283
We acknowledge complaints within 48 hours and resolve them within one month.
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