Warranty

At Sónter studio, we’re dedicated to creating jewellery you’ll treasure. If something isn’t quite right, our simple returns and warranty policy is here to ensure you feel confident and cared for with every purchase.

Warranty Coverage

Our warranty covers defects in material or workmanship for 12 months from the date of purchase. If you experience any of the issues listed below, we will gladly offer a repair, replacement, or refund — depending on the circumstances.

This warranty is provided in addition to your rights under Australian Consumer Law, which includes certain guarantees for goods sold in Australia.

What is Covered:

• Manufacturing Defects: Issues such as broken clasps, links, chains, or faulty mechanisms caused by manufacturing flaws.
• Stones and Gems: Loose, missing, or improperly set stones due to production errors.
• Engraving Errors: Mistakes made during the production of custom engravings.
• Broken Chains or Clasps: Failures resulting from manufacturing defects.

What is Not Covered:

• Normal Wear and Tear: Scratches, dents, tarnishing, and discolouration from regular use. Tarnishing is a natural process, especially with sterling silver and brass, and is not considered a fault.
• Accidental Damage: Damage due to accidents, misuse, or neglect (e.g. dropping the item or applying excessive force).
• Improper Repairs or Alterations: Any issues caused by third-party repairs or alterations not authorised by Sónter Studio.
• Loss or Theft: Items that are lost, stolen, or misplaced are not covered.
• Earrings and Personal Items: For hygiene reasons, earrings and other body jewellery are not eligible for return, exchange, or warranty claims unless deemed defective.

Warranty Claims Process:

1. Contact Us: To initiate a claim, please email our team at hello@sonterstudio.com with your order number, a description of the issue, and clear photos of the item (if possible).
2. Review and Assessment: Our team will review your claim to determine if the issue is covered under warranty.
3. Return of Item: If required, we’ll provide return instructions. For domestic claims, we cover the cost of return shipping. International customers are responsible for return shipping costs.
4. Repair or Replacement: If the item is found to be defective, we will repair or replace it free of charge. If a replacement is unavailable, we’ll issue a full refund.