Eternity's Touch

Warranty

The warranty does not cover pieces that have engraving errors made by the customer, pieces that are discolored due to environmental factors, pieces that are discolored due to allergic reactions, pieces that have been abused or neglected by the customer, or worn rhodium plating due to use. We also offer a Restoration Plan for products outside of the warranty period, or for those items that do not qualify for a Warranty claim. Additionally, outside of the first year, repairs to damage or worn pieces will be quoted based on standard jewelry repair costs.

Due to the personal nature of our keepsakes, we do not accept returns for refunds. We are happy to render any adjustments to your piece for a fee to cover our labor costs, such as a change to an engraving, a stone swap, or plating.

Examples of defects covered by our warranty include, but is not limited to:

• Product defects
  • Broken bail
  • Crack in metal
  • Broken ring band
• Internal errors
  • Incorrect engraving
  • Incorrect font style
  • Incorrect orientation (as per order preview)

Examples of defects not covered by our warranty include, but is not limited to:

• Order entry errors
  • Incorrectly selected product
  • Engraving errors made by the customer
  • Providing the incorrect Secure PIN
• General use
  • Allergic reactions
  • Discoloration due to environmental factors
  • Neglect or abuse

If you believe you might be allergic to a specific metal, we recommend you consider our alternative metal offerings such as surgical stainless steel or allergen-sensitive sterling silver.

Repair / Replace

Upon receipt of your product, we will perform an assessment to determine if the item can be repaired. This assessment, at our discretion may be determined before the product is shipped back. If the item submitted cannot be repaired and it qualifies under warranty it will be replaced with no cost to the customer. If the item is outside of warranty or does not qualify under warranty you will be contacted to discuss next steps. If the product you originally ordered is not available, such as it has been discontinued, we, at our discretion, may select an alternative product of equal or greater worth for replacement. Items returned outside of warranty for repair will be required to be returned and sent at the customers expense, items that qualify for warranty will be provided a waybill for return. We recommend using a courier or traceable post for all returned products.

Please note keepsakes that have chains of alternate metals applied, or changed from the ones provided, along with any work done i.e. cleaning, polishing, adjusting etc by a third party jeweler will void any warranty. If you have concerns with your Keepsakes or would like adjustments made, please reach out to us first to coordinate with our in house goldsmith to avoid any damage to the keepsake itself or any of the fingerprint or additional personalization.

Gold Vermeil Collection

Eternity’s Touch Vermeil items are crafted from a solid .925 sterling silver base finished with a thick layer of gold plating. This composition offers the refined beauty of gold with thoughtful accessibility.

*Please note this Vermeil Gold plating is not Nickel Free, so unlike pure 10K or 14K Gold this is not Allergen Sensitive.

Unlike our 10K and 14K solid gold collections, Vermeil jewelry features a surface-applied gold finish. While luxurious in appearance, this finish requires intentional care to preserve its brilliance over time.

All Vermeil items are protected by a one (1) year manufacturer’s warranty from the original date of purchase.

Examples of defects covered by our manufacturer’s warranty include, but is not limited to:

• Product defects
  • Broken bail
  • Crack in metal
  • Broken ring band
• Internal errors
  • Incorrect engraving
  • Incorrect font style
  • Incorrect orientation (as per order preview)

Examples of defects not covered by our manufacturer’s warranty include, but is not limited to:

• Order entry errors
  • Incorrectly selected product
  • Engraving errors made by the customer
  • Providing the incorrect Secure PIN
• General use
  • Natural wear, fading, or thinning of gold plating
  • Allergic reactions or tarnishing of the sterling silver base
  • Discoloration due to environmental factors
  • Neglect or abuse
  • Scratches, dents, abrasions, or impact damage
  • Damage caused by moisture, sweat, chemicals, perfumes, or lotions
  • Improper cleaning or third-party alterations

Gold plating is considered a consumable finish. Variations in wear are influenced by frequency of use, skin chemistry, environment, and adherence to care instructions. Surface wear is not considered a manufacturing defect.

By purchasing a Vermeil product from Eternity’s Touch, the customer acknowledges understanding of:

• The compositional difference between Vermeil and solid gold pieces
• The Gold Plated Vermeil is not Nickel Free
• The required care standards necessary to preserve gold plating
• The natural wear characteristics of plated jewelry
• The service fee requirement for Replating of Vermeil Items under our Lifetime Restoration service (See Restoration Plan & Submitting Item for Restoration)

Serenity Collection items

With the nature of the glass used to craft these items, they are able to be included into our standard warranty as listed above. Please follow the above steps for any warranty claims for repair to a Serenity Collection Pendant, Pebble or Sphere.

Serenity Swirl Collection

Unfortunately, this collection is crafted from a different style of glass then the standard Serenity Collection and these items are considered fragile, and non-repairable.

Each of these items is hand crafted, and there can be some minor variability from catalog photos, or from piece to piece. However, we do stand behind our products so if you are not satisfied please reach out to us. Although we are unable to melt these items down to attempt repair, if you have access to additional remains and it is approved based on your Warranty claim we would be happy to re-craft the item for you.

Memorial Diamond Collection

In collaboration with Algoradanza Remembrance Diamonds this unique collection brings both the beauty and timelessness of precious metals and diamonds together. A unique representation of the personal memorialization of fingerprint jewelry, and the physical representation of your loved one in diamond form crafted from your loved ones cremated remains (or hair) makes this a truly one of a kind keepsake.

This unique collection does include the use of prongs to firmly secure your memorial diamond, into the bail of your chosen keepsake within this collection. With the nature of these keepsakes, we do suggest you thoroughly inspect the item upon its arrival. We take great care in the quality and craftsmanship of your item, and we provide a 1 Year Manufacturer Warranty for our items to be free from defects.

If upon initial receipt and inspection of your Memorial Diamond Collection item you feel like the precious metal components are not of quality or contain damage, we ask you to contact us immediately for repair.

Product defects for this collection can include, but are not limited to:

• Broken or damaged prong (advised within 48 hours of receipt)
• Any cracks in the metal itself (pendant portion)

Internal errors for this collection can include, but are not limited to:

• Incorrect engraving
• Incorrect font style
• Incorrect orientation (as per order preview)

Examples of defects not covered by our warranty include, but is not limited to:

• Order entry errors
  • Incorrectly selected product
  • Engraving errors made by the customer
  • Providing the incorrect Secure PIN
• General
  • Allergic reactions
  • The discoloration of the precious metals caused by chemicals, make-up, immersion in pools and hot tubs, or bathing
  • Wear to the metal or prongs over time
  • Prongs catching, wearing out, or bending over time due to everyday wear or normal damage, allowing a diamond/gemstone to fall out
  • The loss of a diamond/gemstone caused by damage from everyday wear or from other damage
  • Neglect or abuse

Warranty also excludes coverage for wear and tear, loss of diamonds/gemstones, product loss, or theft. Coverage also excludes damage or loss caused by a failure to have a third party complete preventative inspections of the material and prongs every 6 months, or to obtain the repairs required to preserve the integrity of the jewelry.

Nothing in the above warranty is intended to exclude or restrict the consumer's rights under applicable law.

Making a warranty claim

We’re truly sorry that you’ve experienced a difficulty with your keepsake. Please know that we take great pride in the quality and meaning behind every piece we create, and we are committed to making this right for you.

To process your Pendant under Warranty please enter your Secure PIN at www.eternitystouch.com, or if your item was placed directly through the Funeral Home please contact them to submit on your behalf.

Once your Secure PIN is entered you will want to navigate to Care Items and complete your order for Warranty Item. If you have a standard item, which are any items not Gold Plated Vermeil you will choose Warranty – Standard, and if your item is Gold Plated Vermeil you will choose Warranty – Vermeil. You will then be asked for your Name, Shipping Address, Email, Phone Number, Original Order #, number of items being submitted, and to select and describe in further details what you would like addressed under Warranty.

You will then process your Paperwork and an Agent will review and advise within 72-Hours if your item Qualifies. If your item qualifies Paperwork with the details provided and a corresponding WS-RA# for standard items, or WV-RA# for Vermeiled Items will be issued and a Return Waybill will be supplied at no cost to you to send the items back to have the Warranty concerns addressed. If we feel repair of the concern(s) will not be possible, a replacement will be sent at no cost.

If it is determined that your item does not qualify under Warranty, the Agent will reach out with advisement to submit your item under Lifetime Restoration. Through this you will process a similar form, however, basic fees will be collected for the service. For further details on this Care Item please see below to Lifetime Restoration & Submitting for Restoration.

Restoration plan

We understand that your keepsake is important to you, and your memory of your loved one. That is why we developed a plan to restore your pendant purchase after long-term wear to keep its luster and beauty for years. We also have care instructions that help you maintain the luster of your purchase.

To process your Pendant for our Restoration Plan please enter your Secure PIN at www.eternitystouch.com, or if your item was placed directly through the Funeral Home please contact them to submit on your behalf.

Once your PIN is entered you will want to navigate to Care Items and complete your order for Lifetime Restoration. If you have a standard item, which is any item(s) not Gold Plated Vermeil you will choose Lifetime Restoration – Standard, and if your item is Gold Plated Vermeil you will choose Lifetime Restoration – Vermeil. You will then be asked for your Name, Shipping Address, Email, Phone Number, Original Order #, # of items being submitted, and to select and describe in further detail what you would like addressed during Restoration.

You will then be sent to process your to and from shipping payment, which is the only fee associated with restoring your standard Keepsakes. If you are submitting for a Lifetime Restoration of a Vermeil item, there will be the Re-Plating Fee based on previous order and/or pendant and chain replating choices, and the associated to and from shipping fees.

Once submitted you will be emailed a copy of your Restoration form with corresponding LRS-RA# for standard items, or LRV-RA# for Vermeiled items. With this print and use the sent PDF return waybill also attached to the email to send your items back to us.

* Please note some items do not qualify for Restoration. Such items may include but are not limited to titanium, stainless steel, knives, lighters, golf ball marker & divot tool, leather items, and guitar picks. If you do have concerns about one of these items please do contact us, and we will assess your case to see how we can help.

Once the item(s) arrives back to our facility we will confirm that it can in fact be restored. Any concerns and we will contact with next steps, and credits if necessary.

Restoration for standard items include:

• All engraving restorations, if required
• Jewelry cleaning
• Rhodium plating for sterling silver and white gold products

Restoration for Vermeil Items include:

• All engraving restorations, if required
• Inspection and structural assessment
• Deep cleaning and surface preparation
• Full gold re-plating (re-vermeiling)