TOCARA LIMITED WARRANTY
If we completely didn’t hit your shine metre, don’t worry; you have 30 days from the delivery date to return it for something else or we’ll take it back.
For exchanges (within 30 days)
Exchange offered within 30 days from the shipping date.
Shipping & handling charges are at the expense of the Customer for any return. Initial charges of shipping are not refundable (unless the item is faulty).
All products must be unworn in the original packaging (including tag on ring). For hygienic reasons, earrings or any piercings cannot be exchanged or refunded unless faulty.
A copy of the invoice (or order#) must accompany the refund/exchange
All items are subject to inspection.
Free bracelet gift (or any other promotional free gift) is not eligible for refund or exchange.
If your purchase was a set (example 3-piece bracelet), the complete set must be returned in order to complete your refund or exchange
For refunds (within 14 days)
Unwanted items must be returned within 14 days of delivery for a full refund.
Should a purchased item go on special sale price during your 30-day return/exchange period, a price adjustment cannot be issued for the same item or any other sale item and our regular return and exchange process applies.
To exercise your right of cancellation, you must give written notice to Tocara email: [email protected] or post: Tocara UK Ltd, Hillhampton House, Hillhampton, Great Witley, Worcester, Worcestershire, United Kingdom, WR6 6JU or email. You have the right to cancel the contract for the purchase of any item within 14 working days of delivery for a refund or exchange, provided the goods are in a new, unworn, and resaleable condition. For hygiene reasons, we cannot accept any returns on earrings, unless faulty. If you exercise your right of cancellation after the goods have been delivered to you, you will be responsible for returning the goods to the Supplier at your own cost (unless we delivered the goods in error or if the goods are damaged or defective when delivered). The goods must be returned to: You must take all reasonable care to ensure the goods are not damaged in the meantime or in transit. Once you have notified the Supplier that you are cancelling the contract, and provided the goods have been received in an acceptable condition, the Supplier will refund or credit you within 30 days for any sum that has been paid by you or debited from your credit card or other account for the goods.
To fulfil your refund or exchange
Refunds or exchanges will be issued upon receipt of the product by us and only after the returned items have been inspected by Tocara. Once the refund or exchange process has been initiated with our Customer Service department, the Customer has 14 days to ship the items for Tocara to complete the refund/exchange process. If the item(s) is faulty Tocara will refund the shipping costs upon proof of a receipt.
It is the Customer’s responsibility to use proper shipping and packing materials to protect the jewellery being returned (we suggest using a padded envelope and a box). Tocara is not responsible for lost or misdirected mail. Items lost in shipping or damaged due to improper packaging will not be refunded or exchanged. For returning an item to refund, we recommend using a shipping service with tracking.
Email your request to:
[email protected] to initiate your refund or exchange (please include the order #which is located at the top right of the invoice, your name & phone number and a brief description of how we can assist you). Without a copy of the invoice (or order#), we cannot process your request.
LIMITED WARRANTY (after 30 days)
Our limited warranty ensures that any manufacturer error will show itself well before this time, which we will be happy to repair! Every piece is constructed with the utmost of care, using the highest quality materials. We pride ourselves on having an almost non-existent design flaw rate.
We offer a warranty against all manufacturing defects and craftsmanship related deficiencies.
Our warranty does not cover damage due to normal wear such as the wearing of metal, stone damage or breakage due to wear, neglect or accidental damage or loss, attempted repairs, tarnishing, or failure to follow care instructions. Have your jewellery inspected regularly to prevent stone loss, as with regular wear, settings can become loose over time. Please note that alterations made by a third-party other than Tocara will void the warranty.
After 180 days of purchase:
Jewellery with a manufacturing defect may be replaced. Shipping & handling fees of returning the item(s) to Tocara are the responsibility of the Customer.
In order to process your return
Email your request to:
[email protected] to initiate your return (please include the order # which is located at the top right of your invoice, order date, item# and description of the issue, your name & phone number). Without an invoice (or order#), we cannot process your request. Please do not return any jewellery without emailing the request first.
Item(s) ordered with Host Jewellery Credit: If the item cannot be exchanged or replaced, a merchandise credit coupon will be given.
Products that are received damaged or defective will of course be replaced (with the same item). Email your request within 30 days to:
Once the exchange process has been initiated with our Customer Service department, the Consultant has 30 days to ship the items for Tocara to complete the exchange process (the postage will be refunded). Use proper packaging material. Tocara is not responsible for lost or misdirected mail. Items lost in shipping or damaged due to improper packaging will not be exchanged.
Consultant samples and boutique accessories such as pens, sunglasses, scarves, bags, hats, masks, jewellery display items, etc. are not covered by the warranty
Manufacturing Defects covered by the Tocara Limited Warranty:
Most manufacturing defects have to do with the casting of the piece or the type of adhesive that was used (in some cases). Most manufacturing defects will show up quickly, usually within the first month of wear as the structure of the jewellery piece is compromised. Fine jewellery is made of strong, durable materials but is not indestructible or maintenance free. The most common damage to fine jewellery is through wear and tear. Gold and silver can indent and bend, prongs can be pulled, stones can break or chip and fall from their settings if proper wear and care are not being taken.
Here are some examples of jewellery issues not considered to be a manufacturing defect:
Bent, worn or caught prongs causing a stone to fallout (or causing the ring to bend out of shape).
Items that are plated (ex: rhodium, rose gold) will dissipate with time. This is a result of wear and tear that could vary on various conditions there by determining the longevity of the plating or coating.
Discoloration due to exposure to chemicals, makeup, swimming pools, hot tubs, or bathing.
Tarnishing is a natural chemical reaction. Light to moderate tarnishing can be easily removed (for example using mild soap and water and a soft cloth or with a polishing cloth).
Damage caused by repair, sizing, cleaning or other services performed by someone other than Tocara.
A chain, necklace, anklet or bracelet that splits apart in the middle.
Dispute resolution: In accordance with our aim of total customer satisfaction, we will acknowledge any complaint within 24 hours and will seek to resolve this as soon as possible thereafter. Any consumer who is still not satisfied may contact the Direct Selling Association which operates a dispute resolution service. For details of this and of the DSA’s Codes of Practice contact the DSA at PO Box 1682, Unit 14, Northampton NN1 9NG, tel 01604 625700 or visit the DSA website: www.dsa.org.uk