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Repair Terms & Conditions


Effective July 22,2025  

PLEASE READ THESE TERMS CAREFULLY BEFORE USING THIS SITE AS THEY AFFECT YOUR LEGAL RIGHTS. THESE TERMS CONTAIN A BINDING ARBITRATION AGREEMENT THAT LIMITS YOUR RIGHTS TO BRING AN ACTION IN COURT, BRING A CLASS ACTION, AND HAVE DISPUTES DECIDED BY A JUDGE OR JURY, AS WELL AS PROVISIONS THAT LIMIT OUR LIABILITY TO YOU. 

You (referred to herein as “Customer”) accept and agree to be bound by these Mail-In Repair Terms & Conditions (“Terms”) as a participant in the service provided by Jewelry Repair Direct by Kay (“Jewelry Repair Direct by Kay”) by purchasing the Services through the Jewelry Repair Direct by Kay website.  The Jewelry Repair Direct by Kay website establishes a convenient method to submit jewelry, watches and timepieces (“Jewelry”), for repair (“Services”). These Terms are in effect at all times. By using the website or Services, including but not limited to visiting or browsing the website, registering an account, checking out, contributing content to the Services, applying, mailing Jewelry, Customer accepts and agrees to be bound and abide by these Terms, the website Terms of Use and our Privacy Policy.  

1. Service Limitations

1.1 Excluded Items and Services. The Service is not available for the following items: items valued over $10,000, heirloom/priceless items, rings that need to be adjusted more than two sizes up or down, items made of alternative metals (i.e. brass, titanium, etc.), fracture-filled or treated diamonds, costume jewelry, and any other items as determined in Jewelry Repair Direct by Kay’s sole discretion based on any factors Jewelry Repair Direct by Kay desires, or no factors at all. Jewelry Repair Direct by Kay is not responsible for damage resulting from Customer’s failure to accurately describe Jewelry. For a list of of Excluded Items and Services click here.  

1.2 Service Agreements or Warranties. Jewelry covered by extended service agreements or warranties, including Zales Diamond Bond, Lifetime Protection Plans, Lifetime Diamond and Gemstone Guarantee, and Lifetime Diamonds Commitment (Programs) require Customer to bring the Jewelry in-store for repairs. In the event Customer mails in an item covered by these Programs for repair through the Service, the repairs will not be covered under the Programs and Customer will be required to pay for the cost of the Service. If you wish to obtain service pursuant to the Programs, please follow the instructions pursuant to the specific Program. 

1.3 Manufacturers' Warranties. Jewelry, watches and timepieces covered by manufacturers’ warranties require Customer to contact the manufacturer. Jewelry Repair Direct by Kay makes no representation that any Services performed by Jewelry Repair Direct by Kay will be covered by manufacturers’ warranties or that any Services performed by Jewelry Repair Direct by Kay will not void the terms of any manufacturers’ warranties. Customer is solely responsible for complying with any applicable manufacturers’ warranties. 

1.4 Design and Intellectual Property Rights.  Jewelry Repair Direct By Kay may not produce or re-create Jewelry or inscriptions that infringe the rights of a third-party. This includes but is not limited to the unauthorized reproduction of cartoon characters, logos, insignias, seals, symbols, emblems, or identifiers of sports teams, businesses, colleges/universities, and military branches. You may not use the Service to create Jewelry that is a copy of a design, picture, logo, etc. that was created by or is owned by a third person, without that person’s express permission. 

 2. Service Location. Offers and Services are exclusively available to Customer located in the United States. Jewelry Repair Direct by Kay does not ship to international addresses or do business with those outside the United States. 

3. Services

3.1 Flat Rate Services. Customers may select from a list of flat rate service packages (“Flat Rate Services”) online at www.jeweleryrepairdirect.com. Customers must purchase and pay for the Flat Rate Services and Shipping in advance by proceeding through the Checkout process. Upon receipt of the Jewelry , Jewelry Repair Direct by Kay will inspect the Jewelry and confirm the selected Flat Rate Services can be performed by Jewelry Repair Direct by Kay. Jewelry Repair Direct by Kay reserves the right to refuse any Service at its sole discretion. In the event that Jewelry Repair Direct by Kay refuses to perform the Flat Rate Services, Jewelry Repair Direct by Kay will inform Customer and Customer may elect to a) have the Jewelry returned or b) Customer may request Quoted Services as set forth in Section 2.2. 

3.2 Quoted Services. Customers may select quoted services (“Quoted Services”) if the desired Service is not available as a Flat Rate Service. Customers must proceed through the Checkout to purchase Shipping. Customer will not be charged for Quoted Services until the Quote is accepted as set forth in Section 6.2. Jewelry Repair Direct by Kay reserves the right to refuse any Service at its sole discretion. 

4. Stone and Finish Disclosures

4.1 Replacement Stone Disclosures. Variance from one stone to the next is to be expected. The carat weight of diamond and gemstones are approximate and may vary from one another.  The appearance of stones may also vary in texture, color, veining, and pattern.  Purchasing our Services implies that you acknowledge that stones vary in pattern, texture, weight, and color. The actual stones delivered may differ from the picture(s) shown. 

4.2 Gemstone Disclosures. Gemstones may have been subject to an enhancement process or treatment (e.g. heating, oiling, diffusion, waxing, etc.). This treatment may not be permanent and may require special care. 

4.3 Diamond Total Weight Disclosures. Diamond Total Weights are approximate. View Variance Chart.

4.4 Finish Disclosures. Items that are electroplated with rhodium or finished with an e-coating may wear off with frequent use.  

5. Checkout. Customer must provide a valid name, mailing address, email address, and phone number (“Contact Information”). By including the Contact Information, Customer agrees to accept mail, email and phone calls regarding requested Services or other information. Any loss or liability arising out of Customer’s failure to provide valid, correct and working Contact Information and/or Payment Information are the sole responsibility of Customer. Customer accepts all risk and responsibility for any loss arising out of an error in the Contact Information. Further, Customer is required to provide a complete and accurate description of the Jewelry Customer wishes to repair including but not limited to; declared value (not to exceed $10,000) of the Jewelry, a description of the setting or Jewelry item, a description of any diamonds or other stones, and photos of the Jewelry. Once submitted, Jewelry Repair Direct by Kay will review the information and reach out to Customer for further clarification, if needed.   

6. Shipping

6.1 Shipping Information. Customer must purchase shipping via UPS through www.jewelryrepairdirect.com. Jewelry must be picked up by UPS or dropped off at a staffed UPS location, Jewelry Repair Direct by Kay is not responsible for packages that are dropped off at drop-boxes. We recommend that Customers obtain a printed receipt with tracking number to prove the parcel was received and scanned by UPS and photograph the contents of the package prior to shipping. 

6.2 Optional Shipping Insurance. Insurance coverage is offered through UPS Capital Insurance Agency, Inc., a licensed insurance producer. If you elect protection for your shipment, it will be insured under a policy of insurance (the “Policy”), but you are not an insured under the Policy. In the event of a loss covered under such Policy, any resulting claim payment will be directed to you as a loss payee.  All insurance-related information is provided by UPS Capital and does not in any way alter or amend the terms, conditions, or exclusions of the Policy.  Insurance coverage is not available in all jurisdictions or on all shipments. For more information see UPS Capital Insurance Agency Privacy Policy and Insurance Terms & Conditions.  

6.3 Packaging Instructions. It is Customer's responsibility to securely package Jewelry and take photographs of the Jewelry and package(s) prior to shipping. Customer assumes all risk of loss or damage until the Jewelry is delivered to Jewelry Repair Direct by Kay and acknowledged by Jewelry Repair Direct by Kay in an email to Customer. Jewelry Repair Direct by Kay reserves the right, in its sole discretion, to reject delivery of any mail, envelope or package which appears to be damaged, opened, or tampered with, and to return such mail, envelope or package to the customer. Jewelry Repair Direct by Kay shall have no liability to any Customer for any such attempted delivery or return of such items. 

6.4 Shipping Protection Claims. Customers must submit all shipping claims through the UPS Claims Portal. Shipping claims cannot be handled through Jewelry Repair Direct by Kay customer service.  

6.5 Failure of Address. In the event Jewelry Repair Direct by Kay ships the Jewelry to the address specified by Customer and receives the shipment back as undeliverable or for any other reason, the return shall be considered an “Address Failure.” In the event of an Address Failure, Jewelry Repair Direct by Kay will make “Reasonable Efforts” to call or email one time based on the Contact Information to obtain a new address.  Jewelry Repair Direct by Kay may, but has no obligation to, look up or find additional Contact Information.  Any address information provided in response to this inquiry shall be deemed to be valid and Customer assumes all risk that an address provided by this process is wrong. After sixty (60) days following an Address Failure and Reasonable Efforts, repair shall be considered abandoned by Customer who authorizes the store to dispose of such property as necessary without prior authorization of compensation of any form. 

 7. Inspection of Jewelry. Jewelry Repair Direct by Kay will acknowledge receipt of the Jewelry in an email to Customer. Jewelry Repair Direct by Kay will inspect and verify the condition of the Jewelry. Jewelry Repair Direct by Kay assumes no liability for any damage that may have existed prior to Jewelry Repair Direct by Kay receiving the Jewelry or for damage resulting from inadequate packaging during transit. Jewelry Repair Direct by Kay will make reasonable efforts to notify Customer of any existing damage or abnormalities observed upon receipt of the Jewelry.  

8. Quote Process.

8.1 Quote. Jewelry Repair Direct by Kay may submit a quote for cost of the Services (“Quote”) to Customer by sending an email or other communication to Customer’s Contact Information in Jewelry Repair Direct by Kay’s sole discretion based on any factors Jewelry Repair Direct by Kay desires, or no factors at all. If Jewelry Repair Direct by Kay fails to submit a Quote or declines to provide services, Customer's sole remedy shall be to demand the return of the Jewelry. Jewelry Repair Direct by Kay may elect to decline to provide services, in Jewelry Repair Direct by Kay’s sole discretion based on any factors Jewelry Repair Direct by Kay desires, or no factors at all, in which case J Jewelry Repair Direct by Kay will advise the Customer and Jewelry Repair Direct by Kay’s sole obligation will be to return the Jewelry. A Quote is valid for 15 business days, unless withdrawn or extended in Jewelry Repair Direct by Kay 's sole discretion. During the period the Quote is valid, the Customer can accept the Quote or reject the Quote. While you may contact Jewelry Repair Direct by Kay to obtain more information about the quote, Jewelry Repair Direct by Kay will not perform re-estimates, nor will it consider requests for partial repair. 

8.2 Accepting a Quote. To accept the Quote, Customer must approve the Quote online and complete the transaction with an acceptable payment method. Jewelry Repair Direct by Kay will not begin performing Services until the Quote is accepted and the payment is made in full.  

8.3 Rejecting a Quote. If Customer rejects the Quote, Jewelry Repair Direct by Kay will return the Jewelry with no further obligation.  If Customer fails to accept the Quote or reject the Quote, then Jewelry Repair Direct by Kay may either: (a) extend the Quote for an additional period or (b) return the Jewelry to the address provided in the Contact Information with no further obligation. Customer may demand return of the Jewelry at any time before Services are performed and Jewelry Repair Direct by Kay’s sole obligation at that point will be to return the Jewelry. If at any time, Jewelry Repair Direct by Kay ships the Jewelry to the address provided by Customer in the Contact Information, that shall be considered to be full satisfaction of all of Jewelry Repair Direct by Kay’s obligations and Jewelry Repair Direct by Kay shall have no further obligation. 

 9. Limited Repair Warranty.

9.1 Watches & Time Pieces. The service(s) performed on watches and time pierces are warranted to be free of defects in the material and/or workmanship for six (6) months from the date the Customer receives the item. If defects in material and/or workmanship should occur, Jewelry Repair Direct by Kay will make the necessary adjustments to correct the original service(s). Customers should email care@jewelryrepairdirect.com and include their original order number, a description of the issue and an image. All other warranties are expressly disclaimed.   

9.2 Jewelry. The service(s) performed on Jewelry, excluding watches and time pierces, are warranted to be free of defects in the material and/or workmanship for one (1) year from the date the Customer receives the item. If defects in material and/or workmanship should occur, Jewelry Repair Direct by Kay will make the necessary adjustments to correct the original service(s). Customers should email care@jewelryrepairdirect.com and include their original order number, a description of the issue and an image. All other warranties are expressly disclaimed.   

 10. Risk of Loss or Damage. Customer maintains all risk of loss or damage until receipt of the Jewelry is acknowledged by Jewelry Repair Direct by Kay in an email to Customer. Jewelry Repair Direct by Kay may take pictures or video of Jewelry upon receipt.  The picture or video is presumed to show the Jewelry as received by Jewelry Repair Direct by Kay. You agree that your sole remedy for losses that occur during shipment is to process a claim with UPS. 

11. Limitations of Liability. By agreeing to these Terms and/or engaging in the Services with Jewelry Repair Direct by Kay, Customer agrees and understands that the legal limit of Jewelry Repair Direct by Kay's liability to Customer for any claim, lawsuit, action, dispute, controversy or other matter Customer may assert against Jewelry Repair Direct by Kay for the lost, damaged, or destroyed Jewelry shall not exceed the lesser of the declared value subject to substantiation of the fair market value of the items as determined by Jewelry Repair Direct by Kay or $10,000 per transaction in replacement merchandise of like or similar value. Customer agrees and understands that Jewelry Repair Direct by Kay will not be liable for (a) any  indirect, incidental or consequential damages (including without limitation, damages resulting from loss of use, loss of profits, interruption or loss of business, lost goodwill, lost revenue and lost opportunity) arising out of any of the terms or conditions or with respect to any performance hereunder. No compensation shall be provided for sentimental value, labor to recreate the Jewelry piece, or other alleged general damages.  The foregoing limitation of liability and exclusion of damages applies even if a party had or should have had knowledge, actual or constructive, of the possibility of such damages. The foregoing limitation of liability and exclusion of damages shall apply whether a claim is based on breach of contract, breach of warranty, tort (including negligence), product liability, strict liability or otherwise. IF ANY JEWELRY IS LOST OR DAMAGED, I UNDERSTAND THAT I WILL RECEIVE REPLACEMENT MERCHANDISE OF LIKE OR SIMILAR VALUE UP TO AND NOT EXCEEDING THE LESSER OF THE DECLARED VALUE SUBJECT TO SUBSTANTIATION OF THE FAIR MARKET VALUE OF THE ITEMS AS DETERMINED BY JEWELRY REPAIR DIRECT BY KAY OR $10,000 PER TRANSACTION. 

 12. No further obligation. If Jewelry Repair Direct by Kay follows the procedures in these Terms, Jewelry Repair Direct by Kay shall have no other obligation to Customer or any other person. 

 13. Agreement to Arbitrate Disputes

PLEASE READ THIS SECTION AND LINKED TERMS CAREFULLY. IT MAY SIGNIFICANTLY AFFECT YOUR RIGHTS, INCLUDING YOUR RIGHT TO FILE A LAWSUIT IN COURT OR TO PURSUE CLAIMS IN A CLASS OR REPRESENTATIVE CAPACITY. THESE TERMS CONTAIN A BINDING ARBITRATION AGREEMENT THAT LIMITS YOUR RIGHTS TO BRING AN ACTION IN COURT, BRING A CLASS ACTION, AND HAVE DISPUTES DECIDED BY A JUDGE OR JURY, AS WELL AS PROVISIONS THAT LIMIT OUR LIABILITY TO YOU. Any disputes relating to these Terms and/or our Services will be resolved per the Disputes Section in JEWELRY REPAIR DIRECT BY KAY’s online Terms of Use.  

 14. Updates to these Terms. Jewelry Repair Direct by Kay may revise, update, modify, or discontinue any part of these Terms of Use, in whole or in part, at any time, by posting revised terms on the website. Jewelry Repair Direct by Kay will notify Customer of such changes by posting the modified version on our website and indicating the date it was last modified, and, if the changes are significant, Jewelry Repair Direct by Kay will provide a more prominent notice (including by email in certain instances). The date these Terms & Conditions were last modified is at the top of this page.  


 15. Contact Us. If you have any questions or comments about these Terms or the Service, please contact us at care@jewelryrepairdirect.com.