At Poème, every piece is crafted with intention, artistry, and an unwavering commitment to excellence. We proudly stand behind the quality of our craftsmanship. Your jewellery is designed to be treasured for a lifetime — and our warranty reflects that promise.

 

Coverage

Our Lifetime Manufacturing Warranty applies to all Poème jewellery made in solid gold and/or platinum.
This warranty ensures that your piece has been created to the highest standards of structural integrity and craftsmanship.

 

What’s Covered

Our warranty protects you against manufacturing defects relating to the structure and craftsmanship of your jewellery, including:

• Porosity, surface pores, or blemishes in the metal.
• Uneven settings or structural issues caused during the manufacturing process.
• Chips or scratches in stones that are determined to have occurred due to a manufacturing fault (rather than wear).
• Rhodium plating stains present upon collection or at the time of delivery.

If a manufacturing defect is confirmed, Poème will repair or replace the affected part of your jewellery at no cost.

 

 

What’s Not Covered

Fine jewellery is delicate by nature, especially pieces worn daily such as engagement rings. Over time, all jewellery can show signs of general wear — this is normal and not indicative of a manufacturing issue.

Our Lifetime Manufacturing Warranty does not cover:

• General wear and tear
• Accidental damage (including chipped, scratched, or lost stones due to impact)
• Bent, broken, or worn-down claws from daily wear
• Discolouration caused by chemicals, swimming, cosmetics, or skincare products
• Mishandling or abusive use
• Theft or loss of the entire piece

Any damage resulting from wear, misuse, or accidents is not considered a manufacturing defect.

Our Lifetime Manufacturing Warranty is only valid with proof of purchase provided and if the jewellery has not been altered in any way.

 

How to Make a Warranty Claim

If you believe your piece may have a manufacturing defect:

1. Contact us at isabellazhang@poeme.co with your order details (Please attach the invoice you received from us when purchasing your ring)
2. Provide a clear description and photos of the issue, so our jewellers can assess the piece.
3. In some cases, we may ask you to bring or send the piece to our showroom for closer examination. Clients are responsible for shipping costs to and from our address. Please contact us before you send your jewellery back on your own, so we can be sure it arrives safely.
4. Our team will carefully evaluate the jewellery to determine whether the issue is covered under warranty.
5. We typically cannot repair or resize jewellery if it has been shipped outside of Australia, however, if a manufacturing defect is found, we will repair or replace your jewellery at no cost.

Repairs Outside of Warranty

If damage is not caused by a manufacturing defect, we are still here to help. Poème offers a range of repair services at a reasonable cost, including prong tightening, resizing, polishing, rhodium plating, and structural repairs.

Any flaws and/or damages outside of the Warranty and Lifetime Manufacturer Warranty will be assessed by our Team. Based on the evaluation, clients will be provided repair options (on a case by case basis) and a quote for the work. The client is responsible for all shipping fees incurred when sending the ring to and from Poème for repair.

Caring for Your Jewellery

To keep your piece in beautiful condition, we recommend:

• Removing rings during gym activities, lifting, manual work, gardening, or sleeping
• Avoiding exposure to harsh chemicals and abrasive surfaces
• Avoid swimming with your jewellery, in the pool or in the ocean.

Proper care will help ensure your heirloom can be passed down for generations.

 

International Repairs

We typically cannot repair or resize jewellery if it has been shipped outside of Australia, because it is not worth the risk to ship fine jewellery across borders for simple procedures that can be taken care of more safely and efficiently locally. However, if a manufacturing defect is found, we will repair or replace your jewellery at no cost.