Learn about our 1-year warranty covering manufacturing defects and how to request a replacement.

<div style="max-width: 800px; margin: 0 auto; padding: 40px 20px; color: #1c1c1c; line-height: 1.6;"><h1 style="font-size: 24px; font-weight: 600; text-transform: none; letter-spacing: -0.5px; margin-bottom: 30px; color: #1c1c1c; text-align: left;" id="my-item-is-faulty-what-should-i-do">My Item Is Faulty, What Should I Do?</h1><p style="font-size: 16px; line-height: 1.8; margin-bottom: 25px; text-align: left;">We&apos;re sorry to hear you&apos;re experiencing an issue with your jewellery. We stand behind the quality of our pieces.</p><div style="background: rgb(237, 232, 227); padding: 20px; margin: 30px 0px; border-left: 3px solid rgb(106, 106, 106);"><p style="font-size: 16px; line-height: 1.8; margin-bottom: 0; text-align: left;"><strong style="font-weight: 600;">1 YEAR WARRANTY</strong><br>Manufacturing defects like breakage are covered and we&apos;re committed to replacing these quickly at no cost.</p></div><h2 style="font-size: 18px; font-weight: 600; text-transform: none; letter-spacing: -0.5px; margin-top: 40px; margin-bottom: 20px; color: #1c1c1c; text-align: left;" id="whats-covered">What&apos;s Covered</h2><p style="font-size: 16px; line-height: 1.8; margin-bottom: 15px; text-align: left;">Our warranty covers manufacturing defects including:</p><ul style="margin-top: 10px; margin-bottom: 25px;"><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Faulty clasps or closures that break</li><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Stones falling out due to faulty setting</li><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Chain breakage under normal use</li><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Jump rings opening or breaking</li></ul><h2 style="font-size: 18px; font-weight: 600; text-transform: none; letter-spacing: -0.5px; margin-top: 40px; margin-bottom: 20px; color: #1c1c1c; text-align: left;" id="whats-not-covered">What&apos;s Not Covered</h2><p style="font-size: 16px; line-height: 1.8; margin-bottom: 15px; text-align: left;">The warranty does not cover:</p><ul style="margin-top: 10px; margin-bottom: 25px;"><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Normal wear and tear or tarnishing over time</li><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Lost or stolen items</li><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Damage from accidents, chemicals, or improper use</li><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Stretched or bent items from excessive force</li><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Items altered by third parties</li></ul><h2 style="font-size: 18px; font-weight: 600; text-transform: none; letter-spacing: -0.5px; margin-top: 40px; margin-bottom: 20px; color: #1c1c1c; text-align: left;" id="how-to-request-a-replacement">How to Request a Replacement</h2><p style="font-size: 16px; line-height: 1.8; margin-bottom: 15px; text-align: left;">If you believe your item has a manufacturing defect, please contact us at <a href="mailto:customercare@rhokea.com" style="color: #1c1c1c;"><u><strong>customercare@rhokea.com</strong></u></a> with:</p><ul style="margin-top: 10px; margin-bottom: 25px;"><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Your order number</li><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Clear photos showing the fault</li><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Brief description of when and how it occurred</li></ul><p style="font-size: 16px; line-height: 1.8; margin-bottom: 25px; text-align: left;">Our team will review your warranty claim within 5 working days. If approved, we&apos;ll send you a replacement at no cost - no need to return the faulty item.</p><h2 style="font-size: 18px; font-weight: 600; text-transform: none; letter-spacing: -0.5px; margin-top: 40px; margin-bottom: 20px; color: #1c1c1c; text-align: left;" id="important-notes">Important Notes</h2><p style="font-size: 16px; line-height: 1.8; margin-bottom: 15px; text-align: left;">&#x2022; Proof of purchase required (order confirmation email)</p><p style="font-size: 16px; line-height: 1.8; margin-bottom: 15px; text-align: left;">&#x2022; Warranty valid for 1 year from delivery date</p><div style="text-align: center; margin: 40px 0;"><a href="mailto:customercare@rhokea.com" style="display: inline-block; background: #F0EFE9; color: #1c1c1c !important; text-transform: uppercase; font-size: 16px; font-weight: 600; letter-spacing: -0.5px; padding: 15px 40px; text-decoration: none !important; border: 1px solid #6A6A6A;">CONTACT CUSTOMER CARE</a></div></div>

My Item Is Faulty, What Should I Do

Important information about lost or stolen items and how we can help with insurance claims.

<div style="max-width: 800px; margin: 0 auto; padding: 40px 20px; color: #1c1c1c; line-height: 1.6;"><p style="font-size: 16px; line-height: 1.8; margin-bottom: 25px; text-align: left;">We&apos;re so sorry to hear your jewellery can no longer be found!</p><div style="background: rgb(237, 232, 227); padding: 20px; margin: 30px 0px; border-left: 3px solid rgb(106, 106, 106);"><p style="font-size: 16px; line-height: 1.8; margin-bottom: 0; text-align: left;"><strong style="font-weight: 600;">WARRANTY EXCLUSION</strong><br>Unfortunately, our 1-year warranty does not cover lost or stolen items.</p></div><h2 style="font-size: 18px; font-weight: 600; text-transform: none; letter-spacing: -0.5px; margin-top: 40px; margin-bottom: 20px; color: #1c1c1c; text-align: left;" id="what-you-can-do">What You Can Do</h2><p style="font-size: 16px; line-height: 1.8; margin-bottom: 15px; text-align: left;">We recommend the following steps:</p><ul style="margin-top: 10px; margin-bottom: 25px;"><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Contact your home, contents, or travel insurance company to make a claim</li><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Check if your credit card offers purchase protection</li><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">For stolen items, file a police report for insurance purposes</li></ul><h2 style="font-size: 18px; font-weight: 600; text-transform: none; letter-spacing: -0.5px; margin-top: 40px; margin-bottom: 20px; color: #1c1c1c; text-align: left;" id="we-can-help-with-documentation">We Can Help With Documentation</h2><p style="font-size: 16px; line-height: 1.8; margin-bottom: 15px; text-align: left;">We&apos;re happy to provide any proof of purchase information you may need for your insurance claim, including:</p><ul style="margin-top: 10px; margin-bottom: 25px;"><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Original order confirmation</li><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Invoice with item descriptions and values</li><li style="font-size: 16px; line-height: 1.8; margin-bottom: 10px; text-align: left;">Product photos and specifications</li></ul><p style="font-size: 16px; line-height: 1.8; margin-bottom: 25px; text-align: left;">To request this information, please contact our customer care team at <a href="mailto:customercare@rhokea.com" style="color: #1c1c1c;"><u><strong>customercare@rhokea.com</strong></u></a> or log into your <a href="https://rhokea.com/account/login" style="color: #1c1c1c;"><u><strong>online account</strong></u></a> to view your order history.</p><h2 style="font-size: 18px; font-weight: 600; text-transform: none; letter-spacing: -0.5px; margin-top: 40px; margin-bottom: 20px; color: #1c1c1c; text-align: left;" id="replacing-your-lost-item">Replacing Your Lost Item</h2><p style="font-size: 16px; line-height: 1.8; margin-bottom: 25px; text-align: left;">While we can&apos;t replace lost or stolen items under warranty, we&apos;d be happy to help you repurchase your favourite piece. Contact us if you need help finding the exact item or a similar style.</p><div style="text-align: center; margin: 40px 0;"><a href="mailto:customercare@rhokea.com" style="display: inline-block; background: #F0EFE9; color: #1c1c1c !important; text-transform: uppercase; font-size: 16px; font-weight: 600; letter-spacing: -0.5px; padding: 15px 40px; text-decoration: none !important; border: 1px solid #6A6A6A;">CONTACT CUSTOMER CARE</a></div><p style="text-align: center; font-size: 12px; color: #6A6A6A; margin-top: 40px;">Last updated: June 2025</p></div>

Warranty

My Item Is Faulty, What Should I Do

What Do I Do If My Jewellery Is Lost Or Stolen?