Product Claims (Lost, Damaged or Defective Items)

We want you to love every Surfers Jewelry piece. If your order arrives damaged, defective or doesn’t arrive at all, please follow the steps below so we can resolve the issue quickly.

Damaged or defective items on arrival

Contact us within 7 days of delivery at hello@surfersjewelry.com with your order number, a description of the problem and clear photos of the item and packaging.

Once verified, we will arrange for a replacement of the same item at no cost. If the item is out of stock, we will offer a comparable replacement or a refund.

Damage caused by misuse, accidents, exposure to harsh chemicals or improper storage is not covered.

Lost or stolen packages

If your package was marked “delivered” but you did not receive it, please check with household members and neighbours and wait 2 business days to see if it turns up.

For packages still missing after 2 days, or packages that show no tracking updates for 7 days (domestic) or 15 days (international), contact our support team.

If you purchased Checkout+ (Free Returns + Package Protection), we will file a claim on your behalf and send a replacement or refund once the claim is approved.

If you did not purchase Checkout+, we will assist you in contacting the carrier, but we cannot guarantee reimbursement for lost or stolen items.

Lifetime Color Warranty

We proudly stand behind the quality and durability of our jewelry. Every Surfers Jewelry piece is waterproof, tarnish‑free and hypoallergenic, and it is backed by our Lifetime Color Warranty.

What’s covered

We guarantee that the finish and color plating of your Surfers Jewelry piece will not fade, tarnish or wear off under normal use for the life of the product.

If your piece loses its color or finish despite normal wear, we will replace it once with the same or a comparable item at no charge.

What’s not covered

Surface scratches, dents or other signs of normal wear that do not affect the color finish.

Wear and tear that causes the color to disappear (for example, gradual fading due to everyday friction or contact with surfaces). Our warranty covers manufacturing defects, not general aging of materials.

Loss or theft of the jewelry.

Damage caused by misuse, abuse, accidents, modifications, exposure to abrasive chemicals (e.g. chlorine, bleach), improper storage or attempted repairs by a third party.

Cosmetic changes due to contact with lotions, perfumes or other substances that are not water‑based.

How to make a warranty claim
Email hello@surfersjewelry.com with “Lifetime Color Warranty” in the subject line.

Include your order number or proof of purchase, a clear photo showing the color issue and a brief description of how the item has been used and cared for.

Our team will review your claim within 5 business days. If approved, we will send a replacement piece. If the original item is no longer available, we will offer a similar item of equal value.

We may ask you to return the defective item for inspection; if so, a prepaid label will be provided.

Additional Notes

Warranty claims are valid only for the original purchaser and are non‑transferable.

We reserve the right to limit the number of free replacements per customer if abuse of the warranty is suspected.

This policy operates separately from our Refund Policy and Checkout+ coverage. The Lifetime Color Warranty covers manufacturing‑related color issues with the product itself, whereas Checkout+ provides prepaid return labels and package protection for lost, stolen or damaged orders in transit.

If you have any questions about these policies, please reach out to our support team at hello@surfersjewelry.com. We’re here to help!