Repair Policy
Turnback Pony Repair Policy
We want your Turnback Pony pieces to last a lifetime, even when life gets a little rough on them. If your jewelry needs some love and isn't covered by our Lifetime Warranty, we're still happy to help.
What we can repair:
- Broken chains, clasps, and ear wires
- Bent or misshapen silver
- Loose or missing stones (we'll match as closely as we can, since every natural stone is one of a kind)
- Broken solders
- Resizing on select rings
- Cleaning and polishing
Repair costs:
Repairs not covered by our warranty, including damage from wear and abuse and items bought during live sales, are quoted case by case. We'll send you a quote before any work begins, so there are no surprises.
How it works:
- Email help@turnbackpony.com with your order number (if you have it), a photo of the piece, and a short description of what happened.
- We'll review it and let you know if it's a warranty repair or a paid repair, along with a quote.
- Once approved, we'll send you instructions for shipping your piece to us.
- Repairs typically take 4-8 weeks. Handmade work takes time, and we'll keep you updated along the way.
Shipping:
Customers are responsible for shipping their piece to us. We recommend a tracked, insured service, because we can't be responsible for items lost in transit to us.
Good to know:
- Some pieces can't be repaired to their original condition. If that happens, we'll talk with you about options before doing any work.
- We can only repair Turnback Pony jewelry.
- Pieces repaired or altered by anyone else are no longer covered by our Lifetime Warranty.