Indira Warranty

Indira Warranty

Indira, an online store operated by S.C. Indira Art Distribution S.R.L., headquartered at Str. Intrarea Moneasa Nr. 1, Ap. 4, Sector 1, Bucharest, having CUI RO 36408630, J40/10658/09.08.2016, holder of the Authorization issued by ANPC, No. 9756 for operations with precious metals and gemstones, hereby declares under its own responsibility, pursuant to art. 5 of Government Decision no. 1022/2002 on the regime of products and services that may endanger life, health, occupational safety and environmental protection, that the silver and gold jewelry sold by the company do not endanger life, health, or occupational safety, do not have a negative impact on the environment, and comply with EU standards.

All silver jewelry sold is inspected and certified, has a purity of 92.5%, and bears the hallmark of the ANPC Directorate – Precious Metals and Gemstones in accordance with legislation, which guarantees the quality of the precious metal used, or the IND responsibility mark.

All gold jewelry sold is inspected and certified, has a purity of 58.5% gold, and bears the hallmark of the ANPC Directorate – Precious Metals and Gemstones in accordance with legislation, which guarantees the quality of the precious metal used, or the IND responsibility mark.

Natural stones may show small differences and imperfections in color or fissures; this is not a defect, but their natural appearance.

HOW TO SUBMIT WARRANTY REQUESTS

All warranty and repair requests are submitted online through the “Repair a product” portal, available in the site footer, in the Customer Support section. This is the only official channel for filing requests.

You don’t need an account and you don’t need to provide proof of a warranty certificate. Your order number and the email or phone used to place it are enough — which is why the portal works even when the jewelry was received as a gift.

  1. Open the portal. From the site footer, Customer Support → Repair a product.
  2. Find your order. Enter the order number (e.g., #12345) and the email or phone from the order, then click “Find order”.
  3. If you’re still within the return period. The portal shows how many return days you have left and offers a return or exchange — it’s faster, and you’ll get your money back or a brand-new piece, without a warranty evaluation. You can proceed with a warranty request anytime by clicking “Continue with a warranty request”.
  4. Choose the jewelry. Select the product from the order that has an issue. Items already returned or no longer eligible are marked accordingly.
  5. Describe the issue. Provide a detailed description of the defect and how it occurred. Uploading at least one clear photo of the product highlighting the defect is mandatory.
  6. Choose how to send the parcel. You have three options: courier pickup from your address, drop-off at an Easybox, or handover at the Indira showroom.
  7. Submit the request. After completing all the information, send the form. You’ll receive a registration number for your request and an email confirmation.

You can track your request anytime from the portal’s “My requests” section, using the same order details.

Our team reviews your request, and you will receive a response within 24–48 working hours from receipt of the parcel.

The portal is available in Romanian, English, French, Italian, Polish, Hungarian, Czech, and Bulgarian.

NOTE: Products sent in for service under warranty are accepted only if the request was previously registered in the online portal and approved by our team. We reserve the right to refuse parcels that do not follow this procedure.

WHAT IS THE COMMERCIAL WARRANTY CERTIFICATE (art. 15)

The commercial warranty certificate accompanies the online order together with the invoice, sent to the email used when placing the order on indira.ro. The commercial warranty certificate covers the authenticity of the material — 925 silver, 585 gold — the closing systems, and craftsmanship, but not improper use, snagging breakage, or breakage caused by using the products while sleeping or during household activities, fitness, running, etc. For more details, see the Warranty Terms and Conditions chapter.

You do not need to provide proof of having the warranty certificate to submit a repair request.

ORDER DELIVERY

All INDIRA products are inspected before being sent to the Customer; we check:

  • whether all stones are present;
  • whether there are scratches;
  • whether closures work properly and don’t get stuck;
  • whether there are handling-related alterations;
  • whether it is bent;

Each INDIRA piece is cleaned and handled gently while being placed in its box, before being sent to the customer.

After receiving the order, if the Customer finds that a product is not compliant (shows scratches, missing stones, etc.), please notify us immediately, within a maximum of 24 hours from receiving the parcel, and return the product via the online return process as well.

If the Customer receives the product, starts using it, and accidentally hits, scratches, or subjects it to mechanical shocks, they cannot claim a replacement.

WARRANTY

All INDIRA products are carefully delivered and come with a commercial warranty in accordance with current legislation — GEO no. 140 of 28.12.2021 regarding certain aspects related to sales contracts for goods, with subsequent amendments and completions, GO no. 21/1992 on consumer protection, and Emergency Ordinance no. 34/2014 on consumer rights in contracts with professionals — for a period of 2 years. Manufacturing defects will be carefully and free of charge repaired, as long as the product meets the warranty terms and conditions.

All repair requests will be subject to inspection and assessment by our team before the request is processed.

If the INDIRA quality assurance team determines that the damage was not caused by a manufacturing defect, the customer will be notified, and whether repair services are available at a cost.

If, following the assessment, it is found that the customer’s product for which a warranty repair was requested is not due to a manufacturing defect and the customer does not wish to have the product repaired for a fee, the round-trip shipping cost is their responsibility and is 20 USD, payable cash on delivery upon receipt of the parcel.

WARRANTY TERMS AND CONDITIONS

The legal commercial warranty is granted for a period of 24 months from the date of taking possession of the purchased products and certifies that the product is made of 925 silver or 585 gold, inspected and hallmarked by ANPC for products exceeding 2 g, and inspected by ANPC only for jewelry under 2 grams, according to legislation.

  • The commercial warranty does not cover product wear, regardless of how much time has passed since taking possession, deformations, scratches, or any other form of accidental damage, misuse, negligence, unauthorized repairs/modifications/adjustments by third parties or even by the buyer, tinkering with products, heavy wear, breakage, etc.;
  • For gold-plated or rose-gold-plated products, the plating is 2 microns. The commercial warranty does not cover plating. Maintaining the plating depends on how the jewelry is used and not on the authenticity of the material. Heavy wear (24/7) will lead to the plating wearing off. Plating wear is not covered by the Commercial Warranty granted under GEO no. 140/28.12.2021.
  • You cannot request a refund for products that no longer match the items delivered as per the orders placed, if they are broken, damaged, bent, worn, show signs of use, oxidized, lost, or handled negligently, etc.;
  • The commercial warranty does not cover normal wear, oxidation, and/or damage caused by loss, theft, improper use, accidents, negligent handling, or intentionally malicious handling.
  • The commercial warranty does not cover damage caused by moisture, loss of jewelry plating, or cleaning the purchased jewelry in a way that leads to the plating coming off;
  • If a part of the jewelry (including but not limited to stones, chains, clasps, etc.) falls off, it should be returned together with its parts before any attempt to repair it. INDIRA does not assume responsibility for missing parts or stones.
  • The commercial warranty is not granted for discoloration or color changes due to exposure to chemicals, makeup, pools, hot tubs, bathing, chemical and toxic environments, moisture;
  • The commercial warranty is not granted for scratches, bends, snagging of jewelry, damage in the prong area holding the stones due to negligence or other harm;
  • The commercial warranty is not granted for lost or stolen products;

CORRECTIVE MEASURES IN CASE OF NON-CONFORMITY (art. 11 of GEO 140 / 28.12.2021)

If the jewelry cannot be repaired, we can replace the defective piece with a similar model, another model of equal value, or refund its value in store credit that can be used to purchase another product. According to GEO 140 / 28.12.2021, the warranty consists of the free rectification of defects occurring in products within the warranty period that are not attributable to the consumer. Consumer rights are in accordance with GEO 140 / 28.12.2021. Consumer rights are not affected by the warranty conditions set out in this Warranty Certificate.

REPAIR AND REPLACEMENT OF GOODS (art. 12 of GEO 140 / 28.12.2021)

If during the warranty period a product shows a defect due to manufacturing — such as a jammed clasp, a stone falling out, or other defects (not related to improper use) — it will be subjected to specialist assessment and the defect will be remedied free of charge, per para. (1) letter a.

The repair period will not exceed 15 calendar days from the moment the seller was informed by the consumer of the product’s non-conformity.

For a product sent in for repair, a repair and inspection sheet will be issued, showing the name of the repaired product, the defect, the solution, the warranty applied to the repair, the service exit date, and the service entry date.

Any repair performed on the product will have a 14-day warranty.

If the defect recurs within 14 days, the product will be re-assessed and the issue remedied again. If the defect recurs after the warranty period granted for the repair, the product will no longer be subject to assessment, as the defect is due to improper use rather than manufacturing or material defect.

RECOMMENDATIONS FOR WEARING INDIRA JEWELRY

For plated products — yellow gold, white gold, rhodium, or rose gold — we recommend extra care to preserve the color for a long time. Fading of the plating strictly depends on individual use; therefore, we do not recommend: wearing gold-plated jewelry in direct contact with water for extended periods, or exposing the product to destructive environments such as dust, smoke, solvents, adhesives, acids, salts, etc.

Normal, natural wear of a plated product means color fading over time, or partial fading, without compromising the base material. Yellow gold–plated products do not behave like pieces made of solid 14k, 18k, or 24k gold. For gold-plated rings, discoloration will occur faster than on gold-plated chains or gold-plated earrings.

According to Law 449/2003, art. 11 para. 2, the buyer cannot request the replacement of jewelry due to stones falling out. Any repair on products within the warranty term will be carried out free of charge or the product will be replaced, under the revised GEO 140 / 28.12.2021, if it is confirmed that a material or workmanship defect caused such damage, rather than improper use of the product by the buyer.