Our Lifetime Guarantee is one of the most comprehensive in the industry and we're proud to stand behind every ring we sell. It's designed to protect customers who experience genuine issues with their ring — and we'll always make it right.
However, to ensure the guarantee remains available and meaningful for all customers, we operate a fair use policy.
What this means in practice:
The Lifetime Guarantee is intended to cover genuine product issues — manufacturing defects, structural failure, finish fading under normal wear, and so on. It is not intended to be used as a repeated free replacement service for rings that have been lost, intentionally damaged, or worn beyond reasonable expectation for the material.
ETRNL reserves the right to:
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Decline a claim where the guarantee is deemed to be misused or abused
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Limit the number of replacements issued under the guarantee where a pattern of claims exists on a single order or customer account
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Request additional information or photos before approving a claim
The overwhelming majority of our customers will never encounter this policy — it exists purely to protect against abuse and to ensure we can keep honouring the guarantee for everyone.
If you have a genuine issue with your ring, please don't hesitate to reach out. We're here to help and we'll always give your claim a fair assessment. Email us at support@etrnl.com.au with your name, order number, and a photo of the issue.