We have recently been asked a question by one of our buyers abroad.
Therefore, we would like to pose this question to the very
knowledgeable members of this forum …
Our buyer abroad wholesales diamond jewelry. He claims that a few of
our pieces were returned to him because end-buyers lost a couple of
stones, apparently, due to poor setting. Therefore, they want us to
replace the stones free of cost.
The total value of the lost stones is less than 0.1% of the value of
the business we have done with them. Therefore, it is more a case of
setting a precedent … Imagine if we would have to replace a few 2ct
white VVS1 diamonds!!
We have various tests for loose stones. All the jewelry pieces are
tested at our end for loose stones in the ultrasound and, finally,
the stones are hand-tested with a pin. Our contention is that there
is no way to ascertain whether the stones have been lost due to poor
workmanship or due to mishandling or even removed by an unscrupulous
end-buyer. After all, it would not be too difficult for an
unscrupulous person to remove a stone and claim it as lost. We trust
our buyer but we have no way of knowing where our jewelry pieces end
up! Although we understand our buyer’s point of view and empathize
with him, we cannot find a solution to this question.
We even asked a major online store about their policy regarding lost
stones. They said that they do not have a warranty for such incidents
and the insurance company of the buyer is suppossed is address this
In summary, our question to this very erudite audience is: What
should be a jewelry manufacturer’s policy towards replacing lost
Thank you for your time.
Rasesh in Mumbai, India.