Warranties and liabilities

Warranty Policy – Muzem
Effective date: 18-06-2025
Last update: 18-06-2025
At Muzem we value the quality of our jewelry and the trust of our customers.
For this reason, all our parts are legally guaranteed, in compliance with the law.
1480 of 2011 – Colombian Consumer Statute.
1. Warranty coverage
The warranty covers manufacturing defects in:
– Metals (gold, silver, platinum).
– Mounts of precious stones (emeralds, diamonds, etc.).
– Fasteners, welds, clasps or settings that fail without undue intervention.
– Professional cleaning.
– In the case of rings, a size change is possible.
2. Warranty Exclusions
The warranty does NOT cover:
– Damage caused by misuse, falls, blows, scratches or exposure to
chemicals.
– Natural wear and tear.
– Modifications or repairs made by third parties external to Muzem.
– Partial or total loss of stones or decorative parts due to misuse.
Validity of the warranty
The duration of the warranty is determined according to the design and metal of the
piece.
4. Procedure to enforce the guarantee
1. The client must send a request to the mail info@muzem.co including:
– Full name and order number.
– Description of the problem.
– Product photographs.
2. Muzem will respond to the request within 15 working days.
counted from the receipt of the claim.
3. If the warranty is approved, we will proceed with the repair free of charge.
product. If repair is not possible, it will be replaced with a new one or a new one will be
will grant a credit note.
4. The shipment of the product is at the customer’s expense initially; if the
warranty, Muzem will assume the costs of return to the customer.
5. Product evaluation
Once the product has been received, it will be evaluated by our experts for
determine whether the damage is attributable to a manufacturing defect. This evaluation
shall not exceed 15 working days.
6. Maintenance service warranties
The maintenance, adjustment or redesign services provided by Muzem have the following characteristics
a 30-calendar-day warranty, provided that they have not been intervened by
third parties after delivery.
7. Contact for warranties
For any questions or requests about the warranty, you can contact us at:
📧 info@muzem.co
📞 +57 3115893717
📍 Av jimenez 5 -43 Local 128.