Customer Service

Kay Guarantee

Lifetime Diamond and Color Gemstone Guarantee
We want you to be completely happy with your diamond and color gemstone jewelry, from the day you make your purchase, through all the years to come. That's why we guarantee our diamond and color gemstone jewelry for a lifetime, as long as 6-month inspections have been performed and documented by an authorized representative.

Here is what we cover:

We will replace, free of charge*, any diamond, emerald, ruby or sapphire covered by this Guarantee if it chips, breaks, or is lost from its original setting during normal wear. In order for your Diamond and Gemstone Guarantee to remain in effect, you must have your diamond and/or gemstone inspected and have the inspection documented every 6 months by an authorized representative. In addition, all necessary repairs must be completed by our representatives.
*This includes the labor and materials necessary to set the replacement diamond or gemstone.

Mounting Guarantee
For twelve months from the date of purchase, we guarantee the mounting for your diamond, emerald, ruby or sapphire against all defects in material or workmanship. We will repair or replace your mounting without charge if any defects are found during this period.

Creating a Masterpiece
Our diamonds and color gemstones are cut and polished by master craftsmen whose skill makes your stone beautiful and brilliant. Furthermore, we guarantee the accurate carat weight of your stone and the gold content of your mounting.

Lifetime Diamond Trade-In Policy
You may trade in your diamond for another diamond at least double the trade-in value. The trade-in value is the original purchase price, excluding charges such as tax and shipping. Color gemstone jewelry is not eligible for trade-in. Trade-Ins of in-store and online purchases are accepted at any Kay Jewelers location. (Trade-ins are not accepted at kay.com.)

Free Lifetime Cleaning and Inspections
Bring your diamond or color gemstone jewelry into any Kay Jewelers location as often as you wish for free professional cleaning and inspection. (Cleaning and inspections are not available at kay.com.)

Return and Exchange Policy
If for any reason you are not completely satisfied with your purchase, we will gladly accept your return or exchange for 60 days from the date of purchase. Custom designed jewelry is not returnable. Exchanges can be made at any Kay Jewelers location. (Exchanges cannot be made at kay.com).

Give us a Call
If you have any questions concerning your jewelry or this Guarantee, please contact the store nearest you or contact Customer Service.