At Desert Rooted Ice House, we understand that jewelry often
holds far more than material value—it carries sentiment, meaning, and memory.
Our expert jewelers take great care in handling every piece entrusted to us for
repair. This policy outlines our procedures, expectations, and safeguards to
ensure transparency, trust, and exceptional service throughout the repair
process.

1. Repair Intake & Evaluation Process

Each repair begins with a comprehensive intake procedure to
assess the condition and needs of your jewelry.

A. Initial Consultation

• Our team will examine your item in detail, identifying visible wear, pre-existing damage, or instability.
• We’ll ask questions about its history, prior repairs, and any known issues.

B. Condition Documentation

• High-resolution photographs will be taken from multiple angles for our records and your peace of mind.
• Detailed notes will be logged on the item’s condition, including:
• Worn or thinning prongs
• Loose stones
• Bent or cracked shanks
• Solder marks or evidence of prior repair
• Chipped, cloudy, or fractured gemstones

C. Scope of Work & Estimates

• You will receive a written estimate outlining:
• Services recommended
• Approximate cost (subject to change if issues arise mid-repair)
• Estimated timeline
• Complex or high-risk repairs may require additional consultation or delay for parts sourcing.

Note: Estimates are valid for 14 days unless otherwise stated.

2. Timeframes & Communication

Repair timelines vary depending on the complexity of the work, the type of jewelry, and the availability of any required materials or parts.

Typical Timeframes

Type of Repair

Turnaround Time (Estimated)

Basic Cleaning & Polishing - 2–3 business days

Ring Sizing - 5–7 business days

Prong Retipping - 7–10 business days

Full Restoration - 2–4 weeks

Custom Rework or Setting - 3–6 weeks

Communication

• You will be notified by email, text, or phone (your choice) once your piece is ready for pickup or shipment.
• If delays arise due to unforeseen issues (e.g., additional repairs needed, material sourcing), we will update you immediately for approval before proceeding.

3. Warranty on Repairs

We take pride in our craftsmanship and stand behind our work.

Repair Warranty Coverage – 90 Days

We offer a 90-day limited warranty on the workmanship of the specific repair(s) performed.

This includes:

• Loose prongs or settings (if newly retipped or rebuilt)
• Faulty soldering or joint failures
• Clasps, jump rings, or closures installed by us

What the Warranty Does NOT Cover

• Damage from impact, snagging, crushing, or misuse
• Gemstone loss or chipping not related to the repair
• Tarnishing, wear, or patina development (especially on silver)
• Items with known pre-existing weaknesses

Warranty claims must be submitted within the 90-day window and are subject to inspection before service is approved.

4. Waiver for Pre-Existing Conditions

Many repairs are performed on jewelry that has been worn, aged, or previously altered. These factors introduce structural uncertainty and increase the likelihood of complications during repair.

What Counts as Pre-Existing Conditions:

• Thin or compromised metal (e.g., bands, prongs, gallery wires)
• Heavily worn prongs or settings
• Previous re-tipping, soldering, or resizing
• Hairline cracks or internal stress in stones
• Non-factory repairs or custom modifications

These issues may result in:

• Additional cracking or breakage during work
• Inability to securely tighten stones
• Limitations in restoring the piece to “like new” condition

Policy

Desert Rooted Ice House cannot be held responsible for complications that arise as a result of pre-existing conditions. Before work begins, clients must review and sign an acknowledgment form outlining the observed issues.

✅ Client Acknowledgment (Required):

"I acknowledge that my jewelry has existing conditions that may affect
the outcome of the repair. I understand that Desert Rooted Ice House is not
liable for complications or damage arising from these conditions."

5. Risk Disclosure: Stone Damage & Inherent Repair Risks

At Desert Rooted Ice House, we treat every jewelry item with the utmost care and respect. However, due to the delicate and varied nature of jewelry—especially vintage, heirloom, or previously repaired items—there are inherent risks involved in any repair process. These risks are especially relevant to older, fragile, or previously compromised pieces.

Potential Risks Include:

• Stone Damage: Certain gemstones—such as opals, emeralds, tanzanite, turquoise, and other softer or heavily included stones—are vulnerable to chipping, cracking, discoloration, or heat stress during repair. Even harder stones like diamonds can break under the right (or wrong) conditions, especially if they have internal flaws or are set in compromised settings.
• Heat Exposure: Some repairs require the use of heat (e.g., soldering), which can cause:
• Thermal shock to gemstones
• Burning of internal fractures
• Discoloration or fogging in treated or filled stones
• Stone Loss: Worn prongs, thinning metal, or compromised settings may not adequately hold stones in place during the repair process. Occasionally, stones may loosen or fall out during ultrasonic cleaning or polishing, even if not directly related to the requested service.
• Structural Shifting: In some cases, tightening or adjusting one part of a piece (such as prongs) can stress another area, especially in older jewelry. This can result in warping, cracking, or further loosening of components.

What Happens If Damage or Loss Occurs

We strive to communicate openly and immediately if any issue arises during repair. In the event that a stone is damaged or lost during the repair process, the following protocols apply:

A. If the damage is due to a pre-existing condition:

• We will contact you immediately and share detailed findings (including before-and-after photos).
• Desert Rooted Ice House is not responsible for the cost of replacing or repairing stones or metal if damage was caused by:
• Prior repair work by other jewelers
• Known wear and tear, cracks, or weaknesses (as documented at intake)
• Client-declared vintage, estate, or heirloom condition
• Unstable settings or inherent fragility

B. If the damage is due to negligence during repair:

• If we determine that the issue resulted directly from an error in workmanship (excluding cases of previously noted risks or instability), we will take full responsibility and:
• Replace the damaged stone with one of comparable quality and size (subject to availability)
• Or offer store credit equal to the value of the damaged component
• Or, in limited cases, issue a partial refund for the original piece if agreed upon in writing

All resolutions will be discussed transparently and handled
on a case-by-case basis.

 Client Acknowledgment (Required):

✅ "I understand that jewelry repair carries inherent risks, especially for vintage,
fragile, or previously damaged items. I accept that stones may be at risk of
damage, cracking, or loss during repair, particularly when heat, pressure, or
tension is involved. I release Desert Rooted Ice House from liability for such
damage unless it is determined to be the result of negligence or error. I agree
that any disputes will be addressed with transparency and handled in accordance
with the terms of this agreement."

6. Insurance & High-Value Items

We take every precaution to safeguard your jewelry while in our possession, including storing pieces in a locked vault and limiting access to authorized personnel only.

Desert Rooted Ice House Coverage

• We carry general liability insurance for jewelry in our care, custody, and control.
• Coverage is limited and may not reflect the full value of your item, particularly for rare, vintage, or high-value pieces.

Client Responsibility

• For items valued over $5,000, we strongly recommend you maintain independent jewelry insurance (e.g., through Jewelers Mutual or your homeowner's provider).
• You are responsible for disclosing the appraised value at intake.

We are not liable for losses exceeding our policy’s maximum limit unless you provide valid appraisals and insurance documentation at time of drop-off.

7. Abandoned Repairs

We make every effort to contact customers when repairs are complete. However, we cannot indefinitely store unclaimed items.

Policy on Unclaimed Items

• Items must be picked up or arrangements made within 90 calendar days of repair completion notification.
• After 90 days, the item may be considered abandoned.

Abandonment Procedure

• We will make three documented contact attempts via your preferred
  method (phone, email, or text).
• If we receive no response, the item will be moved to secure long-term storage for an additional 30 days.
• After 120 days, Desert Rooted Ice House reserves the right to:
• Disassemble or recycle the item
• Use materials for credit toward unpaid balances
• Donate or repurpose unsalvageable components
• Dispose of item in accordance with local laws

We assume no liability for abandoned property after this window.

8. Final Inspection & Pickup

Each completed repair is carefully inspected by our staff before delivery. At pickup, we encourage you to inspect your item with us to ensure you are satisfied with:

• Overall appearance
• Stone security
• Proper fit and function (e.g., ring sizing, clasp action)
• Polish and finish quality

If you notice an issue at pickup or within a reasonable time frame (7 days), please notify us immediately. Repairs or adjustments outside of the original scope may incur additional charges.

9. Shipping Repairs (Optional Section)

If you are not local, we offer shipping-based repair services under the following conditions:

• Items must be securely packaged and insured by the sender
• A completed repair intake form must accompany the shipment
• Desert Rooted Ice House is not responsible for lost or damaged packages in transit
• Return shipping is fully insured and billed to the client

10. Payment Terms

• All repairs must be paid in full at pickup unless otherwise arranged.
• For larger repairs exceeding $1,000, a 50% deposit may be required before work begins.
• We accept all major credit cards, debit cards, and store gift cards.

Thank you for entrusting Desert Rooted Ice House with your treasured jewelry.

We are honored to help you preserve, protect, and restore what matters most.