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Your purchase is 100% backed by the manufacturer's 1-year warranty against defect.
For 5 years, enjoy your purchase knowing that if you break or damage your product, we will give you a 50% OFF code to replace it. To qualify, all you need to do is send us a photo of your broken item and a copy of the receipt. See details below.
By purchasing an original VitaJuwel product here at gem-water.com, you’ll get a premium glass item with hand-crafted components that will make you fall in love with the water you drink. We want to ensure that this love is made to last. This is why your purchase is backed by a special promise to protect your precious product from manufacturing issues and misfortunes. This includes a great solution for you in the event you drop your bottle or knock over your Era Decanter with a Gemstone Vial in it.
To take advantage of this one-of-a-kind commitment in the glass industry and have your VitaJuwel product covered by the promise, simply keep the purchase receipt (sent to you by email). It provides protection for 5 YEARS after the date of purchase and is limited to purchases made directly at the Gem-Water Website (www.gem-water.com). Purchases made from other vendors are not covered by this promise.
No matter what might be wrong or what might happen with your product, we have your back.
The VitaJuwel Worry-Free Protection Promise is made up of two components:
Since 2013, VitaJuwel has been committed to offering the finest products, using only the best materials and applying strict quality control standards. VitaJuwel products are warranted to be free of defects in material and workmanship for 12 months from date of purchase. Our warranty is an expression of our confidence in the material and workmanship of our company's products, and assures unsurpassed quality for dependable glass products. This, however, is not a guarantee against normal wear and tear. Nor does it apply to product that has been damaged by misuse, neglect, accident, modification or unauthorized repair or product purchased from an unauthorized dealer or seller.
Bear in mind that most of our products are hand-made and contain semi-precious stones. Those stones – being natural products – vary in size, shape and color. Hand-crafted products like our Gemstone Vials vary slightly in size. The product you purchased will not look exactly as the one depicted on the pages of this website and might not be of the exact same size as your friend’s VitaJuwel product. These variations do not qualify as a product defect.
Due to these variations in the manufacturing process, it might be possible that one or more of the stones get stuck in the stem of the Gemstone Vial or the Gemstone Droplet. That does not impact the usability of the product and does also not qualify as a manufacturing defect.
If you believe your product is defective, please send an email with a description of the defect, a close-up photo and a purchase receipt to info@gem-water.com. Our support team will get back to you as soon as possible to guide you through the next steps.
If, upon inspection, we determine that the product is defective, we reserve the right to replace the product or issue you a credit, depending on the nature of the defect. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state. Some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you.
In case you’ve damaged your VitaJuwel product yourself, our worry-free replacement policy (see below) is a great option to make up for the heartache!
In case your VitaJuwel product is damaged or destroyed by anything else other than a manufacturing defect (covered by our limited warranty, see above), you can receive a 50% discount on the price (MSRP) for a brand-new replacement (of the identical product) from us. Valid for five years after your purchase and limited to purchases made directly on gem-water.com.
To qualify, just send in a receipt and a photo of your damaged / broken item. We might also ask you to send in your original damaged or destroyed item in order to receive the discount. This Policy is limited to replacements only. A refund of your original purchase price (in part or fully) is not possible.