Help needed...newly purchased pre-loved ring...

[Hounddog]

I'd love some advice, I recently bought a pre-loved ring from a reputable Independant jeweller. 18ct White Gold with @1.20ct G VS Diamonds with 11 Diamonds. As the ring was slightly too big, they kindly resized it for me. When I collected it a few days later and got it home I noticed that one of the side stones has two very small chips out of it. It's an eleven stone ring with the centre three being larger than the rest, and it's one of the side stones of the centre three that has the two chips in it, it is an Emerald cut.

I worried initially that I'd somehow done it, but I'd only worn it for one day and I genuinely didn't do anything that I can believe could have caused it. If I had, I would be 'gutted' but I'd accept it as my fault, however I've never damaged a ring yet and I don't believe I did.

I then looked at the online images of the ring ( I'd screen saved the pages while it was being resized) as it was listed on their website and 'once you know what you're looking for' (I'm an enthusiastic beginner) you can see that these chips were there when they first posted it for sale online as the facet pattern is 'odd' in these two areas. I'd never noticed. Nowhere on the page does it say it's chipped, damaged or in poor condition etc.

I've told them I'm bringing it back in to the shop asap as I've found these chips. I don't really want to return the ring, as I have fallen in love with it and I've never seen a style exactly like this before, but I feel there is something that needs to be done or said about it. I'd love some advice on how to proceed.

Do I ask them to replace the chipped diamond? As they never told me it was like that ( I wouldn't have bought it if I'd known before hand, but now I'm in love with it as a whole) and sold it to me as a good condition pre-loved ring....not a damaged ring. Nowhere on their website does it say it's damaged, chipped or well worn etc, anything that could hint at this.
If they say the price reflected its condition (my idea of what they might say, but something they never mentioned to me in person or online) what should I do?

I'm just rather shocked and incredibly disappointed to find out they sold it to me like this, without saying anything at all. It's always possible they hadn't realised themselves but...surely they look at the stock they buy in!

I understand any purchase should be 'buyer beware', but they're reputable and in the shop I just didn't notice it! Neither is a huge chip but one in particular now I know it's there I can see it very easily.

I'm genuinely not looking for a fight, I'm happy to accept they made a mistake and I didn't spot it in the shop, but I just want to know what would be fair to expect from them in this situation.

Any advice and opinions would be great. Thanks

 

[LLJsmom]

I think it would be fair for them to replace it without charge to you. I think it's totally reasonable.

 

[Hounddog]

Thanks LLjsmom, it helps to know that I'm not asking too much if I do request that. I think it's all going to depend on how they respond once I've shown them the ring and it's chips.
Once I've got a solution to it all I'll post a photo of the ring here. I just don't feel right doing so while it's an unresolved situation and they haven't had the chance to correct it.
Thanks for you help.

 

[EvaEvans]

1) return the ring, getting a full refund
2) ask for discount on the price
3) ask for replacement of the chipped diamonds, however, there is possibility that the result would not pleased you...
If I were you, I would choose the first option - return the ring! Chips on diamonds have to be always disclosed!

 

[Lookinagain]

what is their return policy? It's possible they won't accept a return now that the ring has been sized. If that is the case, I would ask them to replace the diamond. A reduction in price won't keep you from seeing the chips and if one is easily seen, it may always bother you.

You didn't post a photo of the ring so we have no idea of the size of the chipped diamond. That may play a part in their willingness to replace it. I'm sure the cost to them will be a factor. Best of Luck. Let us know how it plays out.

 

[marymm]

Sometimes preloved pieces are sold "as is" - make sure you scour your receipt and their website for any and all written policies about returns etc. before you go back into the store to talk with them.

 

[Hounddog]

Thank you for your help and advice EvaEvans and Lookinagain, it's much appreciated.

I have an update, I returned to the shop today and told them about the two chips.
The chap (who I believe maybe one of the in house jewellers or the owner) looked at it, took it behind to the workshop to have a look with a better loupe and came back and offered to replace the chipped diamond for me at no charge.
He was very pleasant and apologised, although he gave no excuses etc.

I asked if it could be done without damaging the ring or altering its look, as I love the overall simplicity and smoothness of the setting...like a river of diamonds. He said yes it would be and will take two to three weeks, as they have to find a matching diamond for it first and that will take a little time.
The diamonds are G VS grade and look beautiful ...to me...apart from the one with chips!

I was very impressed with his manner and approach to me returning to the shop with a problem, I was prepared to 'stand my ground' but I never needed to and so I left it with them to have this done.
I just hope it all looks as good when he's replaced the diamond.
I'll post an photo shortly.

Phew! Huge relief....as long as I like the finished result...which is a concern as EvaEvans said in her number 3 point.

At the moment I'm feeling very reassured and positive that they will be good to their word and that I can trust them. I hope I'm not being naive!

 

[Hounddog]

I'm finding it hard to get a great image of how white they look in reality, they may be covered with finger prints too. Here goes.

 

[Hounddog]

The first two photos show the chips, top left and bottom right of the stone to the left of the centre 0.7ct Princess cut.
Listed as 0.7ct centre G VS (it measures just a whisker over 5mm) with a total of 0.5ct of sides comprised of one larger and four smaller Baguettes on each side.
Interestingly they said it's tested as 18ct White Gold, but the Hallmark has checked out as Porto ( Portugal) which is the 1985 or later Hallmark meaning it's 19.2 ct white gold, and there is also a French Hallmark on it which means it's been tested as 'minimum 18ct gold'. So it's travelled a bit in its short life!

I love it (ignoring the chips) and think that it's very 'wearable' being smooth and flat to the finger all around.

 

[Hounddog]

Thank you Marymm, I think our posts crossed while I was writing mine so I didn't see yours until I'd finished, Very good advice thank you.

They offered on their website a 14day exchange, or a refund if there was a problem with the item. I really didn't want to lose it, as I do love it already and so I think the replacement stone free of charge is the best option for me, I'm just hoping that I love the ring as much when they've done it. I just know I couldn't be happy with chipped diamonds, even if the price was reduced as Lookinagain said. Thank you.

 

[EvaEvans]

I can clearly see the chip on one of the first side stones and this chip is significant size! Interesting how they miss it! However, it's good that they stay behind their reputation and will replace the chipped diamonds.

 

[Hounddog]

I'm delighted to be able to update this with good news.
I have my lovely ring back and they have replaced the chipped diamond free of charge and the workmanship is in keeping with the rest of the ring so I'm truly delighted.

Great customer service ( though I still don't know how they didn't spot it themselves) and because of this I will no doubt buy from them again in future and maybe even get them to set some of my loose stones when I can manage too.

Thanks again for your helpful suggestions Marymm, Lookinagain and EvaEvans

 

[Tophat1]

Glad to hear about a great outcome!

 

[EvaEvans]

Hounddog, I am glad that all worked positively for you!

 

[Natylad]

So happy that you had this positive outcome!! Enjoy your beautiful ring

 

[Hounddog]

Thank you
That's so kind of you Tophat1, EvaEvans and Natylad.