Warranty & Repair FAQ
Q: Does every Orientra product come with a warranty?
Yes! Every piece comes with a 1-Year Limited Warranty that covers free repairs for any craftsmanship or material defects. All you need to cover is the two-way shipping.
Q: Are discounted or sale items covered by the warranty?
Yes. Our warranty applies to all Orientra products, including those purchased at a discount or during promotional campaigns.
Q: Can I submit a warranty claim if I received it as a gift?
Absolutely—just make sure you have proof of purchase from Orientra.co. Gifts are fully eligible under our 1-year warranty.
Q: What does the warranty cover?
We’ll repair or replace your piece at no cost (excluding shipping) if it has any of the following issues:
- Beads or stones falling off due to faulty stringing
- Clasps or fastenings breaking under normal use
- Frayed cords or loosened knots on malas, bracelets, or necklaces
- Metal links detaching due to poor construction
- Internal cracks in bone, resin, or wood pieces (not caused by drops or water)
- Elastic or adjustable strings snapping under normal tension
- Resizing defects (if resized by Orientra)
Q: What’s not covered under warranty?
Our warranty does not apply if the issue results from:
- Accidental damage (e.g., dropping, pulling, water immersion)
- Misuse, improper storage, or harsh handling
- Exposure to chemicals, perfume, sweat, or salt water
- Natural tarnishing or patina on metals
- General wear and tear (e.g., surface scratches, fading)
- Lost or stolen items
- Unauthorized repairs or modifications
Q: How do I request a repair?
Send an email to info@orientra.co with:
- Your order number
- Photos clearly showing the issue
- A brief description of what happened
We’ll respond within 3–5 business days to confirm if your item is eligible.
Q: Do I need to pay for shipping?
Yes. While the repair is free, you are responsible for both return and delivery shipping. We’ll give you guidance on how to pack the item securely.
Q: Do I need to use a designated shipping vendor to send my product for repair
No, you are free to choose your own shipping carrier. However, if you need recommendations, we can guide you through the process and suggest reliable vendors we work with.
Q: How long does the repair process take?
Once we receive your item, repairs typically take 10–20 business days. If we can’t repair it and the item is discontinued, we’ll offer a similar replacement or store credit.
Q: How long does the full repair process take, including shipping?
The total time for the repair process, including shipping, is typically around 30–60 business days, depending on the location of the repair and the shipping carrier. Here’s the breakdown:
- Repair processing: 10–20 business days
- Shipping time (to and from): 5–15 business days each way, depending on your location and carrier