Havani
FAQ
FAQ

Contact Customer Care

1-‪(646) 598-9571

support@havaniny.com

Hours OF OPERATION

Monday-Friday: 9:00AM-5:00PM EST

Saturday & Sunday: Closed

Warranty policy
What does the Havani Lifetime Warranty cover?

Havani’s Lifetime Warranty applies only to factory-originated manufacturing defects affecting Gold Plated, Vermeil, .925 Sterling Silver, Moissanite, and Lab Stone jewelry. Eligible issues include fading, breakage, or functional failure under normal wear that can be confirmed as originating from our production process.

If Havani determines the defect originated from our factory, you qualify for a one-time replacement. If the original item is no longer available, you may choose another piece of equal or lesser value.

Please refer to our full Terms of Service for more information. If you need assistance or an accessible version of this information, contact accessibility@havaniny.com or call (646) 598-9571.
What items are not covered under the Lifetime Warranty?

The following items are not eligible for replacement unless Havani confirms the damage originated from our factory:

  • Custom jewelry
  • Solid Gold items
  • Watches (if applicable)
  • Personalized or one-of-one designs
  • Damage occurring after delivery
  • Water exposure, chemicals, improper care, accidents, or unauthorized repairs
  • Normal wear such as scratches, tarnish, or bending not caused by production defects

Please refer to our full Terms of Service for more information. If you need assistance or an accessible version of this information, contact accessibility@havaniny.com or call (646) 598-9571.
What are the warranty processing fees?

If Havani confirms the issue is a valid factory defect, the following processing fees apply:

Gold Plated: $24.99

Earrings and Non-Iced Vermeil: $29.99

Moissanite and Lab Stone Jewelry: $49.99

Solid Gold or Custom Jewelry: $99.99

Additional fees may apply for lost stones or repairs unrelated to manufacturing defects.

Please refer to our full Terms of Service for more information. If you need assistance or an accessible version of this information, contact accessibility@havaniny.com or call (646) 598-9571.
How do I submit a warranty claim?

To begin a claim, email support@havaniny.com with your order number, photos of the issue, and a short description. Our team will review your submission to determine whether it qualifies as a factory-originated defect.

Once approved, you will receive return instructions. Please note that items submitted to our facility cannot be returned.

Please refer to our full Terms of Service for more information. If you need assistance or an accessible version of this information, contact accessibility@havaniny.com or call (646) 598-9571.
Are return-label fees required?

Yes. A $24.99 return-label fee applies to all Gold-Plated warranty returns. Depending on the item type and condition, additional fees may apply based on the repair category.

Return-label fees apply only after Havani confirms the issue originated from our factory.

Please refer to our full Terms of Service for more information. If you need assistance or an accessible version of this information, contact accessibility@havaniny.com or call (646) 598-9571.
Does Havani offer a warranty for watches?

If applicable, Havani watches include a 1-Year Limited Warranty covering factory-originated defects related to the internal movement, hands, and dial.

Not covered: battery, strap, bracelet, case components, stones, or any damage occurring after delivery.

A 2-Year Extended Warranty is available for $99 within 30 days of purchase.

Please refer to our full Terms of Service for more information. If you need assistance or an accessible version of this information, contact accessibility@havaniny.com or call (646) 598-9571.
What is the Extended Service Plan (ESP)?

The ESP must be purchased within 30 days of the original watch order date and includes:


  • One additional year of coverage for factory-originated defects

  • One-time missing stone replacement (only if caused by a manufacturing issue)

Please refer to our full Terms of Service for more information. If you need assistance or an accessible version of this information, contact accessibility@havaniny.com or call (646) 598-9571.
Are custom jewelry items covered?

Custom jewelry is final sale but includes Havani’s 30-Day Quality Guarantee, which covers verified factory-originated defects identified within 30 days of delivery.

Damage not caused by manufacturing error does not qualify. After 30 days, repairs begin at $99.

Please refer to our full Terms of Service for more information. If you need assistance or an accessible version of this information, contact accessibility@havaniny.com or call (646) 598-9571.
Does Havani repair Solid Gold jewelry?

Solid Gold jewelry is final sale. If repair is possible, the standard fee is $99, with additional charges depending on the nature of the damage.

Warranty coverage applies only to defects confirmed to originate from Havani’s production process.

Please refer to our full Terms of Service for more information. If you need assistance or an accessible version of this information, contact accessibility@havaniny.com or call (646) 598-9571.
What qualifies as a factory defect?

A factory defect refers to any issue clearly caused during Havani’s production process, including:

  • Improper stone setting
  • Faulty clasps, hinges, or closures
  • Premature fading caused by manufacturing error
  • Structural weaknesses resulting from assembly

Damage caused after delivery does not qualify.

Please refer to our full Terms of Service for more information. If you need assistance or an accessible version of this information, contact accessibility@havaniny.com or call (646) 598-9571.