Service Policy

Last updated: April 28, 2025

1. Service Overview

At Atelier Bacane, we are committed to providing exceptional service for all your handcrafted jewelry needs. This policy outlines our service standards, procedures, and commitments to ensure your complete satisfaction with our products and services.

2. Customer Support Services

2.1 Contact Methods

  • Email: ask@atelierbacane.com
  • Phone: +1 (613) 842-2294
  • Address: 349 Daly Ave, Ottawa, ON K1N 6G8, Canada

2.2 Support Hours

Our customer support team is available:

  • Monday to Friday: 9:00 AM - 6:00 PM EST
  • Saturday: 10:00 AM - 4:00 PM EST
  • Sunday: Closed

3. Jewelry Repair Services

3.1 Available Services

  • Chain and clasp repair
  • Stone replacement and resetting
  • Ring resizing
  • Metal refinishing and polishing
  • Prong repair and replacement
  • Pearl restringing

3.2 Service Timeframes

Standard repair services typically require:

  • Assessment: 1-2 business days
  • Minor repairs: 3-5 business days
  • Major repairs: 7-14 business days
  • Custom work: 14-21 business days

4. Warranty Services

4.1 Standard Warranty

All new jewelry purchased from Atelier Bacane comes with:

  • 30-day satisfaction guarantee
  • 90-day warranty against manufacturing defects
  • Free cleaning and inspection within the first year

4.2 Extended Care

Optional extended care services include:

  • 12-month extended protection
  • Priority repair service
  • Bi-annual professional cleaning
  • Discount on future repairs

5. Custom Services

5.1 Custom Jewelry Creation

  • Personal design consultations
  • Custom engagement rings
  • Family heirloom redesign
  • Memorial jewelry
  • Corporate gift creation

5.2 Additional Services

  • Jewelry appraisal
  • Stone certification
  • Metal testing
  • Insurance documentation

6. Service Pricing

6.1 Assessment Fees

  • Basic assessment: Free
  • Detailed assessment: $25
  • Expert consultation: $50

6.2 Repair Costs

  • Minor repairs: $30-75
  • Major repairs: $75-200
  • Custom work: Quoted per project

7. Quality Assurance

Our commitment to quality includes:

  • Professional assessment of all repairs
  • Quality testing before return
  • Photographic documentation of repairs
  • Satisfaction guarantee on all services
  • Follow-up quality checks

8. Service Requests

8.1 How to Request Service

  1. Contact our support team via phone or email
  2. Describe the service needed
  3. Receive a preliminary assessment
  4. Schedule service appointment if needed
  5. Approve service quote

8.2 Required Information

  • Jewelry type and materials
  • Purchase date and location (if applicable)
  • Detailed description of issues
  • Photos of damaged components
  • Preferred service timeline

9. Service Guarantees

We stand behind our services with:

  • 30-day warranty on repairs
  • Satisfaction guarantee
  • Price match on comparable services
  • Professional workmanship
  • Genuine materials

10. Updates to Service Policy

Atelier Bacane reserves the right to modify this Service Policy at any time. Changes will be effective immediately upon posting to our website. Continued use of our services following any changes indicates your acceptance of the new terms.

For questions about our Service Policy, please contact our customer support team.