The SheerPromise
Six commitments. For life. No exceptions.
The jewelry industry has spent generations using fine print to limit liability. Warranties that don't cover the most common damage. Returns with restocking fees. Trade-ups with so many conditions they're effectively unusable. Cleaning services that quietly cost as much as a new piece.
The SheerPromise is the opposite of that tradition. Six commitments, published in advance, with no fine print to read. Every SheerGem piece you buy is backed by all six, for the life of the piece, without exception.
This page explains each commitment in plain language — what it covers, how to use it, and what it costs you (nothing).
1. Lifetime Warranty
Any damage, any time. We replace it, free.
Every SheerGem piece is covered against any damage for the lifetime of the piece. Bent prong, lost stone, broken chain, scratched setting — if it breaks, we replace it. There is no time limit, no deductible, and no list of excluded damage types.
To use the warranty, contact us at hello@sheergem.com with photos of the damage and your order number. We'll send a prepaid shipping label, repair or replace the piece, and ship it back to you. Most warranty repairs are completed within two to three weeks.
What we won't do is hide behind "normal wear and tear" exclusions to deny coverage. If the piece is damaged, we cover it. That's the entire policy.
2. One-Year Returns
60 days for a full refund. 300 days for store credit. Free return shipping, always.
You have a full year to decide whether a SheerGem piece is right for you. Within 60 days of delivery, return any piece for a complete refund to your original payment method. Between 60 and 300 days, return any piece for store credit equal to your purchase price.
Return shipping is always free — we cover it both ways. Pieces must be returned in their original condition (no visible wear, no damage from misuse). Pieces that show damage from misuse are evaluated on a case-by-case basis and may be repaired under the lifetime warranty rather than refunded.
To start a return, email hello@sheergem.com with your order number. We'll send a prepaid label and your refund or credit is processed within five business days of the piece arriving back to us.
3. Lifetime Trade-Up Plus+
110% credit toward your next SheerGem piece, forever.
Every SheerGem piece you own can be traded back to us at any time, for the rest of your life, in exchange for 110% of its original purchase price as credit toward a new SheerGem piece. There's no time limit and no degradation of value.
Two conditions apply. First, the trade-up credit can only be used toward a new piece priced at least twice the original. Your $500 studs earn $550 toward a piece priced $1,000 or more — a $1,200 pendant, for example. This rule is what makes the program sustainable; without it, the math doesn't work.
Second, the traded-in piece must be in restorable condition. We inspect, refurbish, and resell traded pieces — that's part of why the trade-up works financially. Pieces with severe damage may need to be repaired under the lifetime warranty before being traded.
To trade up, email hello@sheergem.com with the piece you'd like to trade in and the new piece you're interested in. We'll guide you through the process.
4. Lifetime Cleaning & Inspection
Send it in any time. We clean, polish, and inspect. At no cost, ever.
Every SheerGem piece is eligible for free professional cleaning and inspection at any time, for life, regardless of when you bought it. Send it in once a year, once a decade, or whenever it needs attention. We clean and polish the piece, tighten any loose stones, check for any developing structural issues, and ship it back to you.
This is a real service, not a gimmick. Most warranty claims we'll ever see can be prevented by an early-stage inspection that catches a loose prong before the stone falls out. We'd rather you send pieces in for free and avoid a warranty claim entirely.
To use the cleaning service, email hello@sheergem.com. We send a prepaid shipping label and return the cleaned piece within two weeks.
5. SheerLift — 5% Forever
5% of every order funds a microloan to a woman entrepreneur. She repays. We lend again.
Five percent of every SheerGem order funds a microloan through Kiva to a woman building her dream business. When she repays — and 96% of Kiva borrowers do — we relend the funds to another woman. And again. The original 5% from your purchase keeps lifting, forever.
This isn't a temporary campaign or a percentage-of-profits commitment. It's 5% of gross revenue on every order, every month, every year. The percentage is the floor — we may run higher campaigns periodically (a 10% October, a Double-Up December) — but it never goes below 5%.
For the full mechanics of how SheerLift works, including the Kiva selection process, the bio card you'll receive with every order, and the quarterly impact reports, read How SheerLift Works.
6. Planet-Friendly, People-First
100% recycled gold and platinum. Zero mining. Carbon-neutral shipping. Plastic-free packaging.
Every metal element of a SheerGem piece is made from 100% recycled gold or platinum. We require recycled-source documentation from every refiner we work with, and we don't accept metal whose origin can't be verified.
Every stone is laboratory-grown — zero mining, zero environmental disruption from extraction.
Every order ships carbon-neutral, with shipping emissions calculated and offset through verified climate projects.
Every package is FSC-certified and plastic-free — recycled paper outer mailers, FSC-certified inner boxes, fabric pouches in place of plastic. The bio cards that ship with every order are printed on recycled cardstock with vegetable-based inks.
None of this is optional or aspirational. It's the standard for every SheerGem order, with no exceptions.
What we won't do
We won't add fine print to any of these commitments. The six promises above are the entire SheerPromise, and they mean what they say.
We won't soften any commitment to expand profit margins. The SheerPromise can become more generous over time — never less. If we ever extend the warranty period, raise the trade-up percentage, or increase the SheerLift commitment, we'll do it publicly. We won't quietly reduce any of them.
We won't deny a claim by reinterpreting what we promised. If you have a piece that's covered by any of the six commitments, the answer is yes — we'll honor it. If there's any genuine ambiguity, we'll resolve it in your favor.
Questions
If you have questions about any specific commitment, how to use it, or what it does and doesn't cover, email us at hello@sheergem.com. We'll answer.