If an item arrives at a retail store damaged or defective reach out immediately to info@bronwenjewelry.com.  If the item becomes broken while at the store - this is not considered defective.  Normal wear and tear on piece is not defective, but can often be repaired through our repairs department.  Follow our "here’s what to do for a repair" procedure on behalf of your customer or direct them to us directly at info@bronwenjewelry.com.