These Terms apply to the repair, alteration, cleaning, and adjustment services requested through FoundRae ("FoundRae") and performed by our third-party service center, Carousel Repair LLC ("Carousel"). By submitting a service request, you acknowledge and agree to the following:

1. Service Evaluation and Authorization

The information and photographs submitted with your request may be used to provide an initial assessment or preliminary estimate. Because the item has not yet been physically inspected, the services required, repairability, price, and estimated completion date may change after the item is received and examined.

You will receive a final estimate or confirmation of coverage before service work begins. No materially different service or additional charge will be performed without your approval.

You represent that you own the item or are authorized by its owner to request the services.

2. Service Results and Minor Alterations

Jewelry servicing is performed by hand, and exact restoration to the item's original condition may not always be possible. You authorize minor changes that are reasonably necessary to complete the approved service/repair. These may include slight variations in appearance, finish, polish, plating, color, dimensions, component placement, or replacement components.

FoundRae or Carousel will request your approval before making a material change to the item's design, appearance, structure, or approved jewelry service scope. Natural stones, finishes, plating, and previously serviced or altered components may respond differently to the jewelry service process because of their condition, age, or inherent characteristics.

3. Shipping Items to Carousel

An approved and prepaid shipping label will be provided. You must:

• Use the label within the validity period stated in the shipping instructions;
• Confirm that the sender and return addresses are correct;
• Securely package the item with adequate cushioning inside a sturdy outer box;
• Deliver the package to an authorized staffed location of the designated carrier; and
• Retain the carrier-issued drop-off receipt until receipt of the item is confirmed.

Do not leave the package unattended, place it in a collection bin, give it to an unauthorized third party, reroute it, or use a different label or carrier without written authorization.

A shipment made using an expired, altered, unapproved, rerouted, or improperly used label may not qualify for available carrier or shipment-protection coverage. Shipments sent without an approved label or contrary to the provided instructions are sent at your risk, to the extent permitted by law.

Coverage for loss or damage during transit, when available, is subject to the applicable carrier or shipment-protection terms, exclusions, documentation requirements, and claims review. Providing a shipping label does not guarantee that a particular claim will be approved.

4. Intake and Inspection

Packages received by Carousel may be logged, photographed, weighed, and opened under video surveillance. The item and packaging may be inspected and documented to confirm their condition and contents.

If the package arrives damaged, opened, empty, or with a discrepancy, FoundRae or Carousel may notify you and the carrier and may request supporting information for an investigation.

5. Return Delivery and Claims

Return shipments will include tracking and may require an adult signature. You are responsible for providing a complete and accurate delivery address and monitoring the tracking information.

Before accepting delivery, inspect the package for visible damage, opening, resealing, or tampering. If possible, refuse visibly damaged or tampered packages and promptly notify the carrier and the jewelry service support team.

Any loss, damage, missing contents, or other delivery issue must be reported within 48 hours after delivery or notice of loss. You may be asked to provide photographs, packaging, proof of value, carrier records, or other information reasonably necessary to investigate the claim. Please retain all packaging until the matter is resolved.

Claims and any available remedy are subject to investigation and the applicable carrier or shipment-protection terms. Once delivery is confirmed at the address you provided, responsibility for subsequent loss, theft, or damage passes to you, except where applicable law requires otherwise.

If you cancel the request after shipping the item, you may be responsible for previously disclosed return-shipping, inspection, handling, or partially completed service charges.

6. Customer Information and Service Updates

FoundRae and Carousel may collect and share the information reasonably necessary to evaluate, administer, perform, ship, and provide support for your jewelry service. This may include your contact information, shipping address, order or purchase information, photographs, communications, jewelry service history, and information about the item.

Your information will be used to facilitate the jewelry service and provide related updates, including by email or, if you separately consent, text message. It will not be used for unrelated marketing through this jewelry service request.

Information may be provided to service providers involved in completing the request, such as jewelry service technicians, technology providers, payment processors, and shipping carriers. Information may also be retained or disclosed when reasonably necessary for recordkeeping, fraud prevention, claim administration, security, or compliance with law. Information will be handled in accordance with the applicable Privacy Policy: [FoundRae Privacy Policy Link].

7. FoundRae Jewelery Service Policies

• Servicing Fees: All servicing is subject to a fee unless our Master Jeweler determines the issue is a manufacturing defect.
• Scope of Service: This service is for aftersales servicing only. We are unable to exchange or replace your FoundRae piece through this process.
• FoundRae Returns & Exchanges: For purchases made at a FoundRae store or on foundrae.com: Please contact Client Care at clientcare@foundrae.com within our 14-day return and exchange window.
• Stockist Returns, Exchanges & Warranty: For purchases made through an authorized stockist: We are unable to honor stockist policies. Please contact the stockist directly regarding their return, exchange, and warranty terms.
• Unpaid Service Invoices: We will hold your piece for up to four (4) weeks while awaiting payment of your service invoice. If payment is not received within this period, your piece will be securely returned to the designated recipient.
• Authenticity Requirement: We are only able to service authentic FoundRae jewelry.

8. Electronic Acceptance

By checking the acknowledgment box and submitting your request, you confirm that you have read and agree to these Terms, authorize FoundRae and Carousel to evaluate your item, and consent to receiving communications necessary to administer the jewelry service.