H Samuel manufactures fault on engagement ring

Jimmy2464

Hi. So bought an engagement ring through h Samuel in 2023. Then got engaged in 2024. This ring was part of the enchanted Disney rings they do or did. While I had the ring I had insurance etc warranty until we finally got engaged and and a bit after until I stopped it eventually. But maybe at the beginning or so of 2025 my wife noticed her finger getting sore with the ring. So she’s took it off to take a look and behold there is 2 cracks in the inner ring of the engagement ring. So finally last month or so we got round to just nipping in to a local h Samuel store. Just to see what they said. Everything checked out etc. they sent it off for it to be looked at etc. they rang us to say they got it back and if we could nip back in store. Anyway they have said it’s a manufactures fault. As to which no one ever told us these rings had at any time. Until we went in and asked for it to be looked at. So there resolution was we could exchange it for a ring the same price it was at the time of purchase but we would have to hand the original ring over to them. Bearing in mind this ring has sentimental value to us both. They suggested to us to go to a  store they know local to them  and see if they could repair it. But if we went ahead with this then h Samuel couldn’t do anything for us then once they touch it.  We checked this store out and asked about it and they said it wasn’t a guarantee they could fix the ring and it would lose the Disney mark on the ring if they did try. We left this store and went back to h Samuel. We were still undecided what to do. A member of staff suggested if we chose to exchange the ring then maybe we could buy the ring back from them at a cheaper price, can’t remember the name of what it’s called now but something to do with its weight I think. Anyway we have not chose what we want to do yet and still have the ring but my now wife hardly wears it due to the damages it irritates her finger a lot and leaves it red and sore. Another option was they can just give us a refund but again we don’t get to keep the ring. How is this fair when I have paid for it and it’s their fault. And they never contacted us at any time to say when they found out those rings have a manufactures fault on them ? This ring means a lot to us now and I proposed to my wife while we was on holiday in Mexico. So it means a lot to us. What do people think we can do. And is there a way to keep the ring and also get money back or get another ring aswell as keeping are original ring. 

Emmia

If the ring is causing your wife's finger to be red and sore, I suggest she stops wearing it. Is it because the ring is a little too small and water is getting trapped near the skin?

What is the ring made from? Gold? Silver? Plated?  Has your wife perhaps developed an allergy to the metal? Looking at the Disney Rings offered on the H Samuel website some are gold and some are silver.

You won't get to keep the ring and get another ring at no cost - as that leaves you better off. 

Personally I would sacrifice the Disney logo on the inside of the band and have it repaired so your wife can wear it comfortably. Or, alternatively buy her a replacement "engagement" ring she can wear day to day.

Ayr_Rage

Please add some line breaks, very difficult to read that wall of text.

You can't have your cake and eat it, if you accept a replacement or refund you don't get to keep the old ring.

Their offer is fair, they are offering a full refund.

If you want to buy back the faulty ring for sentimental reasons what is the price for that and what was the original cost?

MattMattMattUK

Jimmy2464 said:

Hi. So bought an engagement ring through h Samuel in 2023. Then got engaged in 2024. This ring was part of the enchanted Disney rings they do or did. While I had the ring I had insurance etc warranty until we finally got engaged and and a bit after until I stopped it eventually. But maybe at the beginning or so of 2025 my wife noticed her finger getting sore with the ring. So she’s took it off to take a look and behold there is 2 cracks in the inner ring of the engagement ring. So finally last month or so we got round to just nipping in to a local h Samuel store. Just to see what they said. Everything checked out etc. they sent it off for it to be looked at etc. they rang us to say they got it back and if we could nip back in store. Anyway they have said it’s a manufactures fault. As to which no one ever told us these rings had at any time. Until we went in and asked for it to be looked at. So there resolution was we could exchange it for a ring the same price it was at the time of purchase but we would have to hand the original ring over to them. Bearing in mind this ring has sentimental value to us both. They suggested to us to go to a  store they know local to them  and see if they could repair it. But if we went ahead with this then h Samuel couldn’t do anything for us then once they touch it.  We checked this store out and asked about it and they said it wasn’t a guarantee they could fix the ring and it would lose the Disney mark on the ring if they did try. We left this store and went back to h Samuel. We were still undecided what to do. A member of staff suggested if we chose to exchange the ring then maybe we could buy the ring back from them at a cheaper price, can’t remember the name of what it’s called now but something to do with its weight I think. Anyway we have not chose what we want to do yet and still have the ring but my now wife hardly wears it due to the damages it irritates her finger a lot and leaves it red and sore. Another option was they can just give us a refund but again we don’t get to keep the ring. How is this fair when I have paid for it and it’s their fault. And they never contacted us at any time to say when they found out those rings have a manufactures fault on them ? This ring means a lot to us now and I proposed to my wife while we was on holiday in Mexico. So it means a lot to us. What do people think we can do. And is there a way to keep the ring and also get money back or get another ring aswell as keeping are original ring. 

As you mention the inner ring I am guessing that you mean this one? It should not be too difficult for a proper jeweller to repair and as they have agreed to pay with it I would take option, the fact that might result in the small Disney mark being lost seems trivial. The reason they will not have contacted you to ask if there was a fault is because it is likely there would have been a very small percentage with a manufacturing fault, which is common across most products, it would be a very odd thing to do.

https://www.hsamuel.co.uk/engagement-ring-enchanted-disney-fine-jewellery-snow-white-050ct-diamond-ring/p/V-8594163

I agree with others, there is no way you are going to get a refund and keep the ring/keep the ring and get another one. It seems very odd that you think that would be the "fair" option. 

LightFlare

Sentiment is nice - but it does change over the years.

My wife (of 30yrs plus) is on her 5th engagement ring - or version of

Aylesbury_Duck

Jimmy2464 said:

And is there a way to keep the ring and also get money back or get another ring aswell as keeping are original ring. 

Not if that's not being offered, no.

Renfrewman

LightFlare said:

Sentiment is nice - but it does change over the years.

My wife (of 30yrs plus) is on her 5th engagement ring - or version of

My wife wishes!

MyRealNameToo

Renfrewman said:

LightFlare said:

Sentiment is nice - but it does change over the years.

My wife (of 30yrs plus) is on her 5th engagement ring - or version of

My wife wishes!

I stumbled on a US based forum once, most horrendous place on earth as far as I'm concerned. However there were hundreds of threads from these pretentious people talking about the upgrade path for their engagement ring. 

I mean basically they've taken De Beers thing about the engagement ring should be 3 months pay but added a new layer saying it should be upgraded at least every 5 years as husband's salary increases. 

Jimmy2464 said:

Hi. So bought an engagement ring through h Samuel in 2023. Then got engaged in 2024. This ring was part of the enchanted Disney rings they do or did. While I had the ring I had insurance etc warranty until we finally got engaged and and a bit after until I stopped it eventually. But maybe at the beginning or so of 2025 my wife noticed her finger getting sore with the ring. So she’s took it off to take a look and behold there is 2 cracks in the inner ring of the engagement ring. So finally last month or so we got round to just nipping in to a local h Samuel store. Just to see what they said. Everything checked out etc. they sent it off for it to be looked at etc. they rang us to say they got it back and if we could nip back in store. Anyway they have said it’s a manufactures fault. As to which no one ever told us these rings had at any time. Until we went in and asked for it to be looked at. So there resolution was we could exchange it for a ring the same price it was at the time of purchase but we would have to hand the original ring over to them. Bearing in mind this ring has sentimental value to us both. They suggested to us to go to a  store they know local to them  and see if they could repair it. But if we went ahead with this then h Samuel couldn’t do anything for us then once they touch it.  We checked this store out and asked about it and they said it wasn’t a guarantee they could fix the ring and it would lose the Disney mark on the ring if they did try. We left this store and went back to h Samuel. We were still undecided what to do. A member of staff suggested if we chose to exchange the ring then maybe we could buy the ring back from them at a cheaper price, can’t remember the name of what it’s called now but something to do with its weight I think. Anyway we have not chose what we want to do yet and still have the ring but my now wife hardly wears it due to the damages it irritates her finger a lot and leaves it red and sore. Another option was they can just give us a refund but again we don’t get to keep the ring. How is this fair when I have paid for it and it’s their fault. And they never contacted us at any time to say when they found out those rings have a manufactures fault on them ? This ring means a lot to us now and I proposed to my wife while we was on holiday in Mexico. So it means a lot to us. What do people think we can do. And is there a way to keep the ring and also get money back or get another ring aswell as keeping are original ring. 

Seems your return key has broken at the same time! 

You can't have your cake and eat it, ie you can't have a full refund and still get to keep the gold and diamonds. In principle you could agree to keep the ring and get a partial refund to reflect the value thats left in the ring, basically what they could have sold it for scrap for pretty much but they may argue they value it more than scrap value given their trade. 

Grumpy_chap

Aylesbury_Duck said:

Jimmy2464 said:

And is there a way to keep the ring and also get money back or get another ring aswell as keeping are original ring. 

Not if that's not being offered, no.

That does seem to have been offered, at a cost:

Jimmy2464 said:

 A member of staff suggested if we chose to exchange the ring then maybe we could buy the ring back from them at a cheaper price, can’t remember the name of what it’s called now but something to do with its weight I think. 

dumpster_fire2025

Jimmy2464 said:

Hi. So bought an engagement ring through h Samuel in 2023. Then got engaged in 2024. This ring was part of the enchanted Disney rings they do or did. While I had the ring I had insurance etc warranty until we finally got engaged and and a bit after until I stopped it eventually. But maybe at the beginning or so of 2025 my wife noticed her finger getting sore with the ring. So she’s took it off to take a look and behold there is 2 cracks in the inner ring of the engagement ring. So finally last month or so we got round to just nipping in to a local h Samuel store. Just to see what they said. Everything checked out etc. they sent it off for it to be looked at etc. they rang us to say they got it back and if we could nip back in store. Anyway they have said it’s a manufactures fault. As to which no one ever told us these rings had at any time. Until we went in and asked for it to be looked at. So there resolution was we could exchange it for a ring the same price it was at the time of purchase but we would have to hand the original ring over to them. Bearing in mind this ring has sentimental value to us both. They suggested to us to go to a  store they know local to them  and see if they could repair it. But if we went ahead with this then h Samuel couldn’t do anything for us then once they touch it.  We checked this store out and asked about it and they said it wasn’t a guarantee they could fix the ring and it would lose the Disney mark on the ring if they did try. We left this store and went back to h Samuel. We were still undecided what to do. A member of staff suggested if we chose to exchange the ring then maybe we could buy the ring back from them at a cheaper price, can’t remember the name of what it’s called now but something to do with its weight I think. Anyway we have not chose what we want to do yet and still have the ring but my now wife hardly wears it due to the damages it irritates her finger a lot and leaves it red and sore. Another option was they can just give us a refund but again we don’t get to keep the ring. How is this fair when I have paid for it and it’s their fault. And they never contacted us at any time to say when they found out those rings have a manufactures fault on them ? This ring means a lot to us now and I proposed to my wife while we was on holiday in Mexico. So it means a lot to us. What do people think we can do. And is there a way to keep the ring and also get money back or get another ring aswell as keeping are original ring. 

You're being unreasonable.

H Samuel's are not clairvoyant. They do not know your ring has a fault until someone looks at it and decides it has a fault. The only exception to this would be if the manufacturer did a recall, although that would depend on them having your details. Even then I don;t think there's any requirement to proactively contact customers unless it is dangerous.

They have offered to give you a credit note for the original value which is perfectly fine. If you push for your "consumer rights" then you'd probably get scrap metal prices for it.

They have tried to help you out by pointing you in the direction of a local jewellers who may be able to repair it, albeit (not unreasonably) stating that if they do repair it then they're no longer responsible for it (it will, after all fundamentally affect the strength of the ring.)

I can't see how they've done anything wrong here. They can't magic up a brand new version of the same ring that isn't being produced anymore (and you wouldn't be entitled to this anyway) and they've probably offered you more than you're entitled to legally by offering you a credit note for the original sale value.