For orders from 01.12.2024 placed via our webshop or PURELEI stores in Munich and Cologne, a 5-year guarantee applies.
This guarantee covers the following defects:
Color changes on coated stainless steel (rose gold coating excluded)
Defective or malfunctioning clasps
Tearing of chains or chain elements
Sharp edges or settings
Tangling of chain links, if reported within 10 days of receipt
Important:
The guarantee is additional to the statutory warranty and does not replace it.
How does a guarantee case work?
If you want to report a guarantee case, please contact us via the chat button at the bottom right of our website. We’ll be happy to help. 💛
To process your case quickly, please send us:
Your order number
One or more clear photos of the jewelry
A short description of what exactly happened
Photos for review
To help us assess the defect as quickly as possible, make sure your photos:
Show the entire piece of jewelry
Clearly show the defect (close-up)
Are sharp and well-lit
Sometimes a short video can also help, e.g., if a clasp no longer closes properly or a moving part doesn’t function correctly.
The clearer the defect, the faster we can assess your case and offer a suitable solution.
What happens in a guarantee case?
If a defect covered by the guarantee is confirmed, the procedure is as follows:
Exchange for the same item (if available)
Alternatively, an equivalent replacement item from our assortment
Note: No repairs are carried out.
The guarantee period starts on the purchase date. A guarantee service does not extend the guarantee period.
If you are unsure, contact us via the chat button at the bottom right of our website. We’re happy to help. 💛