Refund policy

Return Policy

Our exchange and return policy applies only to orders placed through our website: www.pm-atelier.com.

Return Policy

Conditions for Return

  • You have 14 calendar days from the date you receive your order (as shown in the delivery tracking information) to request a return.

  • To be eligible, the product must:

    • Be unworn, in its original packaging, and with all original tags attached.

    • Be accompanied by proof of purchase (e.g., order confirmation or receipt).

  • If your return is accepted, you have 5 working days to post your item back (based on the postage date shown in tracking information).

    • If you miss this deadline, PM Atelier may cancel your return request.

    • If a new shipping label is required, an additional postage fee will apply (see below).

Return Labels & Fees

  • Switzerland: A postage fee of 2.90 CHF will be deducted from your refund to cover return shipping costs.

  • Canada: A postage fee of 10 CAD will be deducted from your refund to cover return shipping costs.

  • Other Countries: A postage fee of up to 15 CHF will be deducted from your refund to cover return shipping costs.

If a replacement label is needed, these fees will be charged again.

 

Shipping Requirements

  • All returns must include proof of postage and be sent using a tracked shipping service (or using the label provided by PM Atelier).

  • Returns sent without tracking cannot be refunded if lost in transit.

 

Refund Processing

  • Once your return is received and inspected, and approved, your refund will be issued to your original method of payment within 10 working days.

  • No refunds will be issued after the return window has closed.

Extended Holiday Returns & Exchanges

Purchases made during December [Year N] qualify for an extended return/exchange period.
 These items can be returned or exchanged until January 15th of the following year (Year N+1).

Exceptions / Non-Returnable Items

Certain items cannot be returned or exchanged, including:

  • Custom-made products, such as:

    • Made-to-length items (other than standard lengths listed on the product page)

    • Bespoke products

    • Personalized products (e.g., items stamped with initials)

  • Made-to-order products (as indicated in the product description)

  • Sale items

  • Gift cards

If you are unsure whether your item qualifies for a return, please contact us before sending it back.

 START A RETURN

To start a return, please log in your account and request a return. Alternatively, you can send us an email at    contact (at) pm-atelier.com

Damages, Warranty & Care Policy

Damages and Issues

Each PM Atelier creation is carefully inspected before leaving our studio.
Upon receiving your order, please inspect your item immediately and contact us without delay if it is defective, damaged, or incorrect, so that we may promptly review the issue and make it right.

Our jewellery is designed to be cherished for years to come. When cared for according to our care guidelines, you should not experience any issues.
However, if you do encounter a problem, please reach out to us — we will thoroughly assess your case.
If we determine that the issue arises from a part or craftsmanship fault, we will repair or replace the item at no additional cost to you.

This service is valid within 12 months of the purchase date.
For full details, please refer to our Manufacturer Warranty below.

Please note, this coverage does not include:

  • Lack of care or non-adherence to our recommended care guidelines

  • Breakage caused by excessive force or improper handling

  • Scratches, marks, or tarnishing resulting from regular wear

12-Month Manufacturer Warranty

PM Atelier pieces are crafted with the utmost care and precision.
We guarantee that our jewellery, purchased directly from PM Atelier or from an authorized distributor, will be free from manufacturing defects for 12 months from the date of receipt.

If you believe your piece has a manufacturing defect:

  • Please do not wear the item.

  • Contact us immediately so we can arrange an inspection.

Shipping Costs:
Customers are responsible for postage fees when sending items for inspection or repair.
All shipments must include proof of postage and use a tracked service or a PM Atelier-provided label.
We cannot be held responsible for parcels lost in transit without tracking.

If the issue is confirmed to be a manufacturing defect, we will:

  • Repair the piece, or

  • Replace it when appropriate — at no charge to you.

Due to the natural and organic materials used in our creations, we cannot always guarantee an identical replacement. However, we will ensure your repaired or replaced piece closely matches the original in beauty and character.

Please note:

  • Slight variations in gemstones, pearls, or craftsmanship are part of the natural, handmade essence of PM Atelier jewellery and should not be considered defects.

  • Any work (repair, sizing, or service) performed by a third party without our prior approval will void this warranty.

Care & Maintenance

To preserve the lasting beauty of your jewellery, PM Atelier offers regular servicing to ensure your pieces remain in perfect condition.
We also provide a complimentary check-up and cleaning service, to verify the security of settings and restore your jewellery’s brilliance.

If additional maintenance or repairs are recommended, we will inform you in advance of any associated costs and updated timelines.
Pieces must be returned to our studio using tracked shipping.

 

Warranty Conditions & Exclusions

Our warranty and maintenance services are available exclusively to the original purchaser of the product.
(If you received a PM Atelier piece as a gift, please contact us — we will be pleased to advise you.)

This warranty becomes void if:

  • The piece has been altered, resized, or repaired by anyone other than PM Atelier, without our prior agreement.

  • Damage or loss results from failure to properly care for or maintain the jewellery.

Not Covered Under Warranty:

  • Scratches, nicks, or dents inherent to precious metals

  • Damage caused by impact, excessive force, or improper storage

  • Discolouration from exposure to chemicals (e.g., cleaning products, cosmetics, chlorine, perfumes)

  • Tarnished metals or natural wear from everyday use

  • Loss or theft of jewellery, gemstones, or pearls

Our warranty exists to uphold the integrity of our craftsmanship — not to cover normal wear and tear.
We are, however, always happy to advise on professional cleaning, maintenance, or restoration for any piece, whether under warranty or not.

Last updated: 09/10/2025