Refund policy

Our Exchange and returns policy applies for orders placed through our website www.pm-atelier.com only.

RETURN POLICY 

CONDITIONS FOR RETURN

  • A restocking fee of 5 CHF will be applied to each return, deducted per order

  • Return labels :
    • Switzerland: Return and exchange labels are provided free of charge.
    • Other Countries: A postage fee of 15 CHF will be deducted from your order to cover the return shipping costs.

  • You have up to 14 calendar days after receiving your item to request a return from the date indicated on the delivery tracking information. If your product is eligible, you can return it for any reason.

  • All returns must have a proof of purchase to be accepted

  • All returned items must be in an unworn condition and in its original packaging, with their tags on.

  • Once the return is accepted, you have 5 working days to post back your product ( postage date indicated on the delivery tracking information) Past this period, PM Atelier can cancel your return request.

  • All returns require a proof of postage and must be sent using a tracked service or the label provided. Otherwise, we won’t be able to refund your order if it’s lost in the mail

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

  • Extended Holiday Returns and Exchanges: Eligible products purchased during December [Year N] are covered by an extended return and exchange period. These items can be returned or exchanged up until January 15th of the following year (Year N+1).

  •  We don't provide any payment refund after the return window closes.

EXCEPTIONS / NON-RETURNABE ITEMS

Certain types of items cannot be returned or exchanged, like custom products. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns or exchanges on sale items or gift cards.

Are considered as custom products:

  • Made to length products (other than the standard lengths available on the products listings)

  • Bespoke products

  • Personalized products: such as initial stamped products

  • Products made to order specifying in the item description that they are not refundable.

 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 AND ISSUES

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

All our products are carefully inspected before shipping. As long as basic usage instructions are followed, you should not have any problem with our Jewellery.

If you have a problem with our jewellery, please don’t hesitate to get in touch with us. We will carefully investigate the issue and if we conclude that it is related to a part or craftsmanship failure, we will either repair or replace it, at no additional cost to you. This is valid within 12 months of purchase, please see our warranty policy for the details.

This does not cover the lack of care to our recommended product guidelines, jewellery breakages from excessive constraints, wearing scratches or tarnished metals due to wear and tear.

12-MONTHS MANUFACTURER WARRANTY

Our products are made with the utmost care and expertise and we ensure PM Atelier  jewellery pieces purchased directly from us or our authorized distributors will be free from manufacturing defects.

If you believe your item has a manufacturing defect, please do not wear the piece and contact us immediately so we can arrange for inspection.

This warranty is valid for the 12 months from the date you receive your product.

We don't cover postage fees for sending the products back to us for any inspection or repair. All shipments require a proof of postage and must be sent using a tracked service or the label provided. Otherwise, we decline responsibility if your item gets lost in the mail.

If the damage to your jewellery is indeed due to a manufacturing defect, we will repair the merchandise or replace it if appropriate without charge.

Please kindly note that due to the organic nature of materials used, we cannot always guarantee a perfect match to the original in case of having to replace a component of the piece or the piece in its entirety, although we will strive to provide you a piece as close to the original as possible.

Our 12 months Manufacturer Warranty covers any manufacturing defects but this warranty does not cover tarnished metals  and damage due to wear and tear from normal wear and tear from everyday use. Please see the Conditions and Exclusions list below.

 If after inspection, the damage is deemed not caused by a manufacturing defect, we will contact you and explain what repair options are available to you, and at what cost.

Any work done to your PM Atelier  piece (repair, sizing, any other service) by someone other than us, without prior consultation and agreement with us, will void your Manufacturer warranty.

Please kindly note that the materials we work with are organic, and thus by nature irregular: variations in natural characteristics and colours of gemstones or pearls are completely normal, and part of the unique character of your PM Atelier  piece.

Very slight and inconsequential variations in craftsmanship might be noticeable, as all of our pieces are made by hand. These variations should not be considered a defect.

CARE 

We offer regular servicing of your jewellery, to make sure it is well looked-after and maintained so it can last as long as possible. Complimentary check-up and cleaning service are available to make sure your piece is secure and looking its best, and can advise if any maintenance work is required.

If we assess that any maintenance work is required we will first inform you of any costs and updated timelines. The piece must be sent by tracked mail, to our studio.

WARRANTY CONDITIONS AND EXCLUSIONS

Warranty and maintenance services as described above are only available to the person who purchased the covered product from PM Atelier  (if the piece was purchased for a friend, family member, etc, please do get in touch with us for advice).

Any work done to your PM Atelier  piece (repair, sizing, any other service) by someone other than us, without prior consultation and agreement with us, will void your Manufacturer warranty.

Damage or loss that result from failure to obtain repairs or maintain the integrity of your piece are also not covered by us. This could for example include:

Scratches, nicks and dents are inevitable to precious metal and are not considered a defect 

Exposure to any unreasonable force or harmful conditions, improper wear/care, and improper storage. This includes cases where improper wear has caused damage resulting in loss of a stone or pearl 

Discolouration of the piece due to exposure to chemicals (through contact with cleaning products, cosmetic products, chlorine from swimming pools, hot tubs, etc)

 This warranty does not cover tarnished metals and damage due to wear and tear from normal wear and tear from everyday use.

We do not provide warranties for damage due to normal wear, product loss, loss of stones or pearls, or theft of the jewellery piece.

 


Last updated: 04/12/24