We will be happy to help you with your complaint. 🌺. We sincerely apologize if you have experienced any inconvenience in connection with your order. In this case, please contact our customer service team directly using the following form. We will de

We will be happy to help you with your complaint. &#x1F33A;&#xA0;We sincerely apologize if you have experienced any inconvenience in connection with your order.In this case, please contact our customer service team directly using the following <a href="https://purelei.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">form.</a> We will deal with your request as quickly as possible.&#xA0;Please do not register the defective/wrong or incomplete goods as a return. Our <a href="https://purelei.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">customer service</a> will take care of your complaint.&#xA0;Please always include your PL order number.If the piece of jewelry in question is a gift, the buyer must contact us directly. Defective piece of jewelry receivedPlease send us photos showing the entire piece of jewelry and the defect. Incorrect piece of jewelry receivedPlease send us a photo of the entire order and the back of the box of the incorrect piece of jewelry. A piece of jewelry is missingPlease let us know if you have received an empty box or if the item was missing completely.&#xA0;&#xA0;Order via AmazonPlease report the complaint directly via Amazon. To do so, click on &#x2018;PURELEI&#x2019; on the right-hand side of the product page and then on &#x2018;Ask a question&#x2019;.

My order is faulty/incomplete/wrong

All PURELEI jewelry comes with a 2-year warranty, provided that:. the defects in your piece of jewelry are due to a material or production error and are free of charge. The two-year warranty does not apply in the case of:. In addition, we offer you a

All PURELEI jewelry comes with a 2-year warranty, provided that:
the defects in your piece of jewelry are due to a material or production error and are free of charge.
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The two-year warranty does not apply in the case of:
<ul>
<li>defects or damage caused by improper use or negligence (e.g. impact, fall, glass scratches)</li>
<li>Defects or damage caused by improper repair or changes to the individual parts</li>
<li>Water damage to watches</li>
<li>Soiling on the piece of jewelry</li>
<li>Natural products (e.g. pearls, shells) that differ in shape, color and size from the product images due to their natural characteristics</li>
</ul>
In addition, we offer you a five-year guarantee on all jewelry made of stainless steel (with or without alloy). This applies to orders placed from 01/12/2024 in the webshop at www.purelei.com or in the PURELEI store in Munich (Kaufingerstra&#xDF;e 9, 80331 Munich).
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The guarantee covers the following defects:
<ul>
<li>Color change of the original, purchased color of the coated stainless steel in jewelry (products with rose gold plating are excluded)</li>
<li>Tearing of necklaces and other products with chain material</li>
<li>sharp edges or settings</li>
<li>Knotting of necklace links, provided that it is reported no later than 10 days after receipt of the product.</li>
</ul>
The following are excluded from the guarantee:
<ul>
<li>dropped, misshapen or defective stones and pearls.</li>
<li>Defects or damage caused by misuse, negligent use, improper use or accidents.</li>
<li>Defects or damage caused by normal wear and tear (e.g. scratches on the surface).</li>
<li>Defects or damage caused by unauthorised repairs or modifications.</li>
<li>Products from the categories Beauty, Fine Jewelry (jewelry made of 925 silver), jewelry storage and textiles of any kind.</li>
</ul>
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Both the warranty and the guarantee period begin with the purchase of the product. These can only be asserted by the buyer of the product.
&#xA0;
Should a defect covered by the warranty or guarantee occur within the warranty or guarantee period, we offer the following services in the following order:
<ol>
<li>Direct replacement: If available, the defective product will be replaced with the same product in the same color.</li>
<li>Equivalent replacement: If a direct replacement of the product is not possible within 30 days, you have the option to select an equivalent product from our range (Necklace for necklace, bracelet for bracelet, etc.). The price of the replacement product must be the same as the original purchase price of the item.</li>
</ol>
The product will not be repaired.
A warranty service does not extend the specified warranty period. A warranty service does not restart the warranty period.
Note: services under warranty are not transferable and no cash payment or compensation will be made.
For more information, please refer to our <a href="https://purelei.com/pages/agb">terms and conditions.</a>

Warranty and Guarantee

If you have ordered our jewelry via Amazon and have a complaint, please contact us via Amazon. The easiest way to find this option on Amazon is on the product page on the right-hand side. Click on "PURELEI" and then on "Ask a question" in the next sc

If you have ordered our jewelry via Amazon and have a complaint, please contact us via Amazon. The easiest way to find this option on Amazon is on the product page on the right-hand side.Click on &quot;PURELEI&quot; and then on &quot;Ask a question&quot; in the next screen.We will then contact you as soon as possible.&#xA0;&#xA0;

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