Bought something from

Pandora

that broke too soon?

All genuine Pandora jewellery purchased in Australia comes with a 24-month (2-year) voluntary warranty against manufacturing defects. Coverage includes faults such as:

• Clasps that don’t close properly.
  
  
• Loose or missing stones due to defective settings.
  
  
• Faulty chain links or casting defects.
  
  

Pandora typically provides a brand-new replacement. If the style is no longer available, you’ll receive a similar item of equal value or a refund.

Pandora does not operate repair workshops. Instead, they will either replace/refund your item or cover reasonable third-party repair costs if you choose to have it fixed locally.

This warranty is in addition to your rights under Australian Consumer Law. Even after two years, if your jewellery fails to meet reasonable durability expectations, you may still be entitled to a remedy.

1. Identify the issue: Stop wearing the item to prevent further damage. Ensure it’s within the 2-year warranty window (or consider ACL rights if just outside).
   
   
2. Gather proof of purchase: Receipt, gift receipt, or online invoice.
   
   
3. Choose your claim method:
   
   
   • In-store (fastest): Bring the item and proof of purchase to any Pandora concept store or authorised retailer.
     
     
   • Online/Customer Care: Submit a claim via the Pandora AUNZ support portal or call 1800 313 554. Attach photos if online.
     
     
4. Provide item for inspection: Staff will check in-store, or you may receive a prepaid label for mail-in claims.
   
   
5. Assessment & decision: If approved, you’ll receive a replacement, similar item, or refund.
   
   
6. Resolution & paperwork: Exchanges/refunds are logged in Pandora’s system. Keep the new receipt or exchange record.
   
   
7. After-service: Warranty continues from the original purchase date.
   

Pandora’s warranty does not cover:

• Improper use or care (e.g., broken chains from pulling, exposure to harsh chemicals).
  
  
• Normal wear & tear (e.g., tarnishing, scratches, stretched chains, leather wear).
  
  
• Loss or theft.
  
  
• Third-party alterations/repairs (e.g., resizing by another jeweller).
  
  
• Claims outside the 24-month period, unless ACL rights apply.
  
  
• Excluded situations: Tarnishing from perfume/sweat/chlorine, oxidized charm fading, or damage caused by misuse.
  
  

⚠️ Note: Pandora makes it clear that warranty exclusions do not override your consumer rights under Australian law.

Be prepared with:

• Proof of purchase (receipt, gift receipt, or invoice).
  
  
• Authenticity & warranty card (provided with each item).
  
  
• The jewellery item itself (bring all parts).
  
  
• Photos of the defect (for online/mail claims).
  
  
• Contact details (name, email, phone).
  
  
• Any prior case references if you’ve contacted Pandora before.
  
  

Without proof of purchase, claims may be denied, though Pandora can sometimes trace purchases through their system or Club membership.

• In-store claims: Often resolved immediately (10–15 minutes) with a replacement or refund.
  
  
• Complex cases: May take an extra day or two for manager/head office review.
  
  
• Mail-in claims: Typically 2–3 weeks total, including postage, assessment, and replacement/refund shipping.
  
  
• Updates: Expect confirmation emails at key steps (claim submitted, item received, resolution processed).
  
  

During busy seasons (holidays/sales), allow for possible slight delays, but warranty issues are usually prioritised.