Warranty & Repair

Do I have a guarantee on my PROMETTO jewelry?

PROMETTO products are guaranteed against manufacturing defects for 12 months from the date of purchase. This is an additional guarantee provided by PROMETTO and does not affect the legal guarantee.

For damage and/or defects due to normal wear and tear, the warranty period is 6 months. Your PROMETTO product will be replaced free of charge (subject to product availability) if the defect is covered by the warranty.

Improper use, disassembly or repair by anyone other than an authorised PROMETTO specialist is not covered by this warranty. In this case the warranty will be void.

If your product fails within the warranty period, it will be replaced with a new product (subject to product availability) free of charge. If your product cannot be exchanged under warranty, for example if it is no longer in stock, one of our Customer Care Specialists will contact you to find a suitable solution.

What should I do if my jewellery arrives damaged?

We are sorry to hear that your jewellery has arrived damaged. We are here to help you resolve this issue!

Please follow the steps below so that we can provide you with an appropriate solution as soon as possible:

Contact us: Contact one of our Customer Care Specialists as soon as possible after receiving your order via hi@promettojewelry.com.

Send a photo: Take clear photos of the damaged jewellery and packaging. This will help us to assess the damage more accurately.

Keep the jewellery: Keep the jewellery and original packaging until you receive further instructions from us.

Shipping instructions: One of our Customer Care Specialists will provide you with shipping instructions for returning the damaged jewellery.

Replacement or refund: Once we have received and inspected the damaged jewellery, we will send you a replacement or process a full refund, depending on your preference.

Can my broken PROMETTO jewellery be repaired?

How unfortunate that your PROMETTO jewellery has broken! This is certainly not intentional and we would like to solve this for you.

Please send an email with a picture of the broken item and your order number to hi@promettojewelry.com.

One of our Customer Care Specialists will be happy to help you!

Has your jewellery broken within the warranty period?

If the item is in stock, we will replace it.

Within the terms of the warranty, this replacement is free of charge.

If exchanging your jewellery is not possible because it is out of stock, you will always be contacted first by one of our Customer Care Specialists using the email address provided on the repair form.

Has your jewellery been damaged outside the warranty period?

There will always be a charge for repair or replacement. For more information on costs and how to request a repair, please contact a Customer Care Specialist at hi@promettojewelry.com.

Does the warranty period for my jewellery restart after a repair?

No. The warranty period starts when your jewellery is delivered to you and does not restart after a repair.