Lifetime Warranty
We make jewellery to be worn every day, and we stand behind every piece for as long as you own it.
If anything happens to your Prism & Pearl piece, we will repair or replace it, free of charge, for life. No questions asked.
What is covered
Covered, for the life of your piece
We will look after
- A stone that loosens or falls out
- A broken clasp, chain, setting or earring post
- Plating or finish that wears over time
- Everyday knocks, bends and wear
- Care mistakes, like a swim in the pool or a pearl washed in hard water. We would rather you were happy than be strict about it.
What we cannot cover
- Lost or stolen pieces, because we need the original back to repair or replace it.
How it works
Making a claim is easy
1
Get in touch
Email us at customerservice@prismandpearl.store with your order number and a photo of the piece. No receipt? Just give us the name or email used for the order.
2
Send it back free
We will email you a prepaid, tracked Australia Post return label. Pack your piece in its Prism & Pearl box or a padded envelope and drop it at any Post Office. In New Zealand, post it back tracked and we will refund your postage straight away.
3
We make it right
We repair or replace your piece and send it back to you, with free delivery. We will keep you updated along the way.
The details
Warranty FAQs
Does a claim cost me anything?
No. The repair or replacement and postage both ways within Australia and New Zealand are free.
Will I get a repair or a new piece?
Whichever gets you wearing it again soonest. We will either repair your piece or replace it with a new one.
What if my design is no longer available?
We will replace it with the closest piece of equal value, and talk you through the options first.
I received my piece as a gift. Am I covered?
Yes. The warranty covers the person wearing it. We just need the order number or the purchaser's name or email so we can find the order.
Is there a limit on claims?
The warranty applies to each piece for as long as you own it. If something keeps happening to the same piece, we will work out the best long-term fix with you.
Your rights under the law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Our lifetime warranty is in addition to these rights, and to your rights under the Consumer Guarantees Act 1993 if you are in New Zealand. It does not limit them in any way.
Warranty provided by Prism and Pearl Pty Ltd, ABN 56 684 571 177, Sydney, Australia. Email customerservice@prismandpearl.store.
Jewellery made to be worn
Every piece comes with its GRA certificate, gift boxed, and covered for life.
Shop the collection