Product complaints and repairs


CLAIMS - WARRANTY SERVICE


You can claim goods purchased through the e-shop, which are within the 24-month warranty period, with the warranty period starting from the date of receipt of the goods. You can claim for defects that are not caused by mechanical damage or failure to take the recommended care.

How to claim a piece of jewelry?

  • If you have purchased a piece of jewelry as a registered customer on our e-shop, log in to your account and find the order from which you want to claim the jewelry in the Orders section. Click on Return/Exchange/Claim and fill in the claim form.
  • If you purchased the jewelry as an unregistered customer, you can fill out the complaint form directly here:

    COMPLAINT FORM


OUT-OF-WARRANTY SERVICE


  • We provide out-of-warranty service for all jewelry that is no longer under warranty or if the buyer does not provide/does not have a proof of purchase.
  • This service is chargeable. The amount of the jewelry repair fee is determined by assessing the photograph of the defect attached to the form.
  • After assessing the defect, we will send you a quote by email, which you can either accept or reject.
  • If you are happy with the price of the repair, you will be able to pay for it directly in the email. After payment, we will email you further instructions.
  • If you reject the quotation or fail to pay within 7 days, the out-of-warranty service request will be archived as pending.
  • There are defects that cannot be rectified, in which case we will inform you of this fact by email and the request for out-of-warranty service will be archived.
  • You can fill in the request for out-of-warranty service directly here:

    OUT-OF-WARRANTY CHARGEABLE SERVICE

All complaints as well as service requests must be registered in our system. Once you have submitted a claim for goods or out-of-warranty service, you will receive an email confirmation of receipt of the claim and instructions on how to deliver the package to us via Packeta's dispensing point within 24 hours. If you have not received instructions on how to ship your package, please check your spam and junk mail box. If you still can't find the email with instructions, please contact us directly at hello@petratoth.sk


We have 30 days from the date of delivery of the damaged jewelry to process the claim and out-of-warranty service. We will notify you by email when the package is delivered to our warehouse.