After-Sales Policy

At The Pure Eternity, we are committed to ensuring that our customers enjoy a worry-free experience when purchasing from us. Our comprehensive after-sales policy has been designed to provide long-term support, emphasizing quality service and transparency. Below, you’ll find the details of our policy:

1. Lifetime Free Repairs

We proudly offer lifetime repair services free of charge for eligible issues not caused by human factors. This includes repairs for manufacturing defects or issues related to the craftsmanship of our jewelry. Please note: Damage caused by misuse, accidents, or unauthorized modifications will not be covered under free repair services.

2. Free Shipping and Customs Clearance (Within 90 Days)

For repair requests made within 90 days of receiving your item, we will cover all shipping and customs clearance costs. We also offer convenient pick-up services at your doorstep to simplify the process.

3. Shipping Costs (After 90 Days)

For repairs requested after 90 days, customers are responsible for covering the shipping costs to return the item to our facility. Additionally, any customs clearance fees incurred during the process will be the responsibility of the customer. However, repairs will remain free of charge.

4. Damage Caused by Human Factors

If damage is determined to be caused by human factors—such as accidental damage, improper use, or third-party modifications—the customer will be responsible for all associated costs. These include repair fees, material costs, and shipping fees.

5. Lifetime Free Maintenance

Our lifetime free maintenance service ensures your jewelry stays in pristine condition. While the maintenance itself is complimentary, customers are responsible for covering shipping costs associated with this service.

6. Reinspection Support

We support the reinspection of products and accept inspection reports issued by accredited institutions, such as IGI or GIA, or any mutually agreed-upon body. Should discrepancies arise between the inspection report and the original order, we will provide a refund for the returned product and cover the inspection costs.

For any questions, assistance, or to initiate a repair request, please contact our customer service team. We are dedicated to ensuring your complete satisfaction and providing timely support for any concerns.