Hi Dora,

I am writing to you for my sister. She has a PANDORA Intricate Lattice Clear CZ (size 50) and 2 off the stones fell off. A PANDORA associate confirmed that it was not caused by damaged but said because she bought it 2 years ago and it’s a discontinued ring they told me that nothing can be done. I sent an email to PANDORA Canada and I still haven’t got a response. Please help me!

Thank you, Delia

Hi Delia,

Thank you for your email. PANDORA are normally very good at replacing items. I had a Galaxy charm which also had a stone which fell out and when I took it to a PANDORA store they exchanged it for a new charm. 

I checked the PANDORA Canada Estore and the Intricate Lattice Ring is still available and in stock in a size 50. Here is a direct link.

Regarding the warranty for PANDORA Canada, under ‘Warranty Coverage’ their site sates: “PANDORA warrants all non-watch products against defects in materials and workmanship under ordinary consumer use for a period of ONE (1) YEAR from the date of original retail purchase. During these warranty periods, if a defect arises in the product, and you follow the instructions for returning the product, PANDORA will, at its option, to the extent permitted by law, either (i) repair the product using new or refurbished parts, at PANDORA’s expense; (ii) replace the product with a new product that is equivalent to the product that is to be replaced; or (iii) refund to you all or part of the purchase price of the product.”

Even if the Intricate Lattice Ring is unavailable in your local PANDORA store, they should be able to replace the missing stones. Many PANDORA stores are happy to do this even after one year from purchase and it is down to the managers discretion. My suggestion is that you go into your local PANDORA store and pleasantly ask if they can a) replace the item or b) replace the missing stones.

Additionally, the PANDORA Canada Estore states: “Some provinces do not allow limitations on how long an implied warranty lasts or do not allow the exclusion or limitation of incidental or consequential damages, so the above exclusions and limitations may not apply to you.” It may be worth your while to check the laws of your province in Canada as the 1 year warranty may actually have no limit and be able to replaced after any duration of purchase!

Finally, if you are unable to solve the issue with PANDORA, another jewellers should be able to replace the missing stones at minimal cost.

Please let me know what happens.

Dora x

Hi Dora,

I contacted the PANDORA Canada Customer Services (CAConsumer@pandora.net) and explained the situation to them and they were great! They explained to me that they didn’t have this ring in stock but only online. They provided me with an envelope to return the ring in exchange for another at same value. So I sent them the damage ring and after a few days I received a different replacement ring in the mail. They also provided me with a promo code, so I can reorder the intricate lattice again! I was really impressed with their customer service!

Thank you, hope this can help someone else!

Delia

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