Clocks and Colours

Hi Cindy, Thank you for taking the time to share your experience. We're truly sorry that what was meant to be a birthday gift for your son became such a frustrating experience. We understand how disappointing it was for the original ring to arrive with tarnishing, and we're glad we were able to resolve that concern promptly by providing a replacement under our warranty. When the replacement ring was later returned to us, our team carefully inspected it to better understand the concerns being raised. During that inspection, we found that the ring had sustained significant wear and damage that was inconsistent with its original condition and was not indicative of a manufacturing defect. The condition of the ring was not one that would ever pass our quality inspections or be shipped to a customer, and no quality issue with the replacement itself had been reported prior to its return. While we always do our best to accommodate customers when unusual situations arise, we also have to make decisions based on the condition of the items we receive back. In this case, the evidence indicated that the ring had been heavily worn and damaged while in the customer's care, which meant we were unable to approve the requested refund under our return policy. As a gesture of goodwill, we did offer to return the ring to you rather than retain it, even though the return did not meet our policy requirements. We appreciate your previous support of our brand and are genuinely sorry that this experience has changed your impression of us.

Hi Glen, Thank you for taking the time to share your feedback. We're sorry to hear that your experience has left you disappointed. We understand how frustrating it is when a product does not perform as expected, particularly after only a short period of ownership. While all warranty claims are carefully reviewed, they are assessed on a case-by-case basis using the information and evidence provided. Our products are designed to be rugged and durable, but the length of time an item has been owned is only one factor considered during a warranty assessment. Depending on how an item has been worn or the conditions it has been exposed to, significant wear or damage can occur even within a relatively short period of use. Following our review of your submission, the condition of the item did not meet the criteria for warranty coverage under our policy. We appreciate that this was not the outcome you were hoping for, but we want to assure readers that our warranty process is applied consistently to all customers, regardless of where they are located. Geographic location does not influence the assessment or outcome of a claim. We remain committed to reviewing every case fairly and individually, and we appreciate you taking the time to share your experience.

Thank you for taking the time to share your feedback. We understand your concerns and appreciate the opportunity to review them. After receiving your inquiry, we escalated the matter to our internal product team and, out of an abundance of caution, conducted an audit of the remaining inventory for this style. Each unit inspected was measured against the product specifications, and our review confirmed that the pieces were consistently manufactured within the intended dimensions of the design. We recognize that measuring rope chains can sometimes produce results that differ depending on the method used, as the braided construction creates high and low points along the surface rather than a perfectly uniform diameter. While we understand that the chain did not meet your expectations, our investigation did not identify any manufacturing irregularities with this product. We appreciate you bringing your concerns to our attention, as it allowed us to verify the consistency of the production run and ensure our quality standards continue to be met. We understand that you have already submitted a return for this item. If you need any further assistance, please contact our support team again anytime.

Hello Jayce, We understand your frustration and appreciate you bringing this to our attention. To clarify, the email in question was sent as the result of a system error that unintentionally triggered an outdated campaign. The promotion referenced in that email was not an active offer at the time, and the message should not have been sent. We recognize how confusing and disappointing this experience was. While the error was unintentional, we understand that the impact on customers is the same, and we apologize for any frustration caused. We've shared this issue with our team and are reviewing our processes to help prevent similar situations from occurring in the future. Thank you for your patience and for taking the time to provide your feedback.

Hey Dan, thank you for your feedback. We're sorry to hear that you weren't satisfied with the support experience that you received. Our team always aims to accommodate customer requests wherever possible. Refunds on orders are provided upon the successful return of an eligible order. If your order has not been returned to us, or if it is not eligible for return (such as final sale or clearance items) then this would explain why your request for a refund could not be accommodated. If you still require any further assistance, our support team continues to stand by prepared to help at [email protected].

Hey Matt, thanks for your feedback about your ring. We're sorry that your warranty claim wasn't approved under our policy. Our warranty policy covers manufacturing defects. We investigated your claim photos in detail, and found that the stones in your ring had not changed colour, but rather the ring itself had collected grime around the stone settings over the 3 years since you purchased the item. Unfortunately, your ring being discoloured over time due to wear and tear is something not covered under our warranty policy, as it's not an issue with the product itself. Every claim is measured on a case-by-case basis to account for all situational factors. While we offer policy coverage for a generous and wide range of product defects, our policy is not designed to replace items which are damaged or affected in quality due to care and maintenance issues. Our team is dedicated to providing all customers with warranty coverage under eligible circumstances, but in this case, we could not approve your claim. Information about our warranty coverage criteria is available and accessible to all customers through our website's help center. If you need any assistance with any other matters in the future, we remain available to you anytime at [email protected].