Warranty and Repairs
Warranty
All 14K Gold Pearl Factory mountings carry a lifetime warranty against defects in materials or workmanship. Silver, vermeil, and gold-filled Pearl Factory mountings carry a two-year warranty. This warranty does not cover damage due to normal wear-and-tear or abuse, lost or damaged pearls or gems, or to broken or damaged chains.
Pearl Factory requires an evaluation of the item in order to recommend the necessary repairs. Once evaluated, Pearl Factory Customer Service will contact you to confirm if the repair will fall under warranty. You will be provided all applicable options at that time.
For warranty or repair matters, please contact Pearl Factory at 1-800-260-3912, or by sending an Email to CustomerService@PearlFactory.com.
If you would like to send your Pearl Factory jewelry for repair or refurbishment, please ensure that it is packaged securely with instructions containing the following information:
- Your name
- Return shipping address
- Telephone number
- Email address
- A copy of the receipt or receipt information (required for warranty repairs)
- A description of the repair/refurbishment needed
Please insure your package for the purchase price and mail it to:
PF/NHI
Customer Service
3049 Ualena Street. 12th Floor
Honolulu, HI 96819-1942
Alternatively, you are welcome to take your item to a Pearl Factory Store Location near you. Should our store be unable to perform the required repair on-site, they will be happy to assist you by taking in your jewelry for repair.
Once your item is received, Pearl Factory Customer Service will confirm receipt. We do require an evaluation of your item in order to recommend the necessary repairs. Once evaluated, Pearl Factory Customer Service will contact you to confirm if the repair will fall under Pearl Factory's lifetime warranty against defects in materials or workmanship. You will be provided all applicable options at this time, including the time it will take to complete your repair, the cost for the repair (for non-warranty repairs), and the cost of return shipping.
To avoid delay, please be sure that someone will be available at your return shipping address when your jewelry is scheduled to be returned to you.
If you would like to contact Pearl Factory Customer Service, please call 1-800-260-3912 or send an email to CustomerService@PearlFactory.com.