Hi
I am sorry to hear your feedback. I investigated your customer journey with us and your order was fulfilled within the promised time, you received a response as soon as you contacted us to report your problem.
Yes we were unable to offer a refund because the bracelet was snapped in 3 different places which could have only have happened by snagging. The broken parts had signs of pull and I would not be able to argue a case of manufacturing fault with the factory.
We offer free 30 days return so if you deemed the product not as described or of poor quality for the cost, you could have returned it for a full refund.
I am afraid we don't offer insurance against accidental damage / loss or theft and although we do what we can to help everyone, we are unable to simply refund or replace jewellery simply because it was accidently damaged or lost within days or year of purchase.
As previously explained, the pictures you provided show the bracelet can be mended. The repair would cost less than postage costs hence why we suggested you to seek to do this locally. If you don't wish to repair the bracelet, we could accept its weight value as scrap as a credit towards a new purchase.
I am sorry our answer to your initial request wasn't as expected but if the above alternative works for you, please don't hesitate to contact our customer services team again.
With Regards,
Carolina
Chains of Gold
