1. PRODUCT QUALITY DEFECTS
QUALITY MANAGEMENT
pictorial guide
This pictorial guide is intended tobe used as a visual tool tohelp accurately assign
andmatch product reason codeswith quality related defects. In the instance you
are uncertain about which reason code to apply, please contact your
local Customer Service Representative for assistance.
Concerns two or
more distinct parts.
Incorrect assembly
or parts have come
apart
Concerns either
product surface
that has come off or
scratches, dents, sharp
edges, tarnishing and
wrong engraving
RETURNREASON
CODE
RETURNREASON
CODE
2. UNINTENTIONAL MISUSE
DESCRIPTION
DESCRIPTION
EXAMPLES
EXAMPLES
Concerns a casted
product or a chain
that is either broken
or bent out of shape
Concerns
incorrect selection
of products/
components in
production
Concerns locks,
claws, clips, silicone
or charms threading
Concernsmissing,
unclear or incorrect
stamping in
production or
warehouse
Concerns stones
that are either
cracked or have
fallen out
Concerns customer
unintentional misuse
– not to be used for
productswith regular
product quality
defects
Concerns products
with incorrect
ormismatched
colours from
production
1
ASSEMBLY
FAILURE
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SURFACE FINISH
QUALITY
7
SPECIFICATION
FAILURE
8
STAMPING
(HALLMARKING)
1
UNINTENTIONAL
MISUSE
2
BROKEN/
BENT
3
FUNCTIONAL
OR TECHNICAL
FAILURE
4
MISSING/STONE
FALL-OUT
5
INCORRECT
COLOUR
Incorrect assembly
Enamel Peel Off/faded
colour
Broken, stretched
or kinked chain
Mismatched earrings
Open jump ring
Rose goldplatingwornoff
Casting of threaded section
has come loose
Missing part
(fromproduction)
Endhas come off
Oxidation peel off
Wrong assemble
of bundle
Broken earring casting
Clip (or clasp) tohard
or loose
Missing Stamp
Missing stone upon arrival
Charmwith clear signs
of misuse
Leather is frayed and detached
from the end
Wrong colour of
enamel
Broken lobster claw
(or lock)
Unclear, over polished
stamp
Stone fall-out of ring
Mismatched colour
Charm is stuck on bracelet
Incorrect stamp
Murano glass cracked
Leather is
discoloured from use
CUSTOMERCARE
We strive tomake PANDORA
themost loved jewellery brand in
theworld by offering exceptional
Customer Care and service.
As a vital and integral part of the
PANDORA family you help us to
continually improve the quality of
our product by being the eyes and
ears of our valued consumers.
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