Refund policy

Thank you for choosing Beyond Pangaea. Each piece of jewellery is crafted to order based on your selected size, material and finish. This affects production timelines, cancellations, and refund eligibility as outlined below.

1. Order Cancellations

If you wish to cancel your order before it has been dispatched, please contact us at contact@beyondpangaea.com as soon as possible. We will issue a full refund to your original payment method at no charge.

Once dispatch is confirmed, the order can no longer be cancelled. The return process outlined in Section 2 applies.

2. Returns

If you are not entirely satisfied with your purchase, you may return it within 14 calendar days of the confirmed delivery date. The confirmed delivery date is the date marked as delivered in the carrier's tracking system.

To be eligible for return, the item must be:

unworn and unmarked, with no signs of use
in its original packaging
with its Beyond Pangaea return seal intact

The return seal is a metal disc crimped onto a cord attached to your piece before shipping. It can only be removed by cutting. Once cut, the piece is no longer eligible for return.

To initiate a return, contact us at contact@beyondpangaea.com with your order number and clear photographs of the piece, including the intact return seal. Do not ship before receiving a return label from us. Items returned without prior approval will not be accepted.

If the piece was received as a gift, the original order number is required to initiate a return. Please ask the purchaser to provide it.

If you have any questions about size or material before ordering, please contact us first.

3. Resizing

Our designs often feature organic forms, intricate geometries or textured surfaces. For this reason, not all items can be resized after production.

If resizing is technically possible, we will confirm the fee and timeline before proceeding. No work begins without your approval. Shipping to and from Beyond Pangaea is at the customer's cost — the same flat rates apply as outlined in Section 7.

If resizing is not feasible due to the design, the customer ships the piece back to us and we produce a new piece at the correct size. Production of the new piece follows our standard timeline of 15 business days. Shipping in both directions is at the customer's cost at the flat rates outlined in Section 7. No cash refund is issued — the returned piece is exchanged for the correctly sized replacement.

Do not ship before receiving a return label from us.

We strongly encourage customers to verify their size before ordering. If you are unsure, please contact us before placing your order.

4. Defective, Damaged or Incorrect Items

If your item arrives with a visible manufacturing defect, is damaged, or is different from what was ordered, please notify us at contact@beyondpangaea.com within 14 calendar days of confirmed delivery.

Please include:

your order number
a brief description of the issue
clear photographs of the item and packaging

If the defect is confirmed, the item must be returned unworn and unmarked, with no signs of use, in its original packaging. We will then arrange a repair or, where repair is not feasible, production of a replacement piece. No shipping deduction applies to approved defect returns — Beyond Pangaea bears all return and outbound shipping costs.

5. Return Shipping & Address

For all approved returns, Beyond Pangaea will provide a pre-paid return shipping label. This label covers all shipping and customs documentation — no further action is required from you beyond dropping the parcel at the designated carrier point.

For defective or incorrect items (Section 4), Beyond Pangaea bears the full cost of the return label. For voluntary returns (Section 2), the cost of the label is included in the shipping deduction outlined in Section 7.

Return address:

Beyond Pangaea GmbH

Via Serlas 23

7500 St. Moritz

Switzerland

Returned items must be unused, unworn and in their original packaging with the return seal intact.

6. Non-Returnable Items

We cannot accept returns of:

pieces showing any sign of wear, use, or damage after delivery
pieces from which the return seal has been cut or removed
pieces returned without a Beyond Pangaea return label
pieces altered or repaired by a third party
pieces made to customer specifications or clearly personalised

If a returned piece does not pass inspection upon receipt, the return will be declined and the item returned to you at your expense.

7. Refunds

The deductions below apply to returns (Section 2). For defective or incorrect items, see Section 4 — no deductions apply.

If a return is approved, it will be processed once the item has been received and inspected.

The refund is calculated as: purchase price minus outbound shipping minus return shipping cost.

Because shipping is included in the product price, the following flat deductions apply:

Switzerland: CHF 30
EU: CHF 80 equivalent in the currency in which you paid, converted at the exchange rate at the time of refund
All other regions: the exact deduction is confirmed in writing by Beyond Pangaea before the return label is issued. You will know the net refund amount before committing to ship.

Refunds are always issued in the original payment currency to the original payment method within 10 business days of receiving the returned item. Depending on your payment provider, it may take an additional 5–10 business days for the funds to appear in your account.

If more than 15 business days have passed since your refund was approved, please contact us at contact@beyondpangaea.com.

8. Lifetime Manufacturing Guarantee

Every Beyond Pangaea piece carries a lifetime guarantee against latent manufacturing defects — structural issues that develop over time under normal wear conditions. This covers casting porosity, failed solder joints, and structural weakness arising from the production process.

Beyond Pangaea will repair the piece at no cost, typically within 15 business days of receiving it. Whether damage has a manufacturing origin is assessed at our workshop — damage consistent with impact, external force, or improper use is not covered.

The guarantee does not cover accidental damage, normal wear and surface scratches, tarnishing, damage from improper care or cleaning products, or modifications by a third party.

To make a claim, contact us at contact@beyondpangaea.com with your order number and photographs. The customer is responsible for shipping to and from us. Customers outside Switzerland should contact us before shipping — we will provide instructions to ensure the parcel is correctly documented for customs.

9. Complementary Care Service

We offer complimentary cleaning and repolishing for all Beyond Pangaea pieces. This service is available within Switzerland only — either by appointment at Via Serlas 23, St. Moritz, or by insured post within Switzerland.

To arrange the service, contact us at contact@beyondpangaea.com before shipping. We will confirm availability and provide instructions. Pieces sent without prior notice will not be accepted.

The customer is responsible for shipping the piece to us. We recommend insuring the parcel for the full purchase value. We return the piece via tracked insured Swiss Post at our cost.

Structural repairs are assessed individually. We will confirm in advance whether any repair is covered under the lifetime guarantee or involves an additional cost.

International care service is not currently available as a standard service. For established customers, this may be arranged on a case-by-case basis — please contact us to discuss.

10. Duties & Taxes

For orders shipped to the European Union, United Kingdom, United States, Australia and New Zealand, duties and import taxes are included in the price at checkout.

For orders shipped to Canada, Asia, the Gulf region, Norway and Iceland, import duties and taxes may apply and are the responsibility of the recipient. These charges are determined by the destination country's customs authorities and are collected by the courier upon import.

If a shipment is refused due to unpaid import duties or taxes, any return shipping costs or customs charges incurred may be deducted from the refund.

11. Currency Conversion

Prices on our website are set in Swiss Francs (CHF).

For customers browsing from other regions, prices may be displayed in a local currency using automatic currency conversion. Because exchange rates fluctuate, the converted price may change over time.

For destinations where VAT is included in the price, the final amount may also vary depending on the VAT rate of the delivery country. As a result, customers using the same currency (for example within the European Union) may see slightly different final prices depending on the delivery address entered at checkout.

The final price is confirmed during checkout once the delivery destination is specified.

Questions?

We are here to help.