I purchased Charms Off items on 23 Nov 2025 (paid via PayPal, seller shown as E-commerce performance B.V., total 79.17€).
The issue is not “change of mind” or a normal return. Several dangling charms have started losing their gold/ silver colour and turning copper, which strongly suggests the material/finish is not consistent with what is advertised (tarnish-resistant and stainless-steel quality claims). This is a clear defect/non-conformity issue.
Their website advertises a 1-year warranty. When I reported the defect, the first response was not a warranty solution but an offer of a discount on a future purchase. When I insisted on the correct solution (warranty replacement/refund for defective items), they relyed on the 30-day return policy. I explained that a return policy and a warranty claim are different things, and that the warranty advertised should apply. After that, they stopped replying.
What I am requesting is simple and reasonable: replacement of the defective pieces (I’m happy to replace the dangling charms with non-dangling alternatives, wich seem to be more reliable) or a refund corresponding to the defective charms only.
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Charms is an online store specializing in charms bracelets.
Customers can choose bracelets in various colors like silver, gold, rose, or black, and then personalize them by selecting from a wide range of charms.
Charms Official supports international shipping and offers different language options for a global audience.
