Swarovski Warranty

crusty1954

Hi guys

Has anyone encountered replacement/repair fees when returning a product under warranty to Swarovski?

I recently returned a snapped chain to House of Fraser, as per Swarovski's [online] advice. After initial hesitation HoF eventually agreed to return the product to the manufacturer, once they had realised they did indeed have a Swarovski concession. I received a telephone message from HoF today that Swarovski have requested a payment of £27.50 to replace my faulty 'snake' chain with a 'box' chain, as they have deemed the original chain unrepairable. They have also requested the return of the accompanying pendant, which I am reluctant to do as it is unclear whether this will be returned back to me.

I have revisited the Swarovski website again today and am still under the impression that items returned within the two year warranty period (I have had the necklace 18 months) will be repaired or replaced with a like-for-like item (provided Swarovski accept responsibility for the fault, which they appear to have done). As such, I cannot understand why I am expected to pay a charge for an item that is neither like-for-like nor damaged by me

Does anyone have any experience of this, or any advice for me as a consumer?

Thanks in advance