Pandora Bracelet Clasp Keeps Opening on Its Own

I purchased a Pandora bracelet from the official Pandora website on March 28, 2025, under order number pndtr00286149. Since the day I purchased it, the clasp has repeatedly opened on its own. Because I did not wear the bracelet continuously, I initially did not pay much attention to the issue. However, most recently, the clasp opened by itself again, causing the bracelet to fall off my wrist and the Shimmering Infinity Dangle Charm, worth approximately $17, to be lost.

I contacted Pandora about this issue and requested a technical inspection of the product. During my conversation with customer service, I was told that a shipping company would be instructed to pick up the product within one week. However, despite the time that has passed, no courier has come to collect the bracelet. When I tried to contact Pandora by phone again, I could not get through to the call center. My email inquiry only received an automated response, and I have not received any further communication.

I was also told during my conversation with customer service that products purchased through the website cannot be exchanged even if they are found to be defective, and that only the original purchase price would be refunded. However, the current selling price of the same product is now approximately twice what I paid when I purchased it. Therefore, simply refunding the original purchase price would not adequately compensate me for the inconvenience and loss I have experienced due to what I believe is a defective product.

First of all, I want the bracelet to undergo a technical inspection and for the reason why the clasp keeps opening on its own to be determined. If the product is found to be defective, I request an exchange for the same product. If an exchange is not possible, I expect Pandora to provide a reasonable solution that takes into account the current price difference as well as the value of the Shimmering Infinity Dangle Charm that was lost when the clasp opened.

I also request that the previously promised shipping process be initiated as soon as possible so that the product can be inspected, and that I be kept informed in writing about the entire process.