WARRANTY POLICY AND PRODUCT BUYBACK, EXCHANGE POLICY
Applicable to products provided by JEMMIA
TO ENSURE CUSTOMER BENEFITS & JEMMIA'S REPUTATION
Please check the goods and payment value before leaving the counter. After You leave the counter, JEMMIA will not be responsible for resolving any complaints or discrepancies/shortages.
Please keep the Sales Invoice cum Product Certification and Diamond Purchase Agreement (if any) for product buyback, exchange, and warranty purposes. If You do not provide JEMMIA with the Sales Invoice cum Product Certification and Diamond Purchase Agreement (if any), JEMMIA has the right to refuse product buyback, exchange, or warranty service, or not apply the buyback, exchange, or warranty policy according to JEMMIA's current policy.
When reselling products to JEMMIA, You will bear all product quality inspection costs.
In case Your product is no longer intact, JEMMIA will buy back or exchange the product based on agreement depending on the product condition, or JEMMIA has the right to refuse the buyback or exchange.
The warranty – buyback and exchange policy may change according to JEMMIA's policy for each product type and promotional program from time to time.
I. 24-HOUR EXCHANGE SUPPORT POLICY IF YOU RECEIVE A DEFECTIVE PRODUCT
JEMMIA will accept an exchange for You if the product You receive is defective due to manufacturing (not defects arising during Your storage or use of the product). You must contact JEMMIA's consultant (according to the Customer Care Department information posted by JEMMIA on the Website) to notify the product condition and request an exchange within 24 hours from the transaction time. JEMMIA will exchange at 100% of the product value (based on the value on the Sales Invoice) and support 100% of the shipping fee for the exchanged product for You.
For clarification, the “transaction time” is determined as the time when JEMMIA issues the sales invoice to You.
The product requested for exchange must remain intact; You may exchange for another product regardless of whether it is in the same or a different product group, however, exchanging for gold bars, plain bands, or fortune gold is not allowed.
For settings, after the stone has been mounted, You will bear the prong-setting cost (according to JEMMIA's warranty policy) if You wish to exchange.
If You exchange for a new product with a value higher than or equal to the value of the product to be exchanged: JEMMIA will repurchase the product to be exchanged at a value equal to 100% of its original value (based on the Sales Invoice), and You will pay JEMMIA the value difference (if any).
If You purchase a new product with a value lower than the value of the product to be exchanged: JEMMIA will not refund the difference in value between the product to be exchanged and the new product.
Please note that JEMMIA does not accept returns; JEMMIA only accepts product exchanges or repurchases according to the regulations of each product group under JEMMIA's policy, updated from time to time.
You may exchange a product only once.
Details of the product exchange process are described in Section III of this Policy.
II. WARRANTY POLICY
1. Wedding rings:
Warranty period: 03 years from the transaction time;
Lifetime refurbishment, polishing, and ultrasonic cleaning service;
Free ring size adjustment. You bear the fee in cases where resizing requires additional gold (calculated according to the listed gold purity price at the time of payment and the adjustment labor fee)
2. Other jewelry (diamond jewelry, jewelry settings, colored gemstone jewelry):
Warranty period: 06 months from the transaction time for technical defects and plating.
Free lifetime warranty for polishing service.
Free jewelry size adjustment. You bear the fee in cases where resizing requires additional gold (calculated according to the listed gold purity price at the time of payment and the adjustment labor fee).
In case You only purchase a jewelry setting (or gemstone) and bring the gemstone (or jewelry setting) from outside, You are entitled to free stone mounting/setting.
In case a ring setting loses a side stone:
Side stones of sizes 1 ly and below will be replaced free of charge.
Side stones of sizes 1.1 ly and above will be charged according to the current selling price of the stone.
3. Warranty does not apply in the following cases:
Products that are broken; deformed or severely damaged.
You provide inaccurate information for sales invoice retrieval.
In the event the center stone is lost, scratched, chipped, or cracked during Your use, storage, or preservation, JEMMIA will not apply the warranty policy.
The warranty policy may change according to JEMMIA's policy from time to time.
III. BUYBACK – EXCHANGE POLICY
The buyback/exchange rate is calculated based on the product value on the sales invoice that JEMMIA issued to You.
The product must remain intact, with no weight discrepancy, and the stones must not be scratched, cracked, or chipped.
For products that are no longer intact or have a missing sales invoice, JEMMIA will revalue the buyback – exchange at the time of buyback – exchange. In this case, JEMMIA will retain the product that You wish to sell back - exchange for inspection of its condition and value and make payment to You according to the payment policy for buyback – exchange products at that time.
In some cases (for example, if You request a non-refundable purchase at a special price), JEMMIA will not commit to buyback - exchange, and this will be clearly stated on the Sales Invoice of such orders. JEMMIA will only support You in consigning and reselling to other customers if You have such demand. The consignment of products in this case will follow the policy announced by JEMMIA from time to time.
Time & method of buyback – exchange:
When You have a need for buyback – exchange of products, please contact Jemmia via the hotline number posted on the Website, or contact via JEMMIA's Facebook channel (https://www.facebook.com/JEMMIA.JEWELRY?locale=vi_VN) or come directly to JEMMIA's store for consultation and appointment scheduling.
Buyback - exchange is only processed directly at JEMMIA's offices at the following addresses:
Ho Chi Minh City Branch: 72 Nguyen Cu Trinh, Pham Ngu Lao Ward, District 1, Ho Chi Minh City
Hanoi Branch: 63 Kim Ma, Ba Dinh, Hanoi
When coming to JEMMIA's office for product buyback - exchange, please bring the product together with all documents including the Sales Invoice, Product Certification, Diamond Purchase Agreement (if any), and Your identification document (Citizen ID card or passport).
JEMMIA's office will only process product buyback – exchange from Monday to Friday weekly during working hours (excluding Saturday, Sunday, and public holidays according to the Labor Code). Outside the above time, Jemmia will receive requests and process them on the next working day.
Jemmia only accepts buyback - exchange if You still retain all documents including the Sales Invoice, GIA Certificate (for the center stone), and the product remains intact, not damaged, chipped, dented, or broken.
In case You lose the Sales Invoice, JEMMIA will support, but this is not JEMMIA's obligation, in tracing and matching with stored data. If JEMMIA can verify the order information, JEMMIA will support buyback - exchange according to the policy and deduct fees according to JEMMIA's current policy.
In case the GIA center diamond has lost its GIA certificate, JEMMIA has the right to refuse buyback - exchange or only exchange at a price agreed upon by both parties.
JEMMIA will refuse buyback - exchange for a center diamond that is cracked, chipped, scratched, or shows signs of being affected by temperature, pressure, chemicals, etc., leading to the risk of changing the diamond's quality compared to its original condition.
For jewelry that is cracked, broken, or deformed, JEMMIA only supports buyback - exchange based on the actual gold value after reweighing the product. JEMMIA has the right to refuse buyback - exchange if the jewelry or diamond has been altered or structurally modified (including resizing, plating, polishing) by an entity not affiliated with JEMMIA.
JEMMIA may refuse buyback - exchange if the person requesting buyback - exchange is different from the person who placed the order/made payment to JEMMIA and the product shows signs of fraud or violations of law.
Payment policy for buyback and exchange products
Payment method: Bank transfer
Payment deadline: within a maximum of 24 hours from the time JEMMIA receives the product handover from You, specifically as follows:
If You hand over the product to JEMMIA in the morning (before 12:00), the inspection and payment procedures will be completed by JEMMIA before 12:00 of the next working day.
If You hand over the product to JEMMIA in the afternoon (from 12:00 onward), the inspection and payment procedures will be completed by JEMMIA before 18:00 of the next working day.
Buyback - exchange and payment may be temporarily suspended in force majeure cases as prescribed by law, such as war, terrorism, epidemics, natural disasters, earthquakes, tsunamis... or at times when the government declares a state of disaster, curfew, or martial law
*BUYBACK – EXCHANGE RATE
Note:
Diamonds and jewelry are valuable assets, so You should note during use not to let these products rub or collide with each other; when storing products in a box, each product should be placed in a separate compartment and lined with soft cloth.
Loose diamonds, when purchased or exchanged, must remain in their original condition, without scratches, cracks, or chips.
Customers are encouraged to LIMIT WEARING DIAMONDS AND JEWELRY when playing sports, doing housework, gardening, or doing work involving contact with chemicals or impacts that may damage diamonds and jewelry.
For diamonds with weak top sizes, apply the buy – exchange rate as for the immediately adjacent higher-value diamond (Example: diamonds with size 5.98 – 6.02 ly are applied as 6.0 ly).
For products/orders that You bought, sold, or exchanged before the effective date of this policy, the exchange rate stated on the invoice shall apply.
