*Applies to products supplied by JEMMIA.
I. GOODS INSPECTION REGULATIONS UPON RECEIPT
Customers please carefully check the goods and the payment amount before leaving the counter. JEMMIA will not be responsible for any claims or shortages after the customer leaves the counter.
Customers must keep the Sales Invoice, Product Appraisal Certificate, and Diamond Sales Contract (if any) for use in buyback, exchange, and warranty services. JEMMIA reserves the right to refuse service if these documents are not provided in full.
II. EXCHANGE POLICY WITHIN 24 HOURS
JEMMIA accepts exchanges if the product has manufacturing defects (not defects from use). Customers must contact JEMMIA's Customer Care Department within 24 hours from the transaction time to request an exchange. JEMMIA will buy back/exchange at 100% of the product's value (according to the invoice) and support 100% of the shipping fee for the exchanged product.
"Transaction time" is defined as:
Goods received at the store: The time the sales invoice is issued.
Goods delivered to the requested address: The time the shipping unit confirms delivery.
The product must be intact. Customers can exchange for other products, regardless of whether they are in the same or different categories, except for gold bars, ring bands, and lucky gold items. For jewelry settings, if the main stone is already set, the customer will bear the cost of replacing the setting (if an exchange is desired).
If the new product has a higher value, the customer will pay the difference. If the new product has a lower value, JEMMIA will not refund the difference.
JEMMIA only accepts exchanges once and does not support returns. Details of the buyback/exchange process after 24 hours are described in Section III.
III. WARRANTY POLICY
Wedding Rings
Warranty period: 03 years from the transaction time;
Lifetime free re-polishing, cleaning, and ultrasonic cleaning services.
Free ring size adjustment. Customers will bear the cost in case of size adjustment that requires additional gold (calculated based on the listed gold purity price at the time of payment and the adjustment labor cost).
Other Jewelry (diamond jewelry, jewelry settings, colored stone jewelry)
Warranty period: 06 months from the transaction time for manufacturing defects and plating.
Lifetime free warranty for polishing services.
Free jewelry size adjustment. Customers will bear the cost in case of size adjustment that requires additional gold (calculated based on the listed gold purity price at the time of payment and the adjustment labor cost).
In case the customer only buys the jewelry setting (or the main stone) and brings the main stone (or jewelry setting) from elsewhere, the customer will receive free stone setting and mounting.
In case of a ring setting losing small stones:
Small stones smaller than 1.1mm will be replaced free of charge.
Small stones from 1.1mm upwards will be charged at JEMMIA's current selling price.
Warranty does not apply to the following cases:
Products that are broken; deformed or severely damaged.
Customer provides inaccurate information for invoice retrieval.
In case of loss of the main stone, scratching, chipping, or the main stone is no longer intact during the customer's use, storage, and care, JEMMIA will not apply the warranty policy.
*The warranty policy may change according to JEMMIA's policy at each time.
IV. BUYBACK – EXCHANGE POLICY
General Policy
The buyback/exchange rate is calculated based on the product's value on the sales invoice issued by JEMMIA to the customer.
The product must be intact, with no weight discrepancy, and the stones must not be scratched, chipped, or cracked.
For products that are no longer intact or have lost their sales invoice, JEMMIA will buy back/exchange by agreement, depending on the product's condition or reserves the right to refuse buyback/exchange. In this case, JEMMIA will retain the product that the customer wishes to buy back/exchange for inspection of its condition and value, and will pay the customer according to the payment policy for buyback – exchange products at each time.
When selling products back to JEMMIA, all product quality inspection costs will be borne by the customer.
The warranty, buyback, and exchange policy for products may vary depending on the product type and promotional programs at different times.
In some cases (e.g., customer requests 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 for these orders. JEMMIA will only support customers in consignment and resale to other customers if the customer wishes. Consignment of products in this case will be subject to the policy announced by JEMMIA at each time.
Buyback – Exchange Time & Method
When customers wish to buy back – exchange products, please contact Jemmia through the following channels:
The hotline number posted on the Website;
Contact through JEMMIA's Facebook channel;
Visit JEMMIA's store directly for consultation and appointment scheduling.
Buyback – exchange will only be 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.
Can Tho Branch: 209 April 30th Street, Xuan Khanh Ward, Ninh Kieu District, Can Tho City.
When visiting JEMMIA's office for buyback – exchange of products, customers please bring the product along with all necessary documents including the Sales Invoice, Product Appraisal Certificate, and Diamond Sales Contract (if any), and your personal identification (Citizen ID card or passport).
JEMMIA's offices will only handle buyback – exchange of products from Monday to Friday during business hours (except Saturdays, Sundays, and public holidays as stipulated by the Labor Code). Outside of these hours, JEMMIA will receive requests and process them on the next business day.
JEMMIA only accepts buyback – exchange of products if the customer retains all documents including the Sales Invoice, GIA Appraisal Certificate (for the main stone), and the product is intact, undamaged, chipped, deformed, or cracked.
In case the customer loses the Sales Invoice, JEMMIA will assist, although it is not an obligation of JEMMIA, by cross-referencing with stored data. If JEMMIA can confirm the order information, JEMMIA will assist with buyback – exchange according to the policy and deduct fees according to JEMMIA's current policy.
In case the GIA main diamond loses its GIA appraisal certificate, JEMMIA reserves the right to refuse buyback – exchange or only exchange at a price agreed upon by both parties.
JEMMIA will refuse buyback – exchange for main diamonds that are cracked, chipped, scratched, or show signs of being affected by heat, pressure, chemicals… leading to a risk of altering the diamond's quality compared to its original state.
For broken or deformed jewelry, JEMMIA will only support buyback – exchange based on the actual gold value after re-weighing the product. JEMMIA reserves the right to refuse buyback – exchange if the jewelry or diamond has been altered or modified (including resizing, replating, polishing) by a third-party entity not affiliated with JEMMIA.
JEMMIA may refuse buyback – exchange of products if the person requesting buyback – exchange is different from the person who ordered/paid JEMMIA, and the product shows signs of fraud or illegal activity.
Payment Policy for Buyback, Exchange Products
Payment Method: Bank Transfer.
Payment Deadline: within a maximum of 24 hours from the time JEMMIA receives the product from the customer, as follows:
If the customer hands over the product to JEMMIA in the morning (before 12 PM), the inspection and payment procedures will be completed by JEMMIA before 12 PM of the next business day.
If the customer hands over the product to JEMMIA in the afternoon (from 12 PM onwards), the inspection and payment procedures will be completed by JEMMIA before 6 PM of the next business day.
Buyback – exchange and payment may be suspended in cases of force majeure as per the law, such as war, terrorism, epidemics, natural disasters, earthquakes, tsunamis… or times when the government declares a state of disaster, curfew, martial law.
V. BUYBACK - EXCHANGE RATE
VI. IMPORTANT NOTES
Diamonds and jewelry are valuable assets, so customers should be careful 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 with soft lining.
Loose diamonds when buying and exchanging must be in their original condition, without scratches or chips.
Customers are encouraged to LIMIT WEARING DIAMONDS AND JEWELRY when playing sports, doing housework, gardening, or working with chemicals, or engaging in activities that may cause damage to diamonds and jewelry.
For diamonds with a weak girdle, the buyback – exchange rate will be applied as for diamonds of the next higher value (e.g., a diamond with a size of 5.98 carats – 6.02 carats, applied as for 6.0 carats).
For products/orders purchased and exchanged before this policy's effective date, the exchange rate stated on the invoice will apply.
