Phuoc Swiss Jewelry & Diamond ("Phuoc Swiss") maintains this exchange and return policy so that you receive exactly the product you chose, and are dealt with fairly when a product falls short. It follows the Law on Protection of Consumer Rights No. 19/2023/QH15, Decree 55/2024/ND-CP, the Commercial Law No. 36/2005/QH11 and Decree 52/2013/ND-CP on e-commerce (as amended by Decree 85/2021/ND-CP).

1. General principle

Please inspect your product on receipt and check it against the invoice, the sales slip and any certificate supplied. Report any difference in design, weight, gold content or stone specifications to us as soon as possible so that we can resolve it quickly.

2. Products eligible for exchange or return

We accept an exchange or return where the product is intact, unused, and complete with its seal, identification mark, box, certificate and invoice, and where one of the following applies:

• The wrong product, design or size was delivered against the confirmed order.
• A workmanship or technical defect is found on receipt.
• The product does not match its description or published specifications.
• The product was damaged in transit through the fault of the carrier or of Phuoc Swiss.

3. Time limits

• Defective, incorrect or transit-damaged products: notify us within 48 hours of receipt.
• Exchange for another product on aesthetic grounds: within 7 days of purchase, for unused products held in stock.
• Resizing of rings, necklaces and bracelets: within 30 days of purchase, free where the design allows.

Time limits run from the invoice date or the delivery record, whichever is later.

4. Not eligible for exchange or return

• Products that have been worn, or that show scratching, deformation, cosmetic residue or fragrance.
• Products altered, repaired, engraved, re-set or redesigned at the customer's request.
• Products missing their seal, identification mark, box or certificate.
• Products sold under a promotion stated at the point of sale to be non-returnable.
• Made-to-order products, unless there is a technical fault for which Phuoc Swiss is responsible.

5. Made-to-order products

Bespoke pieces are produced to the drawing and specifications you have approved in writing or by email. Because they are made for you alone, they cannot be exchanged or returned simply because you change your mind.

Phuoc Swiss nevertheless remains fully responsible if the piece departs from the approved drawing, carries the wrong stone specifications or gold content, or has a workmanship defect. In those cases we will correct it free of charge, remake it, or refund you as agreed.

6. How to request an exchange or return

Step 1. Contact our hotline or email with your order reference, photographs of the product and a description of the problem.

Step 2. We confirm your request within 24 working hours and either explain how to send the product in or arrange a showroom appointment.

Step 3. Our workshop inspects the product and records its findings, within a maximum of 3 working days from receipt.

Step 4. We inform you of the outcome and carry out the exchange, repair or refund as agreed with you.

7. Costs

Phuoc Swiss bears shipping both ways and the cost of inspection where the cause lies with us or with the carrier.

Where the product is found not to qualify, the customer bears the shipping cost. We tell you that amount clearly before returning the product.

8. Refunds

A refund equals the amount you paid for the product, excluding the cost of services already performed at your request, such as engraving or additional work.

Refunds are made through the original payment method within 7 working days of both parties agreeing the outcome. For card payments, the time for funds to reach your account also depends on the issuing bank.

9. Buy-back

Separately from this policy, Phuoc Swiss buys back jewellery that we originally sold. The buy-back price is based on the actual gold weight, the declared gold content, the gold price at the time of the transaction, and the condition of the product.

Workmanship, secondary stones and accessories are valued separately against the price list in force at the time. Our consultant quotes the figure and records it before proceeding; the transaction goes ahead only with your agreement.

10. Distance selling

For orders placed through the website, by telephone or through social media, we provide full information on the product, price, delivery charges, payment methods and this policy before you confirm the order.

Under the Law on Protection of Consumer Rights, if we provide that mandatory information inaccurately or incompletely, you may unilaterally terminate the contract by notifying us within 30 days of entering into it, and you bear no resulting cost.

11. Complaints

You may complain directly to Phuoc Swiss. We acknowledge and respond within 24 working hours and resolve the matter within a reasonable time.

If we cannot reach agreement, you are entitled to request mediation, to complain to the state authority responsible for consumer protection, or to bring the matter before a competent court in accordance with the law.

12. Contact

For any exchange or return, please use the hotline or email address shown in our footer, or visit a Phuoc Swiss showroom during opening hours.