This policy applies to all jewellery, diamond and watch products sold by Phuoc Swiss Jewelry & Diamond ("Phuoc Swiss") at our showrooms and through phuocswiss.com. It is built on the Law on Protection of Consumer Rights No. 19/2023/QH15, Decree 55/2024/ND-CP, the Law on Product and Goods Quality No. 05/2007/QH12, and Circular 22/2013/TT-BKHCN on the measurement and quality management of gold jewellery.

1. Scope

The warranty applies to products still within the warranty period, still carrying their Phuoc Swiss identification mark, and evidenced by any one of the following:

• A warranty card issued by Phuoc Swiss, complete and free of alteration.
• A sales invoice or an electronic transaction receipt sent by email.
• The gemstone or diamond certificate supplied with the product, where applicable.

If you have lost all of the above, we will still look up your purchase history by the phone number or email address registered at the time of sale so that we can assist you.

2. Warranty periods

• Gold, silver and platinum jewellery: 12 months against technical and workmanship defects, counted from the invoice date.
• Gemstones and diamonds set in a product: 12 months against prong and setting defects.
• Watches: the manufacturer's own term and conditions, with a minimum of 12 months on the movement.
• Cleaning, polishing, re-plating and basic resizing: free for the lifetime of the product.

Time spent at our workshop for warranty service does not count towards the warranty period. We record these dates on the service receipt handed to you.

3. Covered free of charge

Phuoc Swiss bears the full cost of repair and of transporting the product to the service point in the following cases:

• Solder joints that separate, break or crack under normal use.
• Loose prongs or a lost stone caused by a setting defect rather than by impact.
• Clasps, catches or hinges that fail through a technical defect.
• Plating that flakes abnormally within the warranty period.
• Gold content deviating from the declared figure beyond the tolerance permitted by Circular 22/2013/TT-BKHCN.
• A product that does not match its description or the specifications committed to at the point of sale.

4. Not covered free of charge

The following fall outside free warranty service. We will still carry out the repair, but only after quoting the cost clearly and obtaining your agreement:

• Deformation, scratching or breakage caused by impact, dropping, crushing or accident.
• Damage from contact with chemicals, sea water, pool water, cosmetics, perfume or corrosive environments.
• Products repaired, re-set or otherwise worked on by anyone other than Phuoc Swiss.
• Products filed, cut, engraved or restyled in a way that departs from the original design.
• Natural wear in use: dulled plating, light surface scratches, chains that stretch over time.
• Stones lost through impact or through failure to have the setting checked as recommended.
• Products not sold by Phuoc Swiss.

5. Lifetime care

Beyond the warranty periods above, the following services remain free for the lifetime of any product we have sold:

• Ultrasonic cleaning and a check of setting security.
• Polishing and re-plating.
• Ring resizing within the range the design allows.
• Periodic inspection and care advice.

We recommend bringing your piece in for inspection every six months. Most lost stones are preventable if a loosening prong is caught early.

6. How to request service

Step 1. Bring the product to your nearest showroom, or call our hotline for instructions on sending it in.

Step 2. A technician inspects and classifies the condition at the counter. We issue a service receipt stating the condition of the product, the work required, the return date and, where a charge applies, the estimated cost.

Step 3. Keep the service receipt in order to collect the product. For items sent from a distance, we email the receipt and keep you updated by phone.

Step 4. We notify you on completion and hand the product back with a completion record.

7. Turnaround times

• Cleaning, polishing, basic resizing: same day, up to 3 working days.
• Soldering, re-setting a stone, replacing prongs: 3 to 7 working days.
• Partial remaking or ordering a specific component: 10 to 20 working days.
• Watches that must go to the manufacturer's service centre: as advised by the manufacturer; we keep you informed of progress.

During the service period, if you wish, we will lend you a comparable item to use in the meantime, or agree another arrangement acceptable to you.

8. Replacement or refund

In accordance with the Law on Protection of Consumer Rights, Phuoc Swiss will replace the product with an equivalent new one, or take it back and refund you, where:

• The same fault has been serviced three or more times within the warranty period and still cannot be remedied.
• The warranty period has expired and the fault still cannot be repaired or remedied.

9. Our commitment on gold and gemstones

Phuoc Swiss declares the gold content, weight and stone specifications of every product on its sales slip. Products are hallmarked with the gold content in accordance with current regulations.

If testing by an independent assessment body designated by the competent state authority shows gold content below the declared figure beyond the permitted tolerance, we will refund the difference in value, bear the cost of the testing, and refund the product in full if you so request.

Diamonds and gemstones supplied with a certificate are guaranteed to match the specifications on that certificate. Where there is a discrepancy, we will exchange the product for another of the same value or refund you, at your choice.

10. Your rights

Nothing in this policy limits any right the law gives you as a consumer. Where a term of this policy is more favourable to you than the law requires, that term applies; where it is less favourable, the law applies.

11. Contact

For any warranty request or complaint, please use the hotline or email address shown in our footer, or visit a showroom during opening hours. We respond within 24 working hours of receiving your request.