WARRANTY & AFTER-SALE SERVICE
WARRANTY & AFTER-SALE SERVICE
PRIMA, a fine jewelry brand that is distinguished for its meticulous design and craftsmanship from heritage of Thailand, reflected through proficiency of highly skillful craftsmen. With collections ranging from 24K, 18K and 9K gold jewelry, diamond jewelry, to precious decorative arts under the name “PRIMA ART”, PRIMA pleasantly deliver endless values to cherish along the journey of your precious moments.
Conditions of Product Warranty and After-Sale Service
- Customers shall present the Company with the Certificate of Warranty to exercise the rights specified in the Certificate of Warranty.
- The Company warrants the products that are damaged from normal use or defected from the manufacturing process. The Company provides jewelry cleaning services throughout the products’ lifetime. PRIMA ART product is warranted for a period of 2 years from the purchase date.
- For the warranty in Clause 2, it does not cover damage caused by misuse, modification, careless usage or storage; unauthorized repairing, the consequences of normal wear and aging of products and force majeure (climate, war, etc). The Company shall charge a service fee in the case of replacement of parts and gemstones or in the case of the weight of gold increased or severe defects according to the rate specified by the Company. The Company will provide a one-time, free of charge service, for resizing the ring by one standard size.
- The weight of the product having been repaired may be different from the original weight before the repairment.
- The Company reserves the right to consider buying back or accepting the product exchange according to the conditions and prices determined by the Company. The Company will not buy back or accept the exchange of Prima Art products, licensed products, complimentary products, defected or modified products from the original condition, and the products specified in the Certificate of Warranty that are not accepted for return, buyback or exchange.
- The Company reserves the right to change the conditions of warranty without prior notice.
Please inquire for more information at the PRIMA and PRIMA ART retail branches in Vietnam or Customers Service via mail address of customer_service_vn@pranda.com.vn or hotline 0909 992 615.
Caring Instruction
PRIMA JEWELRY
- Every piece of 24K PRIMA jewelry is made from pure gold 24K, which is relatively soft and malleable in nature, and thus should be worn and handled with proper care in order to maximize its wear.
- To preserve the original quality of all products including 24K, 18K, 9K gold jewelry and diamond jewelry, keep away from source of (i) direct heat, (ii) cosmetics, perfume or oxidizing chemicals.
- If necessary, (1) gently soak in warm water (or with very small portion of dish wash detergent), (2) gently brush, (3) rush with a soft dry cloth to remove any dust or dirt, avoid cleaning with abrasive polish.
PRIMA ART
- Keep away from source of direct heat, direct sunlight.
- Avoid cleaning/spraying with abrasive polish directly on glass, frame or acrylic cover box. If necessary, gently rush with a soft dry cloth to remove any dust or dirt.
- Avoid direct-handing on glass, frame and acrylic cover box. For big size Frame products, it is strongly recommended to use tripod or mounting below to support the frame’s weight.
- Keep the product cool place. Do not keep the product in wet place
Online Repair service
- Jewelry products: We provide lifetime service maintenance. Service fees, repairing fees and material charges shall be applied in the case of replacement of parts and gemstones or in the case of the weight of gold increased or severe defects according to the rate specified by the Company.
- Frame art products: We provide repair service in case the frame is broken. Charges are applied varying by sizes of products.
- Sculpture products: We provide repair service in case of wooden bases or the cover is broken. Charges are applied varying by sizes of products.
- Maintenance/ Repair process will be more than 10 days in HCM and more than 14 days in Hanoi. We reserve the right to repair or reject to repair cases of critical defect/damage, repair process will be 25 to 30 days due to situation.
- For repairs, you can contact at PRIMA and PRIMA ART branches nationwide. The sales staff will inform you of the estimated charges before proceeding.
Online Repair service .
We are delighted to offer you our convenient online repair service. Here are some important details to ensure a smooth experience:
- Same Person Requirement: To initiate the repair service, please make sure that you are both the sender and the buyer, as indicated in the receipt or certificate of guarantee. This helps us maintain security and accuracy throughout the process.
- Shipping Fees: As part of the repair service, customers are responsible for covering the shipping fee and shipping insurance fee. We want to ensure your product reaches us safely and securely.
- Reliable Delivery: We have partnered with a trusted delivery company specified by PRIMA to handle the product receiving and returning process. This ensures that your precious item is in good hands throughout the journey.
- Transparent Pricing: In case there are repair fees involved, our dedicated PRIMA consultants will inform you of the details before proceeding with the service. We want to ensure complete transparency and your peace of mind.
- Cancellation Policy: Please note that if you decide to cancel the repair service after sending your product, we are unable to refund the shipping fee and insurance fee. We apologize for any inconvenience caused.
For any further questions or assistance, please do not hesitate to reach out to us. We are here to help !
