Dot Dot Gem wants every customer to find the piece that suits them best. To support this, we offer an Exchange & Return policy within a specified period for online orders.

This policy applies to products that are unused, in their original condition, with all tags and warranty cards intact. Depending on the reason for the exchange or return, Dot Dot Gem offers support under the following cases:

1. Products That Are Defective or Incorrectly Shipped by Dot Dot Gem

For products with manufacturing defects, items that do not match the design/size/details ordered, or items shipped in error, Dot Dot Gem will offer:

• An exchange for the correct product, or a full (100%) refund of the product value, at the customer's choice. Dot Dot Gem covers all shipping costs both ways.
• For refunds, processing is expected to take 5–7 business days from the date Dot Dot Gem receives and inspects the returned item.
• For exchanges, the collection and delivery of the replacement item is expected to take 5–7 business days, depending on the condition of the returned item and the time required to prepare the replacement.

2. Change of Mind or Product No Longer Suitable

For products with no defect from Dot Dot Gem, where the customer has changed their mind, finds the item unsuitable, or wishes to exchange it for a different product:

Exchanges:

• Customers may request an exchange within 14 days of the delivery date. The replacement product must be of equal or greater value than the original item.
• If the replacement product is of higher value, the customer pays the price difference.
• Any shipping costs arising from a customer-requested exchange are borne by the customer.
• Shipping costs from the original order are non-refundable.

Returns: For all orders where Dot Dot Gem has shipped the correct product, returns for cash refund are not supported — only exchanges for a product of equal or greater value are available.

3. Eligibility Conditions

To be eligible for exchange or return, products must:

• Be unused, with no signs of having been worn.
• Be free of scratches, dents, deformation, or any signs of damage.
• Be free of cosmetics, perfume, chemicals, or other substances that could affect the product's condition.
• Retain all original tags, the warranty card, and any accompanying accessories (if applicable).
• Be returned in packaging suitable to ensure safe transit.

Dot Dot Gem reserves the right to decline an exchange or return request if the product does not meet the above conditions, or shows signs of use, damage, or any change in condition compared to the time of delivery.

Additional Notes

• The Exchange & Return policy applies only to orders placed online with a delivery address within Vietnam.
• This policy does not apply to products purchased directly in-store.
• This policy does not apply to oversized/custom-size orders, engraved products, or products with custom designs or modifications to the standard design requested by the customer.
• This policy does not apply to chain-connecting or piercing services performed in-store.
• This policy does not apply to orders paid for via installment plans.
• When exchanging for a higher-value product, the customer pays the price difference based on the selling price at the time of exchange.
• If the replacement product is of lower value than the original, Dot Dot Gem does not refund the difference.
• Processing times for exchanges/returns may vary depending on the condition of the product, shipping times, and production time for items requiring rework.
• Any updates to our exchange, warranty, or buy-back policies will be officially announced on Dot Dot Gem's website and social media platforms.

Dot Dot Gem guarantees that all products are crafted from gold and gemstones matching the specifications provided on the warranty card. Our products are crafted in 10K, 14K, and 18K gold, and 925 silver, chosen to allow for a diverse range of designs while ensuring durability for everyday wear.

Dot Dot Gem products are designed for wear and enjoyment, and are not intended for investment, asset accumulation, or resale purposes. Customers wishing to trade in or sell their Dot Dot Gem products may do so through licensed gold trading businesses. Thank you for your understanding.