WARRANTY COVERAGE

*Warranty is only valid within Vietnam*

Dot Dot Gem covers manufacturing and technical defects for 30 days from the date the customer receives the product, applicable to all product categories except Gold Vermeil.

• Covered defects include: open solder joints; loose or broken prongs securing the stones; clasps that fail to fasten properly; links separating due to defective connections; and abnormal peeling or flaking of the finish under normal conditions of use.
• During the warranty period, Dot Dot Gem provides free repair labor. If the product cannot be repaired, Dot Dot Gem will replace it with an equivalent product.
• If the product is replaced, the warranty period will restart from the date the customer receives the replacement product.

COMPLIMENTARY SERVICES

• Polishing, cleaning, and surface refinishing: Complimentary for 2 years (excluding Gold Vermeil, which is subject to a separate policy).
• Two-way shipping: Dot Dot Gem covers the full shipping cost for the first 30 days from the date the customer receives the product.
• After the above period, the customer is responsible for the shipping cost. Repair labor remains free of charge if the issue is covered under the warranty.

DIAMOND OR GEMSTONE JEWELRY

• Stones that fall out due to faulty prongs or a defective setting: if the product is within the warranty period and has completed all required periodic inspections, Dot Dot Gem will reset the stone or replace it with an equivalent stone free of charge.
• Stones that are lost, broken, or scratched due to impact, drops, or use are not covered under the warranty. Dot Dot Gem offers a 10% discount on the replacement of an equivalent stone, based on the listed price at the time of replacement.
• Replacement stones will be selected to match the original stone in type, size, and quality grade. If an equivalent stone is no longer available, both parties will agree on the replacement option before proceeding.

FOREVER BRACELET

• If the bracelet breaks and the chain is still in the customer’s possession: Dot Dot Gem will re-weld the bracelet free of charge at any Dot Dot Gem store, with no limit on the number of repairs during the 12-month warranty period, provided that all required periodic inspections have been completed at 3, 6, and 9 months.
• If the bracelet breaks and the chain is lost: This is not covered under the warranty. Customers may purchase a replacement chain with a 10% discount.
• Polishing and cleaning: Complimentary for 2 years.
• Dot Dot Gem also offers a Forever Bracelet Trade-In Program, with a trade-in value of up to 80% of the original invoice value.

GOLD VERMEIL JEWELRY

Dot Dot Gem understands that Gold Vermeil jewelry is less durable than solid gold jewelry. To ensure a comfortable wearing experience, Dot Dot Gem offers a separate warranty policy for this collection.

• Dot Dot Gem provides a 3-month warranty from the date of purchase. The warranty includes re-plating, polishing, and buffing services.

• After the 3-month warranty period, customers who wish to have their jewelry re-plated may do so at a service fee of 15% of the original purchase price.

Note: For Gold Vermeil jewelry, customers are advised to minimize exposure to water and cleaning agents.

THE LOVER’S KNOT

• The braided bracelet consists of two components, each covered under a separate warranty policy:
• Braided cord: Dot Dot Gem provides a 6-month warranty, including complimentary re-braiding, cord removal, and cord replacement.
• Pendant: Dot Dot Gem provides a 2-year warranty, including complimentary polishing and buffing services.

WARRANTY EXCLUSIONS

• Damage caused by impact, drops, pressure, accidents, or improper use.
• Deformation, normal wear and tear, scratches, or tarnishing resulting from regular use.
• Stones that are lost, broken, or scratched due to impact, drops, or use. Dot Dot Gem offers a 10% discount on the replacement of an equivalent stone, based on the stone’s listed price at the time of replacement.
• Products that are lost or missing. 
• Products that have been repaired, modified, or altered by a third party.
• Damage caused by exposure to harsh chemicals, high temperatures, or corrosive environments.
• Cases where the customer is unable to provide the purchase invoice, warranty card, or product traceability information.
• Products that have not undergone all required periodic inspections at 3, 6, and 9 months will be subject to the replacement support policy applicable to the respective product category. 

HOW TO MAKE A WARRANTY CLAIM

• Bring the product and warranty card to any Dot Dot Gem store, or contact our hotline at 0327 846 899 for instructions on how to send the product to us.
• Our staff will issue a service receipt documenting the product’s condition, the requested service, and the expected return date. The customer will receive a copy.
• Estimated processing time: 5 - 7 working days. If additional time is required, Dot Dot Gem will notify the customer in advance.