PURCHASE, RETURNS AND PRODUCT WARRANTY POLICY
Applies to products provided by Lucasta
TO ENSURE CUSTOMER BENEFITS & LUCASTA’S PRESTIGE
- Customers are requested to check the goods and payment value before leaving the counter. After customers leave the counter, Lucasta will not be responsible for resolving any complaints or errors.
- Customers are requested to keep the Sales Invoice cum product inspection certificate and Diamond Sales Contract (if any) to serve the purchase, exchange, and product warranty. If the customer does not provide Lucasta with the Sales Invoice cum product inspection certificate and Diamond Sales Contract (if any), Lucasta has the right to refuse to purchase, exchange, or warranty the product or not apply. Purchasing, exchange, and warranty policies according to Lucasta’s current regulations.
- When reselling the product to Lucasta, the customer will bear all costs of product quality inspection.
- In case your product is no longer intact, Lucasta will purchase and exchange the product as agreed depending on the condition of the product or Lucasta has the right to refuse to purchase or exchange the product.
- Warranty policy – purchasing and exchanging products may change according to Lucasta’s policy for each type of product and promotion program from time to time.
I. SUPPORT POLICY FOR EXCHANGE OF GOODS WITHIN 24 HOURS IF CUSTOMERS RECEIVE GOODS AND THE PRODUCT IS DEFECTIVE
- Lucasta will exchange goods for customers if the product you receive is a product with a manufacturing defect (not an error that occurred during the time you stored and used the product). Customers must contact the consultant to notify the product status and request an exchange within 24 hours from the time of transaction. Lucasta will exchange 100% of the product value (based on the value on the Sales Invoice) and support 100% of the shipping fee for the exchanged product to the customer.
To clarify, “transaction time” is defined as the time Lucasta issues the sales invoice to customers.
- The product must be intact; Regardless of the same or different product groups, it is not allowed to exchange products for gold bars, rings, or fortune gold.
- For the shell, after seeding, the customer will bear the cost of growing the shell (according to Lucasta’s warranty regulations) if there is a need to exchange it.
- Customers who purchase a new product with a value higher or equal to the value of the product to be exchanged: Lucasta will buy back the product to be exchanged with a value equivalent to 100% of the original value (based on Sales invoice).
- Customers who purchase a new product with a value lower than the value of the product to be exchanged: Lucasta will not refund the difference in value between the product to be exchanged and the new product.
- Do not accept returns, Lucasta only accepts exchange or repurchase of products according to the regulations of each product group according to Lucasta’s policy, updated from time to time.
Customers can only exchange products once.
- Exchanged and purchased products received during office hours from 9:00 a.m. to 6:00 p.m. will be processed in the following order:
- Receive and evaluate product status.
- Confirm and process Purchasing – Product exchange.
- Products received after office hours, Saturdays, Sundays and holidays according to state regulations will be inspected and evaluated and processed on the next working day.< /li>
II. WARRANTY POLICY
1. Wedding Ring:
- Warranty period: 03 years from the time of transaction;
- Lifetime service of renewing, polishing, and washing;
- Free adjustment of ring size. Customers are responsible for the cost of correcting the size with additional gold compensation (calculated according to the gold age price listed at the time of payment and the editing fee)
2. Other Jewelry (Diamond Jewelry, Shell Jewelry, Colored Stone Jewelry):
- Warranty period: 06 months from the time of transaction for technical error and polish warranty.
- Free lifetime warranty for polishing service.
- Free adjustment of jewelry size. Customers are responsible for the cost of correcting the size with additional gold compensation (calculated according to the gold age price listed at the time of payment and the editing fee).
- In case the customer only buys the jewelry case (or jewelry) and brings the jewelry (or jewelry case) in from outside, the customer is free to install the stone or jewelry.
- In case the ring shell falls off:
- Sheet sizes of 1mm or less will be replaced for free.
- Plate sizes from 1 mm to 1 mm or more are charged according to the current selling price of the pill.
3. Warranty does not apply to the following cases:
- Products are broken; deformed or seriously damaged.
- The customer provided incorrect sales invoice retrieval information.
- In case the host stone is lost or the host stone is scratched or cracked during the customer’s use, storage and preservation process, Lucasta will not apply the warranty policy.
* Warranty may change according to Lucasta’s policy from time to time.
III. PROCUREMENT – EXCHANGE POLICY
- The collection/exchange rate is calculated based on the product value on the sales invoice that Lucasta has issued to the customer.
- The product must be intact, with no weight deviation, and the stone must have no scratches, scratches, cracks, or chips.
- For products that are no longer intact or have lost sales invoices, Lucasta will determine the buyback price at the time of purchase – exchange. In this case, Lucasta will retain the product that the customer wishes to exchange to check the status and pay the customer after 03 working days from the date of receipt of the product.
- In some cases (for example, if the customer requests a non-refundable purchase at a special price), Lucasta will not commit to exchange and this will be clearly stated in the Sales Invoice of the order. This. Lucasta only supports customers to consign and resell to other customers if customers need it.
Time & How to Buy – Exchange:
- When customers need to purchase or exchange products, please contact Lucasta via hotline, Facebook or come directly to the store for advice and to schedule an appointment.
- Exchanges can only be processed directly at Lucasta offices at:
- City Branch. HCM: 72 Nguyen Cu Trinh, Pham Ngu Lao Ward, District 1, City. Ho Chi Minh
- Hanoi Branch: 63 Kim Ma, Ba Dinh, Hanoi
- When you come to Lucasta’s office to exchange the product, please bring the product along with all documents including Sales Invoice, Product Inspection Certificate and Diamond Sales Contract (if any). ) and identification documents (CCCD or passport) of customers.
- Lucista’s office will only process product returns in the afternoon from 13:00 to 18:00, Monday to Friday every week (except Saturday, Sunday and holidays). according to state regulations). Outside of the above time, Lucasta will receive the request and process it on the next working day.
- Lucasta only accepts product exchange if the customer still keeps all documents including Sales Invoice, GIA Certificate of Inspection (for owners) and the product is intact, undamaged, chipped, distorted or cracked.
- In case the jewelry sales invoice is lost, Lucasta will support tracking and comparison with stored data. If Lucasta confirms the order information, Lucasta will support the exchange policy and deduct fees according to Lucasta’s current policy.
- In case the GIA master diamond loses its GIA inspection certificate, we have the right to refuse to exchange or only exchange at an agreed price between both parties.
- Lucasta will refuse to exchange for master diamonds that are cracked, chipped, scratched or show signs of being affected by temperature, pressure, chemicals… leading to the risk of quality changes. diamond compared to the original.
- For cracked or deformed jewelry, Lucasta only supports exchange based on the actual gold value after re-weighing the product. Lucasta has the right to refuse to exchange if the jewelry or diamond product has been modified or changed in structure (including refinishing, plating, polishing) by a unit not affiliated with Lucasta.</ li>
- We may refuse to exchange a product if the person requesting the exchange is different from the orderer/payer and the product shows signs of fraud, or shows signs of violating the law.
- Payment for the purchase and exchange value will be made by bank transfer. Payment will be made and completed within a maximum of 48 hours from the time all checks are completed and the purchase and exchange are accepted.
- The exchange may be suspended in cases of force majeure as prescribed by law, such as war, terrorism, epidemics, natural disasters, earthquakes, tsunamis… or times when The government declared a state of disaster, curfew, and martial law.
*PURCHASE – RECOVERY RATIO
Note:
- Diamonds and jewelry are valuable assets, so customers need to be careful during use not to let these products rub or collide with each other. When storing products in boxes, each product must be into a separate compartment lined with soft fabric.
- Loose diamonds when purchasing and exchanging must be in their original condition, without scratches or cracks.
- Encourage customers to LIMIT WEARING DIAMONDS AND JEWELERY when playing sports, doing housework, gardening, working in contact with chemicals, collisions that cause damage to the diamonds and jewelry.
- For weak diamonds, the same buy-exchange ratio as for adjacent high-value diamonds applies (For example: diamonds with dimensions of 5.98 – 6.02 mm, apply the same as 6.0 mm).
- For previous sales invoices that customers buy, sell and exchange, the correct exchange rate stated on the invoice will be applied.
IV. PAYMENT POLICY
- For customers ordering online, please deposit 30% of the order value with Lucasta in advance. The customer will pay the rest after receiving and checking the goods.
- Please come to receive the product as soon as possible from the date of receiving notice from Lucasta. After 45 days from the date Lucasta announces receipt of the product, if the customer does not come to receive the product, the customer will lose the deposit.
- Information for deposit transfer to Lucasta:
