Care & Repair

Warranty Policy and After-Sales Service

After-Sales Service

PRIMA, a fine jewelry brand exquisitely distinctive with meticulous design and detailed production process, is reflected through proficiency of highly skillful and experienced Thai craftsmen. PRIMA jewelry exclusively presents 24K, 18K and 9K gold jewelry, diamond jewelry and gold sheet artwork as the most valuable and elegant jewelry pieces for each of your precious moment.

After-sales service terms and conditions

  • Customers must present a certificate of guarantee to the Company for the rights following product warranty conditions.
  • Lifetime jewelry cleaning service is complimentary with no service fee.
  • One-time re-plating service is complimentary with no service fee.
  • Product exchange is subject within 15 days under the Company’s terms and conditions.
  • Ring resizing is available per 1 standard size depending on product designs.
  • Each product is guaranteed for defects from production process but not subject to damage occurred from improper use, modification or corrosion.
  • In case of product repair after use, the gold weight may be different from original weight indicated in the certificate of guarantee.
  • The rights of product exchange and buyback are reserved in-store only.
  • Exchange and Buyback policy will not be applied for the PRIMA ART products in any case.

Remark: All cases are subject to the Company’s terms and conditions. Please contact sales associates for more information.

After-sales service available for in-store only

  • Each product is offered with a certificate of guarantee card.
  • Product guarantee covers only defects from production process.
  • Product guarantee covers a period of 1 year.
  • The Company reserves the rights for product return and exchange.

Repair service

  • Repair service for product group with frames is available in case of broken frames. Customers can have the product frame changed with no service fee.
  • Repair service for sculpture group is available in case of broken wood base or broken cover. Customers can have the wood base or cover changed with service fee per size of wood base and cover.
  • Repair service is available at PRIMA GOLD stores nationwide. Our jewelry consultants shall inform service fees prior to confirmation of repair service.

Repair service through online channels

  1. For repair service, a sender and a buyer must be the same person as indicated in the receipt or certificate of guarantee.
  2. For shipping fee and shipping insurance fee, customers shall be responsible for Door to Door service fee at THB 550 per service.
  3. Maximum package size is W18 X L25 X H17 cm.
  4. Product receiving and returning must be performed by delivery company as specified by PRIMA.
  5. Repair service is available for product value not exceeding THB 40,000.
  6. In case of repair fees, our PRIMA consultants shall inform details prior to proceeding repair service.
  7. In case of any cancellations after sending products for repair service, shipping fee and insurance fee shall not be returned to customers.

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