After-Sales Services | Services | Chow Sang Sang Jewellery

Services

Sincere Promise

Chow Sang Sang holds itself to the highest standards of service with every customer. Whether you visit chowsangsang.com or one of our retail branches, our customers are looked after with professionalism and we are committed to providing top-notch after-sales services at all times.

Comprehensive Professional Care

Whether you are enquiring about product details or product care, our sales associates and customer service team are equipped to assist.

Hong Kong, China

Macau, China

Hong Kong, China Macau, China

Promotion: Trade-in and Sell back

You can exchange jewellery for new items, subject to a service charge. As this service is only available at selected branches and terms and conditions may vary.

Hong Kong, China

Macau, China

Return and Exchange

To provide you confidence to shop at Chow Sang Sang, we offer a return and exchange policy for jewellery purchased from our retail and online stores.

More details

Timepieces Care

Since the warranty for watches is provided by the original manufacturer, we will gladly pass on your watch to the manufacturer for examination and repair when you visit our branches. You can also visit the affiliated service centre of the original manufacturer in person.

Concierge Service

In addition to our professional after-sales service, you will be thoroughly pampered by the Concierges at our Customer Service Centres.

-: Detailed product information
-: Cloakroom and luggage storage
-: Use of computer and free Wi-Fi
-: Family relaxation suit

-: Marriage proposal logistics arrangement
-: Dining or entertainment recommendations and reservations
-: Mobile phone charging

Location of Customer Service Centres

Product Care Services

Applicable to HONG KONG, CHINA CHOW SANG SANG ONLY
Edition : 8 May 2023

You may bring your product purchased from us and its Certificate of Authenticity to any Chow Sang Sang stores for the following product care services and promotions.

Chow Sang Sang offers one-year warranty for products (except accessories) purchased from us. Product Care Services include repair, refinishing and ring engraving. Please refer to the following details.

	Within warranty period(Within 1 year of purchase)	After warranty period (After 1 year of purchase)	Service Terms & Conditions
Gold, Platinum, K Gold, Gem-set Product	Free of charge	Please refer to ‘Service Charges’ listed below.	Depending on the design, compositions or damage condition, we will determine whether relevant care services can be provided to the product. Charges for below services will be quoted: - Use of additional material or part - Engraving services other than rings - Licenced products to be sent to original manufacturer for repair During maintenance processes, metal loss of each product may vary depending on its condition and extent of repair. We shall use reasonable endeavors to minimize the loss.
Silver Product	Free of charge	Free cleaning service only
Accessories	No warranty; Please check with us for replacement at a cost.		Not applicable

* "Accessories" means: The metal (magnetic) clasp cord, the Murano glass bead etc.

Ring Resizing

	First time	Afterwards	Service Terms & Conditions
Ring Resizing	Free of charge	Please refer to ‘Service Charges’ listed below.	Depending on the design or compositions, we will determine whether resizing service can be provided to the ring. During resizing process, metal loss of each ring may vary depending on its condition and extent of resizing. We shall use reasonable endeavors to minimize the loss.

Service charges

	Gold Product	Other types of product
Charges	$120	$320

Notes:

1): Only products purchased at Chow Sang Sang stores in Hong Kong, China are entitled to above Product Care Services and Promotions. Services and promotions provided in other region are in accordance to the policies of service location. You may inquire at the store where you made the purchase.
2): Product Care Services for selected product is only provided at the purchase store.
3): For product repaired or intervened by non-authorized third party, we will no longer provide the Quality Guarantee and we reserve the right to offer any Product Care Services and Promotions.
4): Products on special offers, or of a category not mentioned above are not eligible for trade-in or sell back.
5): Certificate(s), if any, must be returned when you are trading in or selling back. A replacement fee will be imposed if the certificate is damaged or lost.
6): If no Original Receipt or Certificate of Authenticity could be provided, we reserve the right not to offer Product Care Services and Promotions.
7): We reserve the rights to amend the above policies. Requests for the above services or promotions shall be entertained in accordance with the latest terms in force.
8): If there is any discrepancy or inconsistency between the Chinese and English versions, the Chinese version shall prevail.
9): For more details, please refer to “Group’s Policy of Return and Exchange of Merchandise” on chowsangsang.com/hk.

Product Care Services

Applicable to MACAU, CHINA ONLY
Edition : 8 May 2023

You may bring your product purchased from us and its Certificate of Authenticity to any one of our stores or Chow Sang Sang stores in other regions for the Product Care Services and Promotions.

We offer one-year warranty for products (except accessories) purchased from us. Product Care Services include repair, refinishing and ring engraving. Please refer to the following details.

	Within warranty period(Within 1 year of purchase)	After warranty period(After 1 year of purchase)	Service Terms & Conditions
Gold, Platinum, K Gold, Gem-set Product	Free of charge	Please refer to ‘Service Charges’ listed below.	Depending on the design, compositions or damage condition, we will determine whether relevant care services can be provided to the product. Charges for below services will be quoted: - Use of additional material or part - Engraving services other than rings - Licenced products to be sent to original manufacturer for repair During maintenance processes, metal loss of each product may vary depending on its condition and extent of repair. We shall use reasonable endeavors to minimize the loss.
Silver Product	Free of charge	Free cleaning service only
Accessories	No warranty; Please check with us for replacement at a cost.		Not applicable

* "Accessories" means: The metal (magnetic) clasp cord, the Murano glass bead etc.

Ring Resizing

	First time	Afterwards	Service Terms & Conditions
Ring Resizing	Free of charge	Please refer to ‘Service Charges’ listed below.	Depending on the design or compositions, we will determine whether resizing service can be provided to the ring. During resizing process, metal loss of each ring may vary depending on its condition and extent of resizing. We shall use reasonable endeavors to minimize the loss.

Service charges

	Gold Product	Other types of product
Charges	$120	$320

Notes:

1): Only products purchased in Macau, China are entitled to above Product Care Services and Promotions. Services and promotions provided in other region are in accordance to the policies of service location. You may inquire at the store where you made the purchase.
2): Product Care Services for selected product is only provided at the purchase store.
3): For product repaired or intervened by non-authorized third party, we will no longer provide the Quality Guarantee and we reserve the right to offer any Product Care Services and Promotions.
4): Products on special offers, or of a category not mentioned above are not eligible for trade-in or sell back.
5): Certificate(s), if any, must be returned when you are trading in or selling back. A replacement fee will be imposed if the certificate is damaged or lost.
6): If no Original Receipt or Certificate of Authenticity could be provided, we reserve the right not to offer Product Care Services and Promotions.
7): We reserve the rights to amend the above policies. Requests for the above services or promotions shall be entertained in accordance with the latest terms in force.
8): If there is any discrepancy or inconsistency between the Chinese and English versions, the Chinese version shall prevail.
9): For more details, please refer to “Group’s Policy of Return and Exchange of Merchandise” on chowsangsang.com/hk.

Promotions: Trade-in and Sell back

Applicable to HONG KONG, CHINA CHOW SANG SANG ONLY
Edition : 8 May 2023

Gold, Platinum or Karat Gold Product

You may bring your product purchased from us and its Certificate of Authenticity to any Chow Sang Sang stores for the following product care services and promotions.

	Computation of Credit*
	Sell Back	Trade-in for products with equal or higher price**
Gold Product	Gold Jewellery, Gold Ornament, Refined Gold Ingot: Weight x the posted Buy price of Gold Ornament Gold Bar: Weight x the posted Buy price of Gold Bar Gold Ingot: Weight x the posted Buy price of Gold Ingot	Weight x the posted Exchange price of Gold Ornament
Platinum Product	990 Platinum: Weight x the posted Buy price of 990 Platinum Ornament 950 Platinum: Weight x the posted Buy price of 950 Platinum Ornament	990 Platinum: Weight x the posted Buy price of 990 Platinum Ornament 950 Platinum: Weight x the posted Buy price of 950 Platinum Ornament
Karat-Gold Product	Net Weight of Gold x the posted Buy price of Gold Ornament	Net Weight of Gold x the posted Exchange price of Gold Ornament

*With Certificate of Authenticity, gold and platinum products purchased from us can be sold back without deduction of refinery loss.
**Trade-in product is not applicable to gold bar or gold ingot.

Diamond product

Diamond product originally purchased at $10,000 or above¹, with no wear and tear on the diamond

	Computation of Credit
	Sell Back	Trade-in for 50% higher of purchase price
Within 1 year of purchase	80% of purchase price less administrative fee (5% of purchase price or $1000, whichever is higher)	90% of purchase price less administrative fee (5% of purchase price or $1000, whichever is higher)
After 1 year of purchase	According to evaluated price²	According to evaluated price²

Remarks:
1) Excluding “No trade-in/sell back” stated on the Certificate of Authenticity.
2) Evaluated price is according to Chow Sang Sang’s diamond evaluation.
3) Trade-in/sell back may be applicable to selected stores only. We reserve the rights to terminate the promotion or to provide the evaluated price without further notice.
4) For details of other promotions, please refer to the latest notice in store or on Chow Sang Sang website.

Notes:

1): Only products purchased at Chow Sang Sang stores in Hong Kong, China are entitled to above Product Care Services and Promotions. Services and promotions provided in other region are in accordance to the policies of service location. You may inquire at the store where you made the purchase.
2): Product Care Services for selected product is only provided at the purchase store.
3): For product repaired or intervened by non-authorized third party, we will no longer provide the Quality Guarantee and we reserve the right to offer any Product Care Services and Promotions.
4): Products on special offers, or of a category not mentioned above are not eligible for trade-in or sell back.
5): Certificate(s), if any, must be returned when you are trading in or selling back. A replacement fee will be imposed if the certificate is damaged or lost.
6): If no Original Receipt or Certificate of Authenticity could be provided, we reserve the right not to offer Product Care Services and Promotions.
7): We reserve the rights to amend the above policies. Requests for the above services or promotions shall be entertained in accordance with the latest terms in force.
8): If there is any discrepancy or inconsistency between the Chinese and English versions, the Chinese version shall prevail.
9): For more details, please refer to “Group’s Policy of Return and Exchange of Merchandise” on chowsangsang.com/hk.

Promotion: Trade-in and Sell back

Applicable to MACAU, CHINA ONLY
Edition: Edition : 8 May 2023

Gold, Platinum or Karat-Gold Product

You may bring your product purchased from us and its Certificate of Authenticity to any one of our stores or Chow Sang Sang stores in other regions for the Product Care Services and Promotions.

	Computation of Credit*
	Sell Back	Trade-in for products with equal or higher price**
Gold Product	Gold Jewellery, Gold Ornament, Refined Gold Ingot: Weight x the posted Buy price of Gold Ornament,less 2% commission Gold Bar: Weight x the posted Buy price of Gold Bar Gold Ingot: Weight x the posted Buy price of Gold Ingot	Weight x the posted Exchange price of Gold Ornament, less 2% commission
Platinum Product	990 Platinum: Weight x the posted Buy price of 990 Platinum Ornament, less 2% commission 950 Platinum: Weight x the posted Buy price of 950 Platinum Ornament, less 2% commission	990 Platinum: Weight x the posted Buy price of 990 Platinum Ornament, less 2% commission 950 Platinum: Weight x the posted Buy price of 950 Platinum Ornament, less 2% commission
Karat-Gold Product	Net Weight of Gold x the posted Buy price of Gold Ornament, less 2% commission	Net Weight of Gold x the posted Exchange price of Gold Ornament, less 2% commission

*With Certificate of Authenticity, gold and platinum products purchased from us can be sold back without deduction of refinery loss.
**Trade-in product is not applicable to gold bar or gold ingot.

Diamond product originally purchased at $10,000 or above¹, with no wear and tear on the diamond

	Computation of Credit
	Sell Back	Trade-in for 50% higher of purchase price
Within 1 year of purchase	80% of purchase price less administrative fee (5% of purchase price or $1000, whichever is higher)	90% of purchase price less administrative fee (5% of purchase price or $1000, whichever is higher)
After 1 year of purchase	According to evaluated price²	According to evaluated price²

Notes:

1): Only products purchased in Macau, China are entitled to above Product Care Services and Promotions. Services and promotions provided in other region are in accordance to the policies of service location. You may inquire at the store where you made the purchase.
2): Product Care Services for selected product is only provided at the purchase store.
3): For product repaired or intervened by non-authorized third party, we will no longer provide the Quality Guarantee and we reserve the right to offer any Product Care Services and Promotions.
4): Products on special offers, or of a category not mentioned above are not eligible for trade-in or sell back.
5): Certificate(s), if any, must be returned when you are trading in or selling back. A replacement fee will be imposed if the certificate is damaged or lost.
6): If no Original Receipt or Certificate of Authenticity could be provided, we reserve the right not to offer Product Care Services and Promotions.
7): We reserve the rights to amend the above policies. Requests for the above services or promotions shall be entertained in accordance with the latest terms in force.
8): If there is any discrepancy or inconsistency between the Chinese and English versions, the Chinese version shall prevail.
9): For more details, please refer to “Group’s Policy of Return and Exchange of Merchandise” on chowsangsang.com/hk.

Maintenance Services

Hong Kong, China only
Edition: 9 Mar 2020

Chow Sang Sang offers one-year warranty for jewellery (except metal (magnetic) clasp cord) purchased from us. Jewellery Care Services include repair, refinishing and ring engraving. Please refer to the following details.

	Within warranty period (Within 1 year of purchase)	After warranty period (After 1 year of purchase)	Service Terms & Conditions
Gold, Platinum, K gold, Gem-set jewellery	Free of charge	Please refer to ‘Service Charges’ listed below.	Depending on the design, limitations or damage condition, we will determine whether the jewellery piece is suitable for service. Charges of the below services will be quoted - Additional material or accessory - Engraving services except rings - Licenced jewellery pieces to be repaired by original manufacturer During maintenance processes, the jewellery piece may undergo reasonable material loss.
Silver Jewellery	Free of charge	Free cleaning service only

Ring Resizing

	First time	Afterwards	Service Terms & Conditions
Ring Resizing	Free of charge	Please refer to ‘Service Charges’ listed below.	Depending on the design or compositions, we will determine whether resizing service can be provided to the ring. During resizing process, metal loss of each ring may vary depending on its condition and extent of resizing. We shall use reasonable endeavors to minimize the loss.

Service charges

	Gold ornament	Other types of jewellery
Charges	$120	$320

Others

	Warranty period	Purchase Price
Metal (Magnetic) Clasp Cord	Not applicable	$100

Notes:

1): Only goods purchased at Chow Sang Sang stores in Hong Kong, China are entitled to above services. Services provided in other region are in accordance to the policies of service location. You may inquire at the store where you made the purchase.
2): For jewellery piece repaired or intervened by non-authorized third party, we will no longer provide the Quality Guarantee and we reserve the right to offer any after-sales services.
3): Goods on special offers, or of a category not mentioned above are not eligible for Trade-in or sell back.
4): Certificate(s), if any, must be returned when you are trading in or selling back. A replacement fee will be imposed if the certificate is damaged or lost.
5): Trade-in and sell back of goods without Receipt or Certificate of Authenticity will be conducted at market prices.
6): We reserve the rights to amend the above policies. Requests for the above services shall be entertained in accordance with the latest terms in force.
7): If there is any discrepancy or inconsistency between the Chinese and English versions, the Chinese version shall prevail.

Return and Exchange Guidelines

HONG KONG & MACAU
1 Jan 2017 edition

The following article is extracted from Chow Sang Sang Group's "Policy of Return and Exchange of Merchandise" (the Policy) and aims to provide a general guideline for returns and exchanges. In case of any disputes, the latest prevailing version of the Policy shall apply.

Definition

"Original Purchase Condition" means that the merchandise is:

1. still in its original packaging with all certificates, warranties and original invoice intact;
2. unworn, unused, unaltered and in the condition originally sold; and
3. not damaged in any way

The decision as to whether the merchandise is in "Original Purchase Condition" shall be determined solely by Chow Sang Sang and its decision shall be final.

'Excluded Items' means:

1. Gold coin, bullion gold, watches;
2. Engraved, altered or custom-made merchandise;
3. Merchandise of a third party brand distributed by Chow Sang Sang; and
4. Merchandise invoiced as non-returnable, non-exchangeable

'Online Purchases' includes:

1. Chow Sang Sang Eshop; and
2. Chow Sang Sang Eshop operated by designated e-commerce platforms

Our Policy

1. In-Store Purchases

1.1 Return
All in-store purchases are final sale and may not be returned or exchanged. If the purchase is subject to regional laws or regulations, and there exists inconsistencies between that and Chow Sang Sang Group's "Policy of Return and Exchange of Merchandise", the policy with the stricter requirement shall prevail.

1.2 Exchange
Any merchandise, with the exception of 'Excluded Items', may be exchanged once in its "Original Purchase Condition" within 3 days of purchase upon presentation of the original invoice.
If the value of the selected replacement item(s) is/are higher than that of the original purchase (determined based on weight for non-fixed price gold/platinum jewellery, and based on the selling price of the merchandise for other jewellery), you will pay us the difference in price. Where the value of the item is higher than that of the replacement item, we will not refund to you the price difference. Items may be exchanged for any item under the same product category as designated by us.

2. Online Purchases

2.1 Return
Any merchandise, with the exception of 'Excluded Items' and non-fixed price gold/platinum jewellery, may be returned in its "Original Purchase Condition" at your cost within 7 days of its delivery to you or its collection under the in-store collection service. Merchandise will be refunded against the original payment method used upon purchase. You will be obliged to pay for shipping fees, duties and taxes for the returned merchandise.

2.2 Exchange
Any merchandise, with the exception of 'Excluded Items', may be exchanged once in its "Original Purchase Condition" within 7 days of its delivery to you or its collection under the in-store collection service.

If the value of the selected replacement item(s) is/are higher than that of the original purchase (determined based on weight for non-fixed price gold/platinum jewellery, and based on the selling price of the Merchandise for other jewellery), you will pay us the difference in price. Where the value of the item is higher than that of the replacement item, we will not refund to you the price difference. Items may be exchanged for any item under the same product category as designated by us.

We will refund you the shipping fee of the original purchase (except duties and taxes), but you will be obliged to pay for shipping fees, duties and taxes for the returned and replacement item.
In the case of "Excluded Items" damaged during delivery or the merchandise not in its "Original Purchase Condition", return or exchange may be accepted at the discretion of Chow Sang Sang.

3. Discount & Promotions
If you have purchased any merchandise with any discount offered or other promotional activities but the discount offer has expired at the time of the exchange, the discount shall not be taken into account. Discounts offered by companies other than Chow Sang Sang shall be dealt with in accordance with the terms and conditions of the relevant companies.

4. Star Dollars

4.1 Return
When any merchandise which had earned Star Dollars in the original purchase is returned, we will deduct the earned Star Dollars from the original Star Shopper account. If its Star Dollars balance is not sufficient to be deducted, deficit will be set off against the amount to be refunded. When any merchandise redeemed using Star Dollars to be returned, Star Dollars so used will be returned to the original Star Shopper account.

4.2 Exchange
When you exchange the merchandise which Star Dollars had been earned or used in the original purchase, the price difference paid to us for the replacement item(s) may receive or use Star Dollars in accordance with the Term and Conditions of Star Dollars Programme.

5. Gifts & Certificates
We shall be entitled to charge a replacement fee if the certificate(s) that accompany the merchandise in its Original Purchase Condition and/or the free promotional gift are/is not returned together with the merchandise.

Note:
This Policy will be amended according to the Group's "Policy of Return and Exchange of Merchandise". The latest prevailing version of this Policy applies.

	Within warranty period (Within 1 year of purchase)	After warranty period (After 1 year of purchase)	Service Terms & Conditions
Gold, Platinum, K Gold, Gem-set Product	Free of charge	Please refer to ‘Service Charges’ listed below.	Depending on the design, compositions or damage condition, we will determine whether relevant care services can be provided to the product. Charges for below services will be quoted: - Use of additional material or part - Engraving services other than rings - Licenced products to be sent to original manufacturer for repair During maintenance processes, metal loss of each product may vary depending on its condition and extent of repair. We shall use reasonable endeavors to minimize the loss.
Silver Product	Free of charge	Free cleaning service only
Accessories*	No warranty; Please check with us for replacement at a cost.		Not applicable


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Services

Product Care Services

Product Care Services

Promotions: Trade-in and Sell back

Gold, Platinum or Karat Gold Product

Diamond product originally purchased at $10,000 or above1, with no wear and tear on the diamond

Promotion: Trade-in and Sell back

Gold, Platinum or Karat-Gold Product

Diamond product originally purchased at $10,000 or above1, with no wear and tear on the diamond

Product Care Services

Product Care Services

Promotions: Trade-in and Sell back

Gold, Platinum or Karat Gold Product

Diamond product

Promotion: Trade-in and Sell back

Gold, Platinum or Karat-Gold Product

Diamond product originally purchased at $10,000 or above1, with no wear and tear on the diamond

Maintenance Services

Return and Exchange Guidelines

Diamond product originally purchased at $10,000 or above¹, with no wear and tear on the diamond

Diamond product originally purchased at $10,000 or above¹, with no wear and tear on the diamond

Diamond product originally purchased at $10,000 or above¹, with no wear and tear on the diamond