Deposit & Sales Policy

Deposits & Payment

A 30% deposit is required to begin any order and is non-refundable; orders can't be cancelled once placed. The balance is due in full, in cleared funds, before your piece ships or is picked up. International orders are paid in full before production begins.

We accept credit and debit cards, bank wire, Zelle, and Venmo. We may ask for ID or other verification before completing a transaction. We'll never email you a change to our wire instructions — call us to confirm before sending funds.

Quotes are valid 7 days and become firm once a deposit is received; prices may otherwise move with metal and diamond markets until final payment. Changes to your design after production begins are billed as a new change order.

If you haven't paid a balance or responded to our requests for payment within 30 days, we may cancel the order. Any amounts paid — including deposits — are forfeited, and we may retain, repurpose, dismantle, or resell the piece and recover any amount still owed. We'll make reasonable attempts to reach you before cancelling.

If something's wrong, please call us first — filing a chargeback instead of contacting us is a breach of this policy and you'd be responsible for the resulting fees.

Custom & Made-to-Order Pieces

Custom, made-to-order, personalized, engraved, and resized pieces are made for you alone and can't be cancelled, returned, or exchanged. Once you approve a design, we build to it — that approval is final. Handmade pieces carry small, natural variation in finish, color, and measurement, which isn't a defect. Production and delivery dates are estimates, and a delay isn't grounds for cancellation or refund. Please confirm your ring size before production; some designs can't be resized afterward.

Exchanges & Refunds

All items are sold as is. We don't offer exchanges, refunds, returns, or store credit, and we don't offer a buyback, trade-in, or diamond upgrade program.

Lifetime Jewelry Warranty

Covers manufacturing defects in the mounting under normal wear — we'll repair it at no charge, or replace it or issue a credit if repair isn't practical. Refunds aren't available under the warranty.

Not covered: diamonds and gemstones (including chipping, cracking, or a stone coming loose), loss or theft, accident or misuse, normal wear and tear, and any repair or alteration done by another jeweler (which voids the warranty). To keep coverage active, your piece must be inspected by Hung Phat every 6 months — inspections by another jeweler don't count.

A claim requires your original receipt and the piece for inspection, at your expense. This warranty is non-transferable to the original purchaser only, and is the only warranty we provide.

Pickup, Shipping & Delivery

Bring your receipt and photo ID at pickup. We'll notify you once your piece is ready. If it's still uncollected 30 days after that notice, we may send a final notice requesting collection. If you don't respond, arrange collection, or finalize the order within 90 days of that final notice, we may cancel the order, forfeit any amounts paid, and retain, repurpose, dismantle, dispose of, or resell the piece. We're not liable for any loss or claim arising from the disposal of uncollected goods after this period.

Once shipped, risk of loss passes to you at the carrier. Please inspect your piece on arrival and report any issue within 48 hours.

Repairs & Services

We service jewelry, including pieces not purchased from us, but sizing, setting, and cleaning carry inherent risk, especially for worn or previously repaired pieces — we can't be liable for damage we didn't cause or hidden pre-existing issues. Repair quotes are estimates; we'll get your approval before any additional work. Our liability for a serviced item is capped at its documented value or $1,000, whichever is less.

Our Responsibility to You

Beyond the remedies above, our liability for any claim is limited to the amount you paid for the item or service involved, excludes indirect or consequential damages, and any claim must be brought within one year — except where the law doesn't allow such limits.

Resolving a Problem

Please contact us first — most concerns are resolved with a call. If we can't resolve a dispute, it's settled by individual binding arbitration (JAMS, Santa Clara County, CA) rather than in court — no class actions, no jury trial. Small claims court remains available. You may opt out of arbitration by written notice within 30 days of your first deposit or purchase. Any claim not subject to arbitration — including if you opt out — must be brought exclusively in the state or federal courts located in Santa Clara County, California, and nowhere else. California law governs.

A Few Other Things

We may contact you about your order by phone, text, or email. Designs and photography we create remain ours. This policy, with your signed receipt, is the full agreement and can only be changed in writing. If any part of this policy can't be enforced, the rest still stands.