A BLUSAIGON piece is made to be used every day and kept for a lifetime. These are our commitments after you buy.
1. Warranty
| Pens (fountain, rollerball, ballpoint, fineliner) | 24 months from delivery |
| Leather goods | 24 months from delivery |
| Jewelry & cufflinks | 3 months from delivery |
| Repairs and services we carry out | 6 months on the repaired part and workmanship |
Covered: defects in materials and workmanship, including the mechanism, plating, settings and shell inlay under normal use.
Not covered: normal wear, scratches or dulling from use; damage from drops, impact, chemicals, perfume, acidic cleaners or water; use of non-original parts, refills or poor-quality ink; repairs or opening by anyone other than BLUSAIGON; loss or theft.
How to claim: email sale@blusaigon.com with your order number (or warranty card) and a photo or short video of the issue. We reply within one business day and confirm whether the claim is covered before you send anything.
Shipping for warranty service: you send the piece to our service centre; for an accepted claim we repair or replace it free of charge and cover the return shipping to you, and aim to have it back with you within 15 business days of receipt. If a defect appears within 20 days of delivery, we also send you a prepaid DHL label, so the claim costs you nothing.
2. BluCare+ – servicing after your warranty ends
When the warranty period has ended, BluCare+ keeps your piece in perfect condition for as long as you own it: professional cleaning, re-polishing of shell and plating, mechanism maintenance, part replacement and repair, carried out by the artisans who made it.
- Paid service, quoted in advance: after we examine your piece we send you a written quote. Work only starts once you approve it.
- Where: at any BLUSAIGON boutique in Vietnam, or by sending your piece to our service centre. For pieces sent from abroad, shipping both ways is covered by the customer.
- Guarantee: every BluCare+ service or repair carries a 6-month guarantee on the work and parts.
3. Returns
Because every piece is handmade and shipped to you from Vietnam, we accept returns for the following reasons:
- Manufacturing defect, damage in transit or incorrect item – report it within 20 days of delivery with a photo. We send a prepaid DHL return label and replace the piece or refund you in full, including original shipping. This applies to engraved pieces too.
- Change of mind – we do not accept change-of-mind returns. If you are unsure about a shell, colour or size before ordering, email us: we will send close-up photos or a short video of the exact piece.
- Engraved and personalised items are final sale, except for a manufacturing defect.
- How to return: email sale@blusaigon.com first. We confirm within one business day with a return label and instructions. Parcels sent without a return confirmation cannot be accepted.
- Refunds are issued to the original payment method within 5 business days after we receive and inspect the item.
- European Union customers keep their statutory right to withdraw from a purchase within 14 days of delivery (personalised items excluded). Contact us to use it; the customer covers the return shipping.
4. Care
Wipe with a soft dry or slightly damp cloth. Keep shell away from perfume, alcohol, acids and ultrasonic cleaners, and store your piece in its pouch or box. See our FAQs for full care guidance.
Service centre
BLUS MAISON – 129E Nguyen Dinh Chinh, Phu Nhuan, Ho Chi Minh City, Vietnam
Email: sale@blusaigon.com