Complaints
How to reach us
- In person at our boutique
- The Consultation request form on the website, choosing "Complaint"
Each complaint gets a tracking code sent to your phone or email.
Timelines
| Milestone | Deadline |
|---|---|
| Receipt confirmed, tracking code issued | Within 24 hours |
| Decision and remedy | Within 7 working days |
| Complaints needing independent testing | Within 15 working days of sending the sample |
When a deadline is missed, the system alerts the Store Manager and senior management automatically.
Independent testing
When you and KBMC disagree on purity, weight or stone quality, the piece is sealed in front of you and sent to an independent laboratory chosen by both sides. KBMC advances the fee.
- Result matches what KBMC stated: you reimburse the fee.
- Result is lower than stated: KBMC pays the fee, compensates the difference at the selling price on the purchase date, and checks the whole production lot from the same source.
Remedies
You choose one of three: repair, exchange for a piece of equal value, or refund. KBMC records the chosen remedy and deadline in writing.
Your rights
You may complain, report, sue and claim compensation under the 2023 Law on Consumer Rights Protection. Complaining to KBMC does not take away your right to contact consumer protection authorities or go to court.