Thank you for your reply. There were a number of reasons that I did not accept the replacement stone: I bought the ring along with a guarantee of goods and service. I was provided with a certificate as Gems is a reputable company (recommended by our tour operator) and I feel that I should not have to go to the trouble and expense of correcting poor workmanship. How can I be sure that the stone that they send me is of a good quality and I would assume that Gems would no longer guarantee the item if someone else has worked on it. I paid for the ring using VISA and have now found out that they have equal liability under section 75 of the Consumer Credit Act 1975 – if I accept the stone, then I will have no other come back. This section does cover purchases made abroad as ruled by the House of Lords. Since my last message, I have received an email from Gems asking for a copy of the guarantee and receipt and I think they may give a refund (although their English is very good, it is a little unclear at the moment). Just in case they will not refund the money, I am also sending a letter to my VISA card company outlining their liability. I have also mentioned that I will withhold payment to the value of the ring until the matter is resolved satisfactorily. I have also been advised that I could contact the financial ombudsman, which I will do if all else fails. I am hopeful that I will get it sorted .

I'm not sure if this is the correct area to post this thread, or if anyone can help me... Whilst on holiday in Thailand I purchased a ring from Gems Gallery, Bangkok when on a trip organised by Tour East. The ring cost £400 - so a sizeable amount, in my opinion and came with a 'life-time' guarantee on goods and services. I also have a certificate (if that is worth anything!). I did not wear the ring during the holiday for fear of losing it in the sea! When I did return after 3 weeks, I put on the ring and by lunch time I notice the topaz stone was missing (the stone had been set using claws). I immediately contacted the company by email. When I had not received a reply after 4 days, I contacted my VISA company who tried to ring Gems and had no reply, but because I purchased the ring using chip n pin, I have no come-back there (they did try to help). I emailed all of the Gem's stores, their head office and the tour company. Eventually about 2 weeks later, I received a reply offering 2 options: They would send a replacement stone and I would have to pay the cost of having it re-set Give it to someone who is visiting Thailand and they would repair it I find neither of the above satisfactory and have emailed them saying so. I have now requested that I either receive a full refund or a new ring. No reply as yet. I am, however dubious as to whether they will agree. Does anyone have any advice as to my position with this foreign company? Not only am I peeved at having spent so much money, but this was to be a souvenir of a special holiday. Thank you