This policy explains the conditions and procedures for returns, exchanges, and refunds on all purchases made at KEDAI EMAS PUTERI MELAYU. By making a purchase, customers are considered to have read and agreed to this policy.

General Policy

• All jewelry sold is a final sale (no cancellation).
• Cash refunds are not permitted, except under conditions specified in this policy.
• Cash refunds are not permitted, except under conditions specified in this policy.

Returns Due to Defects

• Customers may file a claim if the product has a manufacturing defect.
• Claims must be made within 7 working days from the purchase date.
• The original receipt MUST be presented.
• Products will be inspected by the shop before any decision is made.
• If a manufacturing defect is confirmed, the shop will:
  • Repair the product at no charge; OR
  • Offer an exchange for an equivalent value item; OR
  • Provide a refund (at the management’s discretion).

Custom-Made Items

• Custom-made items — crafted according to specific size, design, or customer requests — cannot be returned or refunded.
• Deposits for custom orders are non-refundable.

Size Changes / Modifications

• Requests for ring resizing or modifications after purchase may incur additional fees.
• Applicable fees depend on the design and work required.

Trade-In Policy

• Items that have been trade-in exchanged cannot be reversed after the transaction is completed.
• The trade-in value is based on the current gold price on the day of the transaction.

Refund Methods

• If a refund is approved:
  • Refunds will be processed through the original payment method (card, bank transfer, cash).
  • The processing timeframe is typically 3–14 working days, depending on the financial institution.
  • Cash refunds are not given for card transactions.

Exceptions

This policy does not cover:

• Damage due to customer misuse or negligence.
• Normal wear and tear such as scratches.
• Loss of products after purchase.

Management Rights

The management of KEDAI EMAS PUTERI MELAYU reserves the right to reject any return or refund request that does not meet the conditions stated in this policy.