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Return & Refund Policy


  1. ALL items are not eligible for refund, you are advised to acknowledge the condition & measurement of items stated in the description. On the rare occasion that your purchased item isn’t 100% right (wrong item/type/etc), you can just bring it back to our physical retail store and we’ll be more than happy to give you an exchange.



  1. Exchange can only be done in our physical retail store, subject to availability.


  1. You can only request for exchange within 24 hours upon receiving your order.


  1. In order to protect customer, we suggest customers to follow the procedures below to return item: 

Step 1  

Take a photo of the item to be returned for record.


Step 2

Email the photo of the item to [email protected] and indicate the reason to request for exchange. Select a preferred Outlet to exchange item. We will take 1 to 2 working days to investigate your case/issue.


Step 3

Customer will receive an email notice with a Return Order number if the refund / after first examination exchange request is being accepted.


Step 4

Bring the item to your preferred outlets within 5 days for second examination.


  1. Please make sure the item is in original good condition, together with original sales receipt and original packaging. All goods will be inspected on return.  If there is any returned in an unsuitable condition, we may have to reject your return request. We reserve the right to refuse any exchange.  We reserve the right not to accept returns or exchange received after 24 hours of the date of purchase. Furthermore, we reserve the right to deny a refund if you do not meet our return policy guidelines.


  1. We do not accept exchanges or returns at our physical retail stores if you do not have a Return Order number provided by us. Only once your return is processed with a Return Order number, the physical store of your choice will be authorised to collect your items.


  1. Any returned item must be checked and verified by our staff for its condition. Any item which is deemed damaged by wear and tear will not be accepted for exchange.


  1. Items can only be exchanged once for every purchase.


  1. The exchange policy is applicable to online purchases made via and/or in Malaysia only.


  1. Exchange is limited only to the same material of item(s) (e.g.: 916 Gold items is only exchangeable for 916 gold item). If the exchanged item value exceeds the original item value, you are required to pay the amount difference. If the exchanged item value is less than the original item value, the difference there shall not be refunded.


  1. Kedai Emas Gemilang reserves the right to change these terms and conditions without prior notice.



We accept return and exchange below conditions: 

  1. If the product delivered is in damaged or defective condition.

(We will have the proof of the parcel photo before ship out. If we find out the item we shipped out is in good condition and damage caused by courier service or customer itself, we have the right to reject your return request).


  1. If the type or size of the product is wrongly sent.

(We will allow you to exchange any size or type of product if you’re dissatisfied with our product. However, we have the right to refuse your return if we did mention clearly the size measurement and product photo in our website or outlets).



We do not accept return and exchange for below conditions:

  1. We do not accept any change of mind as a reason for an exchange.


  1. We do not accept any item which is deemed damaged by wear and tear.



For any questions with regard to these Refund & Return Policy, please contact:

Name: KEDAI EMAS GEMILANG Customer Service

Email: [email protected]