We want you to be satisfied with your purchase. Please review the following policy before submitting a return, refund or exchange request.
1. Return Eligibility
Customers may request a return within 30 days from the date the order is received.
To qualify for a return:
- The item must be unused, unworn and undamaged.
- The item must remain in its original condition.
- All original tags, packaging, accessories and complimentary items must be included.
- Valid proof of purchase or order confirmation must be provided.
- The return request must be submitted within the applicable return period.
Items showing signs of wear, misuse, alteration, accidental damage or improper handling may not be accepted.
2. Non-Returnable Items
The following items are generally not eligible for return, refund or exchange:
- Custom-made, personalised or engraved jewellery
- Earrings or other hygiene-sensitive items that have been worn
- Items damaged through misuse or improper care
- Items altered, repaired or resized by another party
- Gift cards, vouchers and complimentary gifts
- Clearance or final-sale items identified as non-returnable
- Items returned without their original packaging or proof of purchase
This exclusion does not affect any rights that cannot legally be excluded under applicable Malaysian law.
3. Exchange Requests
Eligible items may be exchanged subject to stock availability.
If the requested replacement is unavailable, customers may select another item of equal value or request a refund where applicable. Any price difference must be paid before the replacement item is dispatched.
4. Damaged or Incorrect Items
Please inspect your order immediately after delivery.
If you receive an incorrect, defective or damaged item, contact us as soon as possible and provide:
- Your order number
- A description of the issue
- Clear photographs or video of the item
- Photographs of the parcel and packaging
- A copy of your order confirmation
We will review the evidence and provide an appropriate solution, which may include replacement, exchange or refund.
5. Return Procedure
Before returning an item:
- Email permata_warisan@outlook.com with your order number and reason for return.
- Wait for our return instructions and approval.
- Pack the item securely with its original packaging and accessories.
- Send the parcel using a trackable delivery service.
- Keep the tracking receipt until your request is completed.
Items returned without prior approval may not be accepted.
6. Return Delivery Costs
Customers are responsible for return delivery costs for change-of-mind returns or exchanges.
Where an item is confirmed to be defective, damaged during delivery or incorrectly supplied by us, reasonable return delivery arrangements may be provided or reimbursed.
Original shipping charges, if any, are generally non-refundable unless the return results from our error.
7. Refund Processing
Once the returned item is received, it will be inspected before a refund is approved.
Approved refunds will be issued to the original payment method. Processing times may vary depending on the bank, card issuer or payment provider.
We reserve the right to reject or reduce a refund where an item is returned used, damaged, incomplete or in a condition that does not meet this policy.
8. Order Cancellation
Cancellation requests must be submitted within 12 hours after an order is placed.
Cancellation is not guaranteed once an order has been processed, packed, customised or dispatched. If cancellation is no longer possible, the customer may submit a return request after receiving the order, subject to this policy.
9. Contact Us
For return, refund or exchange requests:
Email: permata_warisan@outlook.com
Phone: (+60) 10-315 4017