Standard return policy
We’re sure that you’ll love your Chiang Heng Jewellery’s item, but on the rare occasion that it isn’t 100% right (damaged during shipment or wrong item/type/shade/etc), you can just send it back and we’ll be more than happy to give you a full refund or an exchange.
Just make sure that the product is in its original packaging and accompanied by proof of purchase (receipt or dispatch invoice) and returns must be made within 7 days from the date of purchaser.
Please make sure it is packed properly and securely to avoid any damages. 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 7 days of the date of purchase. Furthermore, we reserve the right to deny a refund if you do not meet our return policy guidelines.
In order to protect customer, we suggest customers should follow the procedures below to return item after receiving the confirmation, please follow these easy steps:
Step 1 – Take a photo of the item to be returned for record.
Step 2 – Contact any respective outlet or ecommerce support team before returning the parcel.
Step 3 – Pack the item with their original packing box enclosed with sales invoice, price tag and other accessories (e.g. certificate, free gifts, coupons, redemption items).
Step 4 – Return the item to the following address within 7 days. Alternatively you can visit your local Post Office to arrange sending your order back to our Head Office*.
Chiang Heng Jewellery HQ:
Attention to: Sales Person
Item Mention: SAMPLE
Address: 6927, Jalan Ong Yi How, 13400 B’worth, Penang, Malaysia.
Contact: 04 3321588
Business hours: Daily 10 a.m. to 7.30 p.m.; Public Holidays closed
Step 5 – Please provide the return parcel tracking number for all items. Kindly inform Customer Service before returning the item otherwise the request will not be processed.
*Customer shall bear the freight charge (if any) on returning item and be responsible for the safe delivery of the item.
After parcel arrives
Customer will receive a call or email notice when item is arrived.
When the item is found intact following an examination, Account Department of the company will apply to the bank for refund.
Please allow 10 days working days for your return to be processed. If you requested a refund, bank will be return payment to the original card used to place your order.
*If your parcel lost / damage during delivery, kindly contact our web support team at +6011-56969874. Please DON’T direct contact related courier service and mention the item in your parcel is gold item. If courier service know there is any gold item in the parcel, they shall not refund the payment to either seller / buyer.
We will take 1 to 2 working days to investigate your case/issue.
When the item is found intact following an examination, the Account Department of the company will apply to the bank for a refund. Please allow 14 to 30 working days for your refund to be processed.
We accept refund for below conditions:
- 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 refund request).
- 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 & refund if we did mention clearly the size measurement and product photo in our website or outlets).
- Maximum claimable courier service charges:
A. West Malaysia – RM12
B. East Malaysia – RM14
*Customer needs to attached the courier service receipt as a proof
We do not accept refund for below conditions:
- We do not accept any change of mind as a reason for a refund.
- If we agree on changing size/type of product (the product you need is still in stock), we have the right to refuse any refund request.
- We do not refund any duplicate order that is made by the customer itself. We will send the duplicate product to you or allow you to exchange with other products.
- We do not accept any refund for pre-order items such as ring, bangle, customize products etc.
*Chiang Heng Jewellery reserved the rights to amend any Return & Refund Policy as above.