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7 DAY RETURN & EXCHANGE

Returns

You will be able to make a return and exchange request if the conditions are met. Please note that all return/ exchange requests must be made within 7 calendar days from the date of receipt.

• the product(s) delivered to Buyer is defective and/or damaged on delivery;
• the product(s) delivered to Buyer does not fit;
• the product(s)  delivered to Buyer is materially different from the description;
• the product(s) delivered to Buyer does not match the agreed specification (e.g. wrong size, colour, etc.) stipulated in the order;
• Buyer has a change of mind with regard to the product(s)

Product(s) returned must be in its new and original condition, original product packaging and accompanied by the original receipt.

 

Refunds

You may apply for the refund if the delivery status of parcel has been marked as “Lost by 3PL” or “Damaged”.
If the product(s) has been discounted either by promotion or coupon codes, the amount refunded will be based on the net amount that you have paid. Delivery charges that were paid during the initial order are not eligible for any refund. All refund will be made in term of store credit.
We reserve the right to reject the return or refund if it does not meet the conditions.

 

Return & Exchanges at Retail Outlet

You may return and exchange your product(s) at a Poh Kong retail outlet or online store depending on product availability. No refund is allowed.  If the product for which you wish to exchange is of a lower price, the difference will not be refunded. View the locations here.

 

LIMITED PRODUCT WARRANTY

This Warranty is subject to, and shall be applicable only if, the following conditions are met:

1. Warranty is valid for 12 months from the date of purchase.

2. Warranty covers only manufacturing defects and does not cover damage caused by improper handling, normal wear and tear, accidents, inappropriate use, negligence, and/or alteration by other jeweller.

3. Warranty applies ONLY to the following brands/ categories: Tranz, Anggun, Happy Love, The Art of Auspicious, Disney, 9K & 18K Gold Jewellery, Diamonds& Gem Jewellery.

4. Official receipt and warranty card (printed or digital) must be presented.

5. Any fallen stone must be returned along with the piece of jewellery for resetting.

6. All warranted defects will be repaired (if feasible) or replaced with the same product or a substitution of equal value.

To make a warranty claim, kindly visit any Poh Kong retail outlet. View the locations here.

 

Delivery & Shipping Policy

We are shipping within Malaysia only.

 

Shipping Address

Please provide accurate and complete shipping information at the time of your purchase. We will ship your order to the address specified in the billing or shipping details provided during checkout.

Ensure that you include a valid and reachable phone number to facilitate smooth delivery.

We shall not be liable for any losses or damages resulting from an incorrect shipping address or unreachable phone number provided by the customer.

 

Delivery Timeline & Status

We will take approximately 2 to 3 working days to process your order once it has been successfully placed.

 

Estimate Delivery Timeline

• Klang Valley up to 3 working days
• West Malaysia outside Klang Valley up to 5 working days
• East Malaysia up to 8 working days

 

Customers will receive delivery status updates, including the tracking number, via email. You can also check the delivery status in your order details.

Shipping charges and delivery timeframes may be subject to revision. During peak seasons/campaigns/promotional events, order processing and delivery times may experience delays. Customers are encouraged to whatapps our Customer Service at  https://wa.link/2vwupr for updates and further clarification.

If we are unable to process your order within the timeframe, we will contact you via the provided contact information to notify you of the delay.

 

Delivery and Responsibility Policy

Our trusted courier partners ensure your orders are delivered safely and on time.

In the event of a loss during transit, we will work with the respective courier partner to investigate the issue thoroughly. Reimbursement to the customer will be processed only after the investigation is completed.

Customers are advised to receive their orders in person upon delivery. If the customer is unavailable, they must make necessary arrangements to ensure the order is received. Poh Kong and courier partners are not responsible for unattended deliveries with proof of delivery that are lost.

If delivery fails or is delayed due to customer-related issues, such as an incorrect delivery address, the package will be returned to Poh Kong. For re-delivery requests, additional delivery charges will apply.