Refund & Return Policy

Thank you for shopping with Gold Makers. We take great care in preparing, inspecting, and securely packing every order.

Due to the nature and value of precious metals and jewellery, including fluctuations in gold prices, certain products are not eligible for return or refund simply because of a change of mind. However, if you receive an incorrect, damaged, defective, or materially misdescribed item, please contact us and we will assist you in accordance with this policy and applicable Malaysian consumer law.

1. Change of Mind

Unless otherwise stated on the relevant product page, purchases of gold, gold jewellery, gold bars, precious-metal products, customised items, and made-to-order items are final once the order has been confirmed and processed.

We do not generally accept returns, cancellations, exchanges, or refunds because of:

• change of mind;
• changes in the market price of gold, silver, or other precious metals;
• finding the same or a similar item at a different price after purchase;
• selecting the wrong design, size, colour, quantity, weight, or other product option where the item supplied matches the order placed;
• personal preference after receiving the item; or
• minor differences in appearance that are reasonably expected from product photography, lighting, screen settings, handmade workmanship, or natural characteristics of jewellery materials and stones.

This does not affect any rights you may have under applicable Malaysian law where goods are faulty, incorrectly supplied, materially different from their description, or otherwise fail to meet applicable consumer guarantees.

2. Gold Price Fluctuations

Gold and precious-metal prices may change from time to time according to market conditions.

The price applicable to your purchase is the price confirmed at the time your order is successfully placed and accepted by Gold Makers, subject to any obvious pricing, technical, or system error.

Once an order has been confirmed, a subsequent increase or decrease in the market price of gold does not entitle either party to request a price adjustment, refund, or additional payment solely because the market price has changed.

3. Products That Are Not Eligible for Return

Except where required by applicable law, we do not accept returns or exchanges for:

• gold bars, bullion, investment gold, or similar precious-metal products;
• customised, engraved, resized, altered, personalised, or made-to-order jewellery;
• earrings or other products that cannot reasonably be resold for hygiene reasons after use;
• items that have been worn, used, damaged, altered, repaired, polished, resized, engraved, or modified after delivery;
• items with removed, damaged, or altered tags, seals, certificates, security packaging, or identifying labels;
• items that are incomplete or returned without the original accompanying accessories, certificates, boxes, packaging, or promotional gifts, where applicable;
• items damaged because of misuse, accidental damage, improper care, exposure to chemicals, normal wear and tear, or failure to follow care instructions; and
• items returned without prior approval from Gold Makers.

Where a product is defective or otherwise subject to rights or remedies under Malaysian consumer law, those statutory rights will continue to apply.

4. Damaged, Defective, Incorrect or Misdescribed Items

Please inspect your order as soon as possible after receiving it.

If you believe that your item:

• arrived damaged;
• has a manufacturing defect;
• is not the item you ordered;
• has an incorrect specification, weight, purity, size, or quantity compared with your confirmed order; or
• is materially different from the product description,

please contact Gold Makers within 3 calendar days of receiving the parcel, where reasonably possible.

Your notification should include:

• your full name;
• order number;
• description of the issue;
• clear photographs of the item;
• photographs of the parcel and packaging;
• photographs of any security seal, label, certificate, or product tag; and
• an unboxing video, if available.

The above notification period helps us investigate delivery and fulfilment issues promptly. It does not limit any mandatory rights available to you under applicable Malaysian law.

5. Unboxing Video

For high-value orders, we strongly recommend recording a clear and continuous video showing the parcel before opening, the shipping label, the condition of the packaging, the opening of the parcel, and the item received.

An unboxing video can help us investigate claims involving missing, incorrect, substituted, or damaged items.

Gold Makers may request reasonable supporting evidence when reviewing a claim. The absence of an unboxing video will not automatically exclude any rights that cannot lawfully be excluded.

6. Return Approval

Please do not send an item back before contacting us.

All proposed returns must first be reviewed and approved by Gold Makers.

If your return is approved, we will provide instructions regarding:

• the return address;
• the approved courier or delivery method, where applicable;
• packaging and insurance requirements; and
• any supporting documents that must accompany the return.

Gold Makers reserves the right to reject unauthorised returns, subject always to applicable consumer law.

7. Condition of Returned Items

Where a return is approved, the item must be returned in substantially the same condition in which it was received, together with all original items supplied with it, including where applicable:

• jewellery box or product packaging;
• certificates;
• warranty cards;
• tags;
• seals;
• accessories;
• receipts or proof of purchase; and
• promotional or complimentary items supplied as part of the transaction.

Returned precious-metal items may be inspected, weighed, measured, and tested for authenticity, purity, alteration, damage, and condition before a refund, replacement, repair, or exchange is approved.

8. Inspection and Verification

Because our products may contain gold, silver, gemstones, or other valuable materials, all returned items are subject to inspection and verification.

Gold Makers may compare the returned item against our records, including its:

• weight;
• purity;
• dimensions;
• design;
• serial or identifying information, where applicable;
• condition; and
• supplied certificates or packaging.

If an item has been substituted, altered, damaged after delivery, or is not the item originally supplied by Gold Makers, we reserve the right to reject the return and take any other appropriate action permitted by law.

9. Refunds

If a refund is approved, we will notify you after the returned item has been received, inspected, and verified.

Approved refunds will generally be made using the original payment method where reasonably possible.

Please allow approximately 7–14 business days after approval for us to process the refund. Your bank, card issuer, payment gateway, or financial institution may require additional time before the refunded amount appears in your account.

Unless required by law, refunds will not be recalculated using the gold market price on the date of return. The relevant amount will ordinarily be based on the amount actually paid for the approved returned item.

10. Shipping Charges

Where a return is accepted because Gold Makers supplied an incorrect, defective, damaged, or materially misdescribed item, Gold Makers will bear or reimburse reasonable return shipping costs where appropriate.

For any discretionary return or exchange accepted by Gold Makers that is not caused by an error or defect attributable to us, shipping, insurance, handling, and related costs may be borne by the customer.

Original delivery charges are not refundable unless required by law or unless the return results from an error attributable to Gold Makers.

11. Lost or Damaged Return Shipments

Customers must follow the return instructions provided by Gold Makers.

Where the customer is responsible for arranging a return, we strongly recommend using a reputable courier with tracking, adequate insurance, and proof of delivery due to the high value of precious-metal products.

Gold Makers cannot accept responsibility for a returned parcel that is lost or damaged before it is received by us, except where the shipment has been arranged or assumed by Gold Makers or where applicable law provides otherwise.

12. Exchanges and Resizing

Any exchange, resizing, alteration, or modification service is subject to Gold Makers’ approval, product availability, technical feasibility, and any applicable charges.

Certain jewellery cannot be resized or altered without affecting its design, structural integrity, weight, stones, or workmanship.

If an exchange is approved and there is a difference in price, workmanship charge, gold value, weight, or other applicable cost, the customer may be required to pay the difference.

Any exchange accepted as a customer-service exception does not create a general right to exchange other purchases.

13. Order Cancellations

Please contact us as soon as possible if you wish to cancel an order.

We may be able to cancel an order only if processing has not yet begun.

Once an order for gold, precious metals, customised jewellery, engraved products, resized products, or made-to-order products has been confirmed or processing has commenced, cancellation may no longer be available because of market-price movements, production work, or product customisation.

Nothing in this section limits any cancellation or other rights that cannot legally be excluded.

14. Promotions, Discounts and Free Gifts

Where an approved return relates to an order purchased using a promotion, voucher, discount, bundle, or free gift, the refund will be calculated based on the actual amount paid and the applicable promotion terms.

If a free or promotional item was supplied as part of the transaction, it may also need to be returned in its original condition. Where permitted by law, the value of an unreturned promotional item may be deducted from the refundable amount.

15. Statutory Consumer Rights

Nothing in this Refund & Return Policy is intended to exclude, restrict, or modify any consumer right, guarantee, remedy, or protection that cannot lawfully be excluded under the Consumer Protection Act 1999 [Act 599] or any other applicable Malaysian law.

Where any provision of this policy conflicts with a mandatory legal right, the applicable law will prevail.

16. Contact Us

For refund, return, exchange, or order-related enquiries, please contact:

Gold Makers
Registration No.: 003601728-H
Phone: +6010-213 6862
Email: support@goldmakers.com

Please include your order number and relevant supporting information when contacting us.

Gold Makers may update this Refund & Return Policy from time to time. The version published on our website at the relevant time will apply, subject to applicable law.