Return & Refund Policy

Operator: Masdora Jewellery (Malaysia) Sdn. Bhd. (Registration No. 202101040778 (1441078-U)) ("Masdora", "we", "us" or "our")

Website: www.masdora.com (the "Website")

Last updated: 09 June 2026

1. Status of this Policy

1.1 This Refund, Return and Exchange Policy (this "Policy", and the "Return Policy" referred to in the Terms) forms part of the Website Policies and is incorporated into our Terms and Conditions (the "Terms") under Clause 1.1 of the Terms. It expands on, and must be read together with, Clause 9 (Delivery, Risk and Title) and Clause 10 (Returns, Refunds and Cancellation) of the Terms.

1.2 Capitalised terms used but not defined in this Policy have the meaning given to them in Clause 2 of the Terms (including "Bullion Products", "Confirmed Price", "Fulfilment Error", "Goods", "Order", "Order Confirmation" and "Working Day"). In the event of any conflict between this Policy and the Terms, the Terms prevail.

1.3 In this Policy:

"Care Schedule" means the standard care requirements set out in Exhibit A to this Policy;
"Fair Wear and Tear" means deterioration that occurs from ordinary and reasonable use of an item over time, and any natural change in the appearance of precious metals or gemstones described in Clause 7;
"Faulty Item" means a Good that, at the time of delivery to you, contained a Manufacturing Defect, and which has not been subjected to any of the matters excluded under Clause 7;
"Manufacturing Defect" means a defect in the material or workmanship of a Good that renders it not of acceptable quality under applicable Malaysian consumer law, and excludes any damage, deterioration or change in appearance arising after delivery;
"Proof of Purchase" means the original tax invoice or the Order Confirmation issued by Masdora for the relevant Order.

The terms "Faulty Item", "Manufacturing Defect" and "Fair Wear and Tear" defined in this Clause 1.3 have the same meaning where those terms are used in the Terms.

2. Your Statutory Rights

2.1 Nothing in this Policy limits or excludes any right or remedy you may have that cannot be limited or excluded under applicable Malaysian law, including any non-excludable statutory guarantee in respect of the supply of goods (including any guarantee as to acceptable quality) and the related statutory remedies. The remedies in this Policy are in addition to, and do not derogate from, those statutory rights.

2.2 You may also refer an unresolved consumer dispute that falls within its jurisdiction to the Tribunal for Consumer Claims, subject to the Tribunal's jurisdictional limits.

3. Non-Returnable Bullion Products

3.1 Consistent with Clause 10.1 of the Terms, Bullion Products (gold bars and gold dinars) are non-returnable, non-exchangeable and non-refundable once an Order Confirmation has been issued, except where the Bullion Product is a Faulty Item, is affected by a Fulfilment Error, or where a refund is required by applicable law.

3.2 This exclusion applies because Bullion Products are priced against the prevailing spot price of gold locked at the time your payment is received in full and cleared funds (being the Confirmed Price), and we bear market risk on any resale. Malaysian law does not confer any general cooling-off, withdrawal or cancellation right on consumers for goods purchased online, and this exclusion takes effect as a term of your contract with us. You acknowledge and accept this exclusion at checkout when placing an Order for Bullion Products.

3.3 If you believe a Bullion Product is a Faulty Item, is affected by a Fulfilment Error, or raises a genuine authenticity dispute (as to purity or specification), Clause 6 (Faulty Items) and Clause 8 (How to Make a Claim) apply, including the notification timeframes set out in Clause 6.1.

3.4 Notwithstanding Clause 3.1, if you wish to cancel an Order for Bullion Products after payment has been received in cleared funds but before the Goods are dispatched to the courier, you may notify us in writing within two (2) hours of the time at which payment was confirmed received (Clause 10.1 of the Terms). We may, at our sole discretion, accept such a cancellation; if we do, we will refund the Confirmed Price to the original payment method within fourteen (14) Working Days. We are not obliged to accept any pre-dispatch cancellation request.

4. Returns (No Change of Mind)

4.1 For Goods other than Bullion Products, and consistent with Clause 10.2 of the Terms, Goods are not returnable, exchangeable or refundable on the ground of change of mind. A Good may be returned or exchanged only where it is a Faulty Item (Clause 6), is affected by a Fulfilment Error, or where a return or refund is required by applicable Malaysian law, and in each case provided that all of the following conditions are met:

(a) the item is unused, unworn, undamaged and in its original saleable condition, save to the extent of the defect relied on;
(b) all original tags, seals, certificates, presentation boxes, pouches and accessories are intact and returned with the item;
(c) you produce valid Proof of Purchase; and
(d) the item is not an item listed as non-returnable under Clause 5.

4.2 We reserve the right to refuse a return or exchange where the conditions in Clause 4.1 are not met, including where the returned item shows signs of wear or use beyond the defect relied on, has been sized or damaged after delivery, or is missing its certificate, box or accessories.

5. Items That Cannot Be Returned

5.1 The following are strictly not returnable or exchangeable, except where the item is a Faulty Item (Clause 6) or where a return or refund is required by applicable Malaysian law:

(a) Bullion Products (see Clause 3);
(b) customised, personalised, engraved, resized or made-to-order items;
(c) earrings and other items that, for hygiene reasons, cannot be resold once the seal is broken;
(d) items sold as part of a clearance, final-sale or non-returnable promotion that is identified as such at the point of sale;
(e) gift cards and vouchers; and
(f) any item returned without valid Proof of Purchase or after the applicable notification period in Clause 6.1.

6. Faulty Items

6.1 If you receive a Good that you believe is a Faulty Item, you must notify us in accordance with Clause 8 within the following timeframes, which mirror Clause 9.5 of the Terms:

(a) for damage, shortage or non-conformity visible on delivery within forty-eight (48) hours of delivery (Clause 9.5 of the Terms);
(b) for a latent Manufacturing Defect not reasonably discoverable on delivery within three (3) days of the date on which the defect became or ought reasonably to have become apparent (Clause 9.5(a) of the Terms), without prejudice to any longer period available to you under applicable law; and
(c) for an authenticity dispute in respect of a Bullion Product (including where a post-delivery assay test raises a genuine question as to purity or specification) within seven (7) days of the date on which you first became aware of the dispute (Clause 9.5(b) of the Terms).

6.2 All claims that a Good is a Faulty Item, and all Bullion Product authenticity disputes, are subject to fair inspection and assessment by us. We may, where reasonably necessary to determine the cause of the alleged fault or the authenticity or specification of a Bullion Product, refer the item to our manufacturer, supplier, or an independent assayer, gemmologist or valuer. We will use reasonable endeavours to complete the assessment within fourteen (14) Working Days of receiving the item. Nothing in this assessment process limits or excludes any non-excludable statutory right you may have under applicable law.

6.3 You must provide reasonable evidence to support the claim, including valid Proof of Purchase and, where requested, clear photographs and a description of the alleged defect or discrepancy. We may reject a claim where our assessment (or that of our manufacturer, supplier or an independent assessor) reasonably establishes that the item conforms to its specification, that the alleged fault did not exist at the time of delivery, or that the condition complained of was caused by or materially contributed to by a matter excluded under Clause 7.

6.4 Where an item is confirmed to be a Faulty Item, or a Bullion Product is confirmed not to conform to its stated purity or specification:

(a) if the failure can be remedied and is not of a substantial character, we will, at our option, repair the item or replace it with an item of the same or equivalent specification within a reasonable time, at no cost to you; or
(b) if the failure is of a substantial character or the item cannot be repaired or replaced within a reasonable time, you may elect either a replacement (subject to availability) or a refund of the price paid for that item.

This Clause 6.4 reflects, and operates without prejudice to, your statutory remedies under applicable Malaysian consumer law (see Clause 2).

6.5 Where a Faulty Item or a non-conforming Bullion Product is confirmed, we will also bear the reasonable cost of return shipping for that item.

6.6 Loss of, or damage to, Goods occurring in transit prior to delivery is dealt with under Clause 9.3 of the Terms (insured delivery), and not under this Clause 6.

7. What Is Not a Faulty Item

7.1 The following are not Manufacturing Defects and do not, by themselves, entitle you to a refund, replacement or repair under Clause 6. A claim may be rejected to the extent that the issue is caused by, or materially contributed to by, any of the following:

(a) Fair Wear and Tear and damage arising from ordinary use over time, including surface scratches, dents, abrasion, loosening of clasps or settings through use, and stretching of chains;
(b) Natural change in appearance of precious metals, including:
- (i) tarnishing, oxidation or darkening of sterling silver, which is a natural chemical reaction and is removable by cleaning;
- (ii) gradual fading, darkening or colour change of lower-karat gold (including 9K, 14K, 18K and 22K), rose gold and gold alloys, including discolouration caused by contact with perspiration, cosmetics, perfume or chemicals; and
- (iii) wearing off, over time, of rhodium plating on white gold, which is a normal maintenance matter remediable by re-plating and is not a defect;
(iv) damage, discolouration or deterioration caused by failure to follow the Care Schedule in Exhibit A, including exposure to chlorine, seawater, bleach, household chemicals, cosmetics, perfume, hairspray, lotions or excessive moisture or heat;
(v) damage caused by accident, impact, misuse, neglect, mishandling, or use of the item for a purpose for which it is not intended (for example, wearing jewellery while swimming, bathing, exercising, sleeping, gardening or performing manual work);
(vi) damage, alteration, repair, resizing, cleaning or plating carried out by any person other than Masdora or a jeweller authorised by Masdora;
(vii) loss of, or damage to, gemstones, pearls or other settings caused by knocks, pressure, chemical exposure or improper storage; and
(viii) minor variations in colour, finish, weight, dimension, inclusions or natural characteristics of precious metals and gemstones, which are inherent in handmade and natural materials and are not defects.

7.2 For the avoidance of doubt, the natural characteristics and care requirements described in this Clause 7 and in Exhibit A are disclosed to you before purchase. By placing an Order you accept that the matters in this Clause 7 are not grounds for a refund, replacement or repair. Nothing in this Clause 7 affects your non-excludable statutory rights under Clause 2.

8. How to Make a Claim

8.1 To request an exchange or to report a Faulty Item or Bullion Product authenticity dispute, contact our customer service at sales@emasyou.com or +604-313 5137 before sending any item back, quoting your order number and providing Proof of Purchase and, for a Faulty Item or authenticity dispute, photographs and a description of the alleged defect or discrepancy.

8.2 We will issue return instructions, including the return address and any return authorization reference. Items returned without prior authorization will not be accepted and may be returned to you at your cost.

8.3 You are responsible for packaging returned items securely and, given the value of the Goods, for using an insured and trackable delivery method. Risk in a returned item remains with you until it is received by us. Except where the item is confirmed to be a Faulty Item or a non-conforming Bullion Product (Clause 6.5) or the return is due to our error, return shipping costs are borne by you.

9. Refund Methods and Timing

9.1 Approved refunds, where applicable under this Policy, the Terms or applicable law, are made to the original payment method used for the Order. We are unable to refund to a different person or payment method.

9.2 Refunds are processed within fourteen (14) Working Days of (a) our receipt and inspection of the returned item and confirmation that the refund is approved under this Policy, the Terms or applicable law, or (b) for a Faulty Item or authenticity dispute, completion of the assessment under Clause 6.2.

9.3 Delivery charges and any payment-processing fees are non-refundable, except where the return is due to our error, a Fulfilment Error, or the item is confirmed to be a Faulty Item or a non-conforming Bullion Product, or where a refund is required by applicable law.

9.4 Where an Order was placed with a discount, bundle or promotion subject to a minimum spend, and a partial return brings the remaining Order value below that minimum, the value of the discount will be adjusted and deducted from the refund accordingly.

10. Exchanges

10.1 There is no general right to exchange Goods on the ground of change of mind. Where you are entitled to a remedy of replacement or exchange under this Policy (for example, replacement of a Faulty Item under Clause 6.4, or correction of a Fulfilment Error), we will provide an item of the same or equivalent specification, subject to stock availability. If no suitable item is available, we may at our discretion offer store credit or such other arrangement as we consider appropriate, in each case without affecting your statutory rights in respect of a Faulty Item, Fulfilment Error or any refund required by applicable law.

11. Anti-Abuse and Verification

11.1 We operate this Policy in good faith and expect the same of our customers. We reserve the right, acting reasonably, to:

(a) require valid Proof of Purchase and verification of identity before processing any return, exchange or refund;
(b) decline a claim that is not substantiated in accordance with Clause 6.3, or that on assessment falls within an exclusion under Clause 7;
(c) decline or limit returns where we identify a pattern of excessive, repeated or abusive returns, or conduct we reasonably consider to be fraudulent or in bad faith; and
(d) take action under Clause 7.5 of the Terms (cancellation), Clause 8.4 of the Terms (chargebacks), Clause 14 of the Terms (anti-money laundering and customer due diligence) and Clause 22 of the Terms (termination) where appropriate.

12. Contact

For all returns, exchanges and Faulty Item claims:

Masdora Jewellery (Malaysia) Sdn. Bhd.
HQ Address: 133, Tingkat 1, Jalan Merbau, Pusat Perniagaan Oren, 13000 Butterworth, Penang
Email: sales@emasyou.com
Telephone: +604 - 313 5137

EXHIBIT A - STANDARD JEWELLERY CARE SCHEDULE

This Care Schedule forms part of the Refund, Return and Exchange Policy and (through Clause 10.6 of the Terms) of the Terms. It applies to all Goods unless the product page, accompanying certificate or product documentation states otherwise. Failure to observe this Care Schedule may cause damage or change in appearance that is not a Manufacturing Defect and is not covered under Clause 6 (Faulty Items).

Part 1 General Care (All Jewellery)

1. Last on, first off
Put your jewellery on after applying cosmetics, perfume, hairspray, lotion and sunscreen, and remove it before removing make-up. These products contain chemicals that dull, stain and corrode metals and stones.

2. Removal
Remove before swimming or using a hot tub (chlorine and salt water corrode and discolour metal and loosen settings); bathing or showering; sleeping; exercising or playing sport; gardening, cleaning or any manual work; and handling household chemicals or bleach.

3. Store correctly
Keep each item separately in its original pouch or a soft, lined compartment to prevent scratching and tangling. Store in a cool, dry place away from direct sunlight, heat and humidity. Harder stones (e.g., diamonds) will scratch softer metals and stones if stored together.

4. Handle gently
Hold jewellery by its band or edges rather than by gemstones or delicate components. Avoid pulling on chains.

5. Inspect periodically
Have clasps, prongs and settings checked by Masdora or an authorised jeweller from time to time, particularly for items worn regularly, to prevent loss of stones.

6. Professional servicing only
Repairs, resizing, stone re-setting, cleaning of delicate pieces and re-plating should be carried out only by Masdora or a jeweller authorised by Masdora. Work done elsewhere may void Faulty Item claims under Clause 7.1(e).

Part 2 Gold

7. Pure gold (999.9 / 24K), including gold bars and dinars
Pure gold does not tarnish or corrode, but it is soft and scratches, bends and dents easily. Handle minimally, hold by the edges, avoid touching the surface of bars and dinars (fingerprints can mark them), and keep them sealed in their original packaging and certificate holder. Do not polish or clean bullion - this can reduce its value.

8. Alloyed gold (9K, 14K, 18K, 22K)
Lower-karat gold contains other metals and may, over time and with exposure to perspiration, cosmetics or chemicals, fade or change colour. This is normal. Wipe with a soft, lint-free cloth after wear. Clean occasionally in lukewarm water with a little mild soap, rinse and pat dry. Avoid abrasive cleaners.

9. White gold
White gold is typically finished with rhodium plating, which gradually wears with normal use and may reveal a warmer tone underneath. This is normal wear, not a defect. Periodic professional re-plating restores the finish.

10. Rose gold
The copper content may develop a deeper patina over time. This is a natural characteristic, not a defect.

Part 3 Silver (925 sterling)

11. Tarnish is normal
Sterling silver naturally tarnishes (darkens) through reaction with air, moisture and sulphur. This is not a defect and is removable.

12. Slow tarnish
Store in an anti-tarnish bag or airtight container with the air pressed out; keep dry; avoid contact with rubber, wool and certain papers.

13. Clean
Wipe with a dedicated silver-polishing cloth. For heavier tarnish, use a proper silver cleaner per its instructions. Do not use silver dips on items set with pearls or porous/soft stones.

Part 4 — Gemstones and Pearls

14. Know your stone
Hard stones (diamond, sapphire, ruby) tolerate routine care. Softer or porous stones (emerald, opal, turquoise, pearl) require gentler handling and are more easily scratched, cracked, dehydrated or stained.

15. Pearls and porous stones
Wipe with a soft damp cloth after wear. Never soak. Keep away from perfume, cosmetics, hairspray, acids and ultrasonic cleaners. Pearls should be the last thing put on and the first taken off.

16. No ultrasonic or steam cleaning
No ultrasonic or steam cleaning of emeralds, opals, pearls, coral, turquoise or any treated/fracture-filled stone, or of items with glued components, unless advised by Masdora.

Part 5 — Cleaning Do’s and Don’ts (quick reference)

Item	Recommended	Avoid
Pure gold bar / dinar	Keep sealed; do not clean	Touching surface; polishing; abrasives
Alloyed / plated gold	Soft cloth; mild soapy water; pat dry	Chlorine, bleach, abrasive cleaners
White gold	Soft cloth; professional re-plating	Assuming plating wear is a defect
Sterling silver	Silver-polishing cloth; anti-tarnish storage	Silver dip on pearls/soft stones
Diamonds / hard stones	Mild soapy water, soft brush	Knocking against hard surfaces
Pearls / soft / porous stones	Soft damp cloth	Soaking, chemicals, ultrasonic, perfume