Size Exchange 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: 30 September 2026 (V4)

1. Status of this Policy

1.1 This Size Exchange Policy (this “Policy”) sets out the limited circumstances in which we will exchange an item of jewellery purchased from us for the same item in a different size. It is one of the Website Policies, is incorporated into our Terms and Conditions (the “Terms”) under Clause 1.1 of the Terms and gives effect to Clause 10.8 of the Terms.

1.2 This Policy operates as an express and limited exception to Clause 10.2 of the Terms and to Clause 4.1 of our Refund, Return and Exchange Policy (the “Return Policy”), each of which otherwise excludes any return or exchange on the ground of change of mind. Save to the extent expressly permitted by this Policy, that exclusion continues to apply in full.

1.3 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”, “Faulty Item”, “Goods”, “Manufacturing Defect”, “Order”, “Order Confirmation” and “Working Day”) or, where applicable, in Clause 1.3 of the Return Policy (including “Proof of Purchase”).

1.4 The order of precedence in Clause 1.7 of the Terms applies. In respect of a Size Exchange, this Policy prevails over Clause 10 of the Terms and over the Return Policy to the extent of any conflict; in all other respects the Terms and the Return Policy prevail over this Policy.

1.5 In this Policy:

“Eligible Item” means a Good that satisfies Clause 4 and is not excluded under Clause 5;

“Exchange Adjustment” has the meaning given in Clause 10.2;

“Exchange Item” means the replacement Good, being the same product as the Eligible Item in a different Size;

“Exchange Request” means a request for a Size Exchange made in accordance with Clause 8;

“Exchange Window” means the period determined in accordance with Clause 7;

“Size” means, in relation to a Good offered on the Website in more than one size or dimension option, the ring size, bangle or bracelet size, chain or necklace length, or other size or dimension option selected by you at the time of the Order; and

“Size Exchange” means an exchange of an Eligible Item for an Exchange Item under this Policy on the ground that you selected the wrong Size.

2. What this Policy Covers, and What it Does Not

2.1 This Policy applies only where the Size selected by you at the time of your Order does not fit or is otherwise not the Size you intended, and the Eligible Item is in all other respects as ordered and free of defect. It is a discretionary accommodation offered by us in respect of your own selection error.

2.2 This Policy does not apply to, and confers no rights in respect of:

• a Faulty Item or a Manufacturing Defect (including a loose, missing or dislodged gemstone, or damage present on delivery);
• a Fulfilment Error (including delivery of the wrong item, wrong quantity, wrong pattern or wrong specification relative to the Order Confirmation);
• loss of, or damage to, Goods occurring in transit prior to delivery; or
• any refund, whether of the Confirmed Price or otherwise.

2.3 Each of the matters in Clause 2.2 is governed exclusively by Clause 9 (Delivery, Risk and Title) and Clause 10 (Returns, Refunds and Cancellation) of the Terms and by the Return Policy. The notification periods that apply to those matters are the periods in Clause 9.5 of the Terms and Clause 6.1 of the Return Policy — being forty-eight (48) hours for damage, shortage or non-conformity visible on delivery, three (3) days for a latent Manufacturing Defect, and seven (7) days for a Bullion Product authenticity dispute — and not the Exchange Window in this Policy. If you believe your item is faulty, damaged or is not the item you ordered, you must proceed under the Return Policy and not under this Policy, and you must do so within those periods.

2.4 A buy-back or trade-in of customer-owned bullion or jewellery is a separate transaction governed by our Buy-Back and Trade-In Policy and is not a Size Exchange.

3. Your Statutory Rights

3.1 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 Size Exchange offered under this Policy is in addition to, and does not derogate from or substitute for, those statutory rights.

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

4. Eligible Items

4.1 An item is an Eligible Item only if ALL of the following are satisfied:

• it is an item of jewellery (and not a Bullion Product) that is offered on the Website in more than one Size;
• it was purchased from us and is supported by valid Proof of Purchase;
• it is not an item excluded under Clause 5;
• an Exchange Request in respect of it is made within the Exchange Window in accordance with Clauses 7 and 8; and
• it satisfies the condition requirements in Clause 6.

5. Items Not Eligible for a Size Exchange

5.1 The following are not eligible for a Size Exchange:

• Bullion Products (gold bars and gold dinars), which are non-returnable, non-exchangeable and non-refundable under Clause 10.1 of the Terms and Clause 3 of the Return Policy;
• customised, personalised, engraved, resized or made-to-order items, including any item resized, altered or engraved at your request (whether by us or by any other person), and any item produced to a Size specified by you rather than supplied from our existing stock;
• earrings and any other item that, for hygiene reasons, cannot be resold once worn or once its seal is broken;
• items sold as part of a clearance, final-sale, promotional or non-exchangeable offer that is identified as such at the point of sale;
• gift cards and vouchers;
• any item in respect of which a Size Exchange has already been completed, save where we exercise our discretion under Clause 9.1;
• any item that is not offered on the Website in more than one Size; and
• any item for which the Exchange Window has expired.

6. Condition Requirements

6.1 A Size Exchange will be approved only if, on our inspection under Clause 11, the Eligible Item is:

• unworn and unused, save for a reasonable trying-on for fit;
• free of any scratch, dent, abrasion, deformation, discolouration, resizing, alteration, repair, engraving, polishing, plating or other change arising after delivery, save for superficial marks consistent with a reasonable trying-on for fit;
• accompanied by all original tags, seals, certificates, presentation boxes, pouches, packaging and accessories, each intact and undamaged; and
• accompanied by valid Proof of Purchase.

6.2 We may decline an Exchange Request, or withdraw an approval given in principle under Clause 8.5, where any requirement in Clause 6.1 is not met. Where we do so after the Eligible Item has been sent to us, Clauses 11.5 and 12.3 apply.

6.3 To assist us in assessing condition, you should make and retain a continuous, unedited video recording of the unboxing of your Order, together with photographs of the item. We may request that recording and those photographs in support of an Exchange Request and may take their absence into account in assessing the condition of the item. For the avoidance of doubt, this Clause 6.3 does not apply to, and the making of any such recording is not a precondition of, any claim in respect of a Faulty Item, a Manufacturing Defect or a Fulfilment Error under the Return Policy.

7. Time Limit

7.1 An Exchange Request must be received by us within seven (7) days beginning on (and including) the date of delivery of the Eligible Item, as recorded by our courier or carrier, or (for a Click & Collect Order under Clause 9.7 of the Terms) the date of collection.

7.2 Where the Eligible Item was not in fact received by you on the date recorded by the courier or carrier (for example, because it was left, dropped, or handed to a third party at or near the delivery address), the Exchange Window runs instead from the date on which you did receive it, provided that you notify us of that date and provide reasonable evidence of it.

7.3 Where the last day of the Exchange Window is not a Working Day, the Exchange Window ends at the close of the next Working Day.

7.4 Subject to Clause 7.2, the Exchange Window is not extended by any delay in your opening, inspecting or trying on the item, or by any delay in your response to a request made by us under Clause 8.2 or Clause 10.

7.5 An Exchange Request made after the expiry of the Exchange Window will not be accepted. Nothing in this Clause 7 extends, or is to be read as extending, the separate and shorter notification periods that apply under Clause 9.5 of the Terms and Clause 6.1 of the Return Policy to a Faulty Item, a Manufacturing Defect, a Fulfilment Error or an authenticity dispute (see Clause 2.3).

8. How to Request a Size Exchange

8.1 To make an Exchange Request, contact our customer service at sales@emasyou.com or +604 - 313 5137 before sending any item back, quoting your order number, stating the Size held and the Size requested, and providing Proof of Purchase and clear photographs of the item and its packaging.

8.2 We may request further information or evidence, including the unboxing recording referred to in Clause 6.3, before deciding whether to approve the Exchange Request.

8.3 If we approve the Exchange Request, we will confirm in writing: (a) the availability of the Exchange Item under Clause 9; (b) the Exchange Adjustment (if any) payable by you under Clause 10 and the basis on which it has been computed; (c) the return address and any exchange authorisation reference; and (d) the period within which you must send the Eligible Item to us, which will not be less than seven (7) days from the date of our written approval and will not extend beyond the lapse date in Clause 8.6.

8.4 Items sent to us without prior written approval will not be accepted and may be returned to you at your cost and risk.

8.5 Approval of an Exchange Request is given in principle only and is conditional on (a) our inspection of the Eligible Item under Clause 11, and (b) receipt of any Exchange Adjustment payable under Clause 10.

8.6 An approval given under Clause 8.3 lapses automatically, and the Exchange Request is treated as withdrawn, if within fourteen (14) days of the date of our written approval we have not received both (a) the Eligible Item, and (b) any Exchange Adjustment payable under Clause 10.4 in full and in cleared funds. Where an approval lapses, the Order stands, the Eligible Item remains yours, no refund is payable, and Clause 5.1(h) applies to any subsequent request in respect of that item. We may, at our sole discretion, reinstate a lapsed approval or issue a fresh approval, in which case the Exchange Adjustment will be recomputed under Clause 10 as at the date of that fresh approval.

9. Availability, Frequency and Alternatives

9.1 You may make one (1) Size Exchange in respect of each item purchased. We may, at our sole discretion, permit a further Size Exchange in respect of the same item, but we are not obliged to do so and may impose conditions on any further exchange, including as to cost.

9.2 A Size Exchange is at all times subject to the availability of the Exchange Item in the requested Size at the date on which we approve the Exchange Request. We do not undertake to hold, reserve, manufacture or procure any item.

9.3 Where the Exchange Item is not available in the requested Size, we may, at our sole discretion and with your agreement, offer one or more of the following, and we are not obliged to offer any of them:

• exchange for a different product of the same or a higher value, with any Exchange Adjustment dealt with under Clause 10;
• an exchange deferred until the Exchange Item next becomes available, subject to any period we specify;
• resizing of the Eligible Item, where we offer that service for the item in question, at the charge notified to you (and you acknowledge that an item so resized is thereafter excluded from any further Size Exchange under Clause 5.1(b)); or
• store credit to the value of the Confirmed Price paid for the Eligible Item, on the terms in Clause 13.

9.4 If none of the alternatives in Clause 9.3 is offered or accepted, the Order stands and the Eligible Item remains yours. No refund is thereafter payable.

10. Price Adjustment

10.1 A Size Exchange is priced by reference to the difference between the amount you paid for the Eligible Item and the price of the Exchange Item as at the date on which we approve the Exchange Request, each determined in accordance with Clauses 10.2 and 10.8. Because the Exchange Item is priced as at that date while the Eligible Item is credited at the amount you actually paid, any movement in the market price of gold or any other precious metal between the date of your Order Confirmation and that date is reflected in the Exchange Adjustment, and may increase or reduce the amount payable by you or creditable to you.

10.2 The amount payable or creditable on a Size Exchange (the “Exchange Adjustment”) is the amount by which the price of the Exchange Item, determined under Clause 10.8, exceeds the Confirmed Price actually paid by you for the Eligible Item (excluding delivery and other charges, which are dealt with in Clause 10.7), in which case it is payable by you, or falls short of that amount, in which case it is creditable to you. That difference ordinarily reflects:

• the difference (if any) between the precious-metal content of the Exchange Item and the precious-metal content of the Eligible Item, valued at the rate applied by us to that product on the date on which we approve the Exchange Request; and
• the difference (if any) between the workmanship, setting, stone or other non-metal charge applicable to the Exchange Item and that applicable to the Eligible Item, each as applied by us to that product on the date on which we approve the Exchange Request, together with any change in the price at which we offer the relevant product between the date of your Order Confirmation and that date.

10.3 We will state the Exchange Adjustment, and the basis on which it has been computed, in our written approval under Clause 8.3.

10.4 Where the Exchange Adjustment is a positive amount, you must pay it in full and in cleared funds before the Exchange Item is dispatched. We are not obliged to proceed with the Size Exchange until that amount is received, and Clause 8.6 applies if it is not received within the period stated in that Clause.

10.5 Where the Exchange Adjustment is a negative amount (the price of the Exchange Item, determined under Clause 10.8, being less than the Confirmed Price actually paid by you for the Eligible Item), we will issue store credit to the value of that amount on the terms in Clause 13. You are not entitled to payment of a negative Exchange Adjustment in cash or to your original payment method. We may, however, at our sole and absolute discretion, elect to pay all or part of a negative Exchange Adjustment to you in cash or to your original payment method, whether at the time of issue of the store credit or at any time thereafter, in which case the store credit is reduced or cancelled to the corresponding extent. Any such election is made case by case, does not create any entitlement or expectation, and does not oblige us to make the same election in respect of any other Exchange Request or customer.

10.6 You acknowledge that an item in a larger Size ordinarily contains more precious metal than the same item in a smaller Size, and that any Exchange Adjustment arises from that difference in metal content and in the applicable non-metal charge, and from any change in our prices between the date of your Order Confirmation and the date on which we approve the Exchange Request. It is not a restocking charge, penalty or fee imposed by us.

10.7 Delivery charges, payment-processing fees and any other charges already paid on the original Order are not refundable and are not credited against the Exchange Adjustment.

10.8 For the avoidance of doubt, the Exchange Item is priced for the purposes of Clause 10.2 by reference to the price at which we offer that product on the Website on the date on which we approve the Exchange Request, being the price then generally available to all customers for that product (including any general promotional price then applying to it), and the Eligible Item is credited at the Confirmed Price actually paid by you for it, whether or not any discount was applied to that purchase. No voucher, promotional code, loyalty benefit, staff or trade price, bundle price, price match or other benefit that is personal to you or that was applied to the original Order applies to the Exchange Item or operates to reduce the Exchange Adjustment, and no such benefit is re-applied, reinstated or substituted by reason of the Size Exchange. Any discount or other benefit applied to the original Order is not carried over, re-applied, refunded or credited. To the extent of any inconsistency between this Clause 10.8 and Clause 10.1 or Clause 10.2, this Clause 10.8 prevails.

11. Sending the Item to Us, Unboxing and Inspection

11.1 You are responsible for packaging the Eligible Item securely and, given the value of the Goods, for using an insured and trackable delivery method. Risk in the Eligible Item remains with you until we have unboxed it at our premises and confirmed its condition against the requirements in Clause 6.1.

11.2 Consistent with Clause 10.7 of the Terms, our obligations in respect of an Eligible Item sent to us (including any obligation to inspect, accept, safekeep, exchange or return it) arise only upon our unboxing of the item at our premises, and not upon delivery, drop-off, or any courier’s record of delivery or receipt. We are not responsible for any item lost, stolen, damaged, delayed, mis-delivered, or left or dropped at any location by a courier or other carrier.

11.3 We may photograph and video-record the unboxing, inspection and dispatch of every Eligible Item and Exchange Item. Such recordings are made and retained as evidence of the contents and condition of the parcel, are our property, and may be used for compliance, security and dispute-resolution purposes. In the event of any discrepancy between what you state you sent and what we record on unboxing, our contemporaneous recording prevails, without prejudice to your rights at law.

11.4 We will use reasonable endeavours to complete our inspection within three (3) Working Days of unboxing, and will notify you of the outcome.

11.5 Where our inspection establishes that the Eligible Item does not meet the condition requirements in Clause 6.1, we will notify you and, at your election and cost, return the item to you or hold it pending your instructions. Where we receive no instruction within thirty (30) days of our notification, we may return the item to your verified address at your cost, and may charge a reasonable storage fee notified to you in advance.

12. Shipping Costs and Risk

12.1 On a Size Exchange, you bear the cost of shipping in both directions, namely (a) the cost of sending the Eligible Item to us, and (b) the cost of sending the Exchange Item to you. This reflects that a Size Exchange arises from your own selection error and is offered as an accommodation.

12.2 Clause 12.1 does not apply where the return arises from a Fulfilment Error, a Faulty Item or a Manufacturing Defect, in which case Clause 6.5 of the Return Policy applies and we bear the reasonable cost of return shipping.

12.3 Where we decline an Exchange Request, or withdraw an approval, after the Eligible Item has been sent to us (including under Clause 6.2 or Clause 11.5), you bear the cost and risk of its return to you, save where we decline or withdraw for a reason attributable to us.

12.4 Risk in the Exchange Item passes to you on delivery in accordance with Clause 9.3 of the Terms. Title in the Exchange Item does not pass to you until we have received payment in full and in cleared funds of any Exchange Adjustment due under Clause 10.4.

13. Store Credit

13.1 Where store credit is issued under Clause 9.3(d) or Clause 10.5, it:

• is not redeemable for cash and is not transferable, save where we exercise our discretion under Clause 10.5;
• may be applied against a single future Order, but may not be applied against any Exchange Adjustment payable under Clause 10.4;
• expires twelve (12) months from the date of issue unless otherwise stated; and
• is subject to such further rules as we apply from time to time and notify to you at or before the time of issue.

14. No Cash Refund

14.1 For the avoidance of doubt, and consistent with Clause 10.2 of the Terms and Clause 4.1 of the Return Policy, a Size Exchange does not entitle you to any refund of the Confirmed Price or any part of it, whether in cash or to your original payment method, without prejudice to our discretion under Clause 10.5. Goods purchased from us cannot be returned for cash on the ground of an incorrect Size selection.

14.2 Clause 14.1 does not apply to any refund to which you are entitled under the Terms, the Return Policy or applicable Malaysian law in respect of a Faulty Item, a Manufacturing Defect, a Fulfilment Error, a cancellation by us under Clause 7.5 of the Terms, or otherwise where a refund is required by law.

15. Anti-Abuse and Verification

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

• require valid Proof of Purchase and verification of your identity before approving or completing any Size Exchange;
• decline an Exchange Request that is not substantiated in accordance with this Policy, or where the condition requirements in Clause 6.1 are not met;
• decline or limit Size Exchanges where we identify a pattern of excessive or repeated Exchange Requests, or conduct we reasonably consider to be fraudulent, abusive or in bad faith; and
• take action under Clause 7.5 of the Terms (cancellation), Clause 8.4 of the Terms (chargebacks), Clause 14 of the Terms (identity verification and compliance) and Clause 22 of the Terms (termination) where appropriate.

15.2 This Policy is offered on a discretionary basis. We may vary, suspend or withdraw it at any time by posting an amended version on the Website, and the version in force at the date of your Order Confirmation applies to that Order.

16. General

16.1 Clauses 13 (Privacy and Personal Data), 19 (Limitation of Liability), 23 (General) and 24 (Governing Law and Jurisdiction) of the Terms apply to this Policy as if set out in it. This Policy is governed by the laws of Malaysia.

16.2 If any provision of this Policy is held invalid, illegal or unenforceable, it is severed and the remainder continues in full force and effect.

16.3 This Policy is issued in the English language. If a translation is provided, the English version prevails in the event of conflict, save to the extent that applicable Malaysian law requires a particular disclosure to be given, or to prevail, in the national language.

17. Contact

For all Size Exchange enquiries:

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