Please email us immediately at email@example.com within 24 hours after receiving your product, and attach photos of any issues. We do not accept exchanges without your proof of email.
Once we receive your email, we will advise you regarding return instructions. You have the option to drop off the product at our HQ securely, or mail return the product to our HQ within 14 days via any official GDEX outlets in Malaysia (return courier charges will be borne by the customer). To qualify for return or exchange, the product(s) returned must be unused, in its original condition with your receipt and original packaging.
We do not accept exchanges at our physical retail stores if you do not have authorisation from DeGem HQ in the form of an official email response.
Product(s) returned without following the requested criteria may not be qualify for a refund or exchange.
Product(s) NOT eligible for returns or exchange include:
- Sale items/ discounted or promotional items
- Custom order items such as custom-made diamond rings or wedding bands
- Engraved jewellery
- GIA Certified Diamonds
- Shipping fees
Product(s) to be exchanged must be returned in UNWORN and ORIGINAL good condition, together with original sales receipt and original DeGem packaging. Product(s) returned without following the requested criteria may not be qualified for an exchange.
Any returned product(s) will be checked and verified by DeGem HQ staff before the exchange or return is authorised. Product(s) can only be exchanged once for every purchase.
In the unlikely event that your return does not meet requirement(s), we will notify you before sending it back to you.