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All gold and jewelry products sold online by our company are not eligible for return or refund once payment is completed, regardless of any reason. Due to the nature of gold jewelry — where value fluctuates with the market gold price and each item is considered a high-value, special product — we strictly enforce a “No Refund” policy to ensure the quality and integrity of all merchandise. Before confirming your purchase and making payment, please carefully inspect the item and confirm the design, size, weight, price, and all transaction details. This policy applies to all completed transactions, whether or not the item has been shipped or collected. Only Exception: Refund Due to Website System Error A refund will only be considered under the following condition: E-commerce Website System Failure: If a system error, payment gateway issue, or technical malfunction on the “Kedai Emas Shun Heng” e-commerce website results in duplicate charges, failed order creation despite payment being made, or similar issues.

Refund Process: Once our technical team verifies that the issue was indeed caused by a system error, we will process a full refund. The refund will be returned via the original payment method. Processing time will be communicated separately Other Situations (Not Eligible for Refund) Product Quality Issues: If the product you received has non-human-caused quality issues, please contact us within 1 day after receiving the item. Provide a copy of the unboxing video along with your return request. We will provide repair or replacement services depending on the situation. However, this does not qualify for a refund.