We strive to ensure that every item you purchase meets your expectations and arrives in perfect condition. However, if you find that an item does not meet your needs, we want to make the return or exchange process as smooth as possible.

Eligible for Returns and Exchanges:

• item delivered is defective and/or damaged on delivery.
• item delivered does not fit.
• item delivered is materially different from item ordered.

Ineligible for Returns and Exchanges:

• change of mind.
• damage resulting from normal wear and tear.
• items that have been altered or used.
• request made more than three (3) days after receiving the item.

Return and Exchange Process:

• request shall be made within three (3) days after receiving the item.
• contact our Customer Service Hotline at hotline @pahanggold.com to receive a return authorisationand instructions.
• returned items must be in new, unused, unsoiled condition, complete with its original packaging andreceipt.
• we shall conduct quality check of the returned item before proceeding for the Exchange to ensure theabove conditions are fulfilled.
• Exchange is only limited to the same design of the same value, subject to stock availability. If the priceof the exchanged item is higher than the original, you will need to pay the difference. However, if theprice of the exchanged item is lower, an e-Voucher for the excess amount will be issued to you, whichcan be used on our website. No refund is allowed unless the requested design for exchange isunavailable.
• Exchange process may take approximately five (5) to fourteen (14) working days from the date wereceive the returned item.

Delivery / Shipping Costs

Return shipping costs are the responsibility of the customer, except in cases where the return is due to an error on our part. We are not responsible for any unforeseen circumstances that may occur during the return process.

Changes

We reserve the right to amend this Return and Exchange Policy from time to time. Changes will be posted on this page with an updated effective date.

We understand that sometimes things don’t go as planned and you might need to request a refund. Whether due to a change in circumstances or issues with your purchase, we aim to address your concerns promptly and fairly.

Eligible for Refunds:

• ordered item lost in transit.
• returned item is unavailable for exchange.

Ineligible for Refunds:

• change of mind.
• loss of unattended item with proof of delivery.

Refund Process:

• contact our Customer Service Hotline at [email protected] to receive a refund authorisation and instructions.
• the amount refunded will be based on the net amount you have paid. Delivery charges paid during the initial order are not eligible for refund.
• we will issue the monetary refund in the form of e-Voucher. The said e-Voucher can be used on our Website. You may request a refund via the original method of payment.
• once the refund request is approved, it may take up to thirty (30) working days for the amount to be reflected in your bank account due to financial transaction processes with external parties.

Changes

We reserve the right to amend this Refund Policy from time to time. Changes will be posted on this page with an updated effective date.