Policy for Online Orders, Returns, and Exchanges

At EMAS NAUFAL, we are committed to providing a secure, transparent and enjoyable online shopping experience. This policy outlines our pricing, return, exchange and order cancellation terms for purchases made through our online store.

Pricing Policy

EMAS NAUFAL reserves the right to update this website at any time, including changes to:

• Product prices

• Product availability

• Services offered

Prices displayed on our online store may differ from those available in our physical showroom due to different promotions, campaigns and exclusive online offers.

Although we strive to keep our prices accurate and up to date, gold, precious metal and gemstone prices fluctuate regularly. Therefore, prices may change without prior notice.

In the event of a pricing error, EMAS NAUFAL reserves the right to:

• Cancel the order and issue a refund in accordance with our policy; or

• Offer customers the option to proceed using the corrected price before payment is finalized.

Before payment is completed, customers will be shown the final product price and weight for confirmation.

Once payment has been successfully processed, an order confirmation email containing the transaction details will be sent.

Return & Exchange Policy

Our strict quality control procedures ensure that every product meets our quality standards before shipment.

This Return & Exchange Policy applies only to purchases made through the EMAS NAUFAL online store.

If you experience any issues with your order, please contact us immediately.

WhatsApp: +60 12-234 8203

Email: support@emasnaufal.com

Exchange requests must be submitted within three (3) days of receiving the product.

Requests received after this period may not be approved and will be subject to management review.

How to Request an Exchange

1. Scan the QR code printed on your purchase receipt or contact our Customer Service team.

2. Complete the online Exchange Request Form.

3. Once your request has been reviewed and approved, you will receive return instructions by email.

Exchange requests are normally processed within three (3) business days after verification.

Eligible Reasons for Exchange

You may request an exchange if:

• The item is defective.

• The item received is different from the item ordered.

• The ordered size is not suitable.

Items Not Eligible for Exchange

Exchange requests will not be accepted for:

• Change of mind

• Normal wear and tear

• Used or worn jewellery

• Resized or modified jewellery

• Damaged items after delivery

• Gold bars

• Gold dinars

• Loose GIA-certified diamonds

All returned products must be:

• Unused

• In original condition

• Returned with original packaging

• Accompanied by the original purchase receipt

All returned items are subject to inspection. EMAS NAUFAL's decision regarding exchange eligibility is final.

Return Shipping

Customers are responsible for return shipping costs for approved exchange requests.

EMAS NAUFAL is not responsible for loss or damage that occurs during customer-arranged return shipping.

If an item is confirmed to be defective or incorrectly supplied, EMAS NAUFAL will provide a prepaid courier shipping label for the return.

Replacement Policy

Replacement items are subject to stock availability.

Exchanges are generally available only for products of the same design and equivalent value.

If the replacement product has a higher price, customers must pay the price difference.

If the replacement product has a lower value, the balance will be issued as an e-Voucher for future purchases on the EMAS NAUFAL website.

Please allow approximately 5–14 business days for the exchange process after the returned item has been received and inspected.

Order Cancellation Policy

Order cancellation requests must be submitted within 24 hours of placing the order, provided the order has not been processed or shipped.

Once an order has entered processing or shipping, cancellation is no longer possible.

To request a cancellation, please contact:

WhatsApp: +60 12-234 8203

Cancellation requests are accepted only for:

• Product size adjustments

• Changes to shipping information

Requests based solely on a change of mind will not be approved.

Refund Policy

Approved order cancellations will be refunded in the form of an e-Voucher, which can be redeemed for future purchases on the EMAS NAUFAL website.

Where applicable, refunds to the original payment method may take up to 30 working days, depending on banking and financial institution processing times.

Any delays caused by third-party financial institutions are beyond the control and responsibility of EMAS NAUFAL.