Warranty & Guarantees

1. To request refunds or warranty claims, please contact our customer helpdesk first here.
2. For goods to be returned for a refund, there must be no visible signs of damage, wear, or alteration; the item must be in its original condition and returned with its original packaging and all included components (certificates, gifts etc.).

Tailored Jewel has the right to suspend return processing if the aforementioned conditions are not met.

In the unfortunate event that you are dissatisfied with the product due to a manufacturing defect, please contact us within the specified 14-day period, return the item to us in its original condition, and we will process a refund to your bank account within 14 business days of the date of your refund request.

5% administration fee applies to all refunds. Shipping and customs duties will be deducted from the total purchase price for orders placed outside Malaysia and Hong Kong.

Coverage:

1. All certified diamonds:
   • If the certification number engraved on the diamond does not match the certificate report.
   • Or if the diamond quality does not match our sales proposal, we will gladly replace the diamond at no additional cost.
2. All online collection jewellery from Tailored Jewel:
   • If you are dissatisfied with the quality, craftsmanship, or finish of the jewellery setting, you may return it.
     On request, we will restore or reproduce the jewellery based on our assessment, or offer a refund subject to a 5% administration fee.

Validity:

1. Fine jewellery and diamond engagement / wedding rings:
   • 14 days from the date the customer receives the jewellery.
2. Alternative metal / Nikah Collection jewellery:
   • 1-on-1 exchange within 14 days from customer’s receiving date of the jewellery.
3. Silver based or gold vermeil jewellery
   • 5 days from customer’s receiving date of the jewellery.

Exclusions:

1. It is not possible to resize a full eternity diamond or gemstone ring that is custom made to the customer’s size.
2. Custom made jewellery design not included in the online collection of Tailored Jewel, made to the customer’s specifications.
3. Certified diamond more than 1.01ct/certified diamond/gemstones specially obtained per customer’s request, including but not limited to shape, carat, colour, clarity, cut, and fluorescence, which are not available in Tailored Jewel online collection.
4. This policy does not address change of mind, lost or stolen items, or other circumstances beyond the company’s control.

For your peace of mind, every piece of jewellery purchased from Tailored Jewel is guaranteed to be free of manufacturing defects

Coverage:

1. You may bring your jewellery back to us for an evaluation if you suspect a production flaw.
2. We will rework or remake the jewellery free of charge if we find that the damage was caused by a fault on our part during production. If the jewellery piece is no longer in stock, we may offer a full refund or a replacement of equal or greater value.
3. We will let you know if repair services are possible, and if so, at what cost, if the damage was not caused by a manufacturing defect.

Validity:

1. Diamond engagement/ wedding rings, fine jewellery:
   • 10 year warranty from the date the customer received the jewellery.
2. Silver based or gold vermeil jewellery:
   • 1 year from customer’s receiving date of the jewellery.

Exclusions:

1. The warranty is nullified if the jewellery is serviced, modified, or altered in any way by a company or individual other than Tailored Jewel.
2. The following are not covered by the warranty:
   • Damage/ scratches/ discoloration of metal or skin reactions to metal resulting from normal use or exposure to chemicals, cosmetics, swimming pools, or bathing.
   • Over time, the prongs and metal can wear out and need to be repaired.
   • Prongs that have become bent or worn down as a result of trauma, excessive use, or normal wear and tear on the setting.
   • Experiencing the loss of, or having stolen, jewellery.
   • Damage to, or the loss of, certified diamonds, gemstones, or loose diamonds and gemstones (with an individual value of more than MYR 100.00 / SGD 30.00) as a result of regular wear and tear or other causes.
3. The warranty for small side diamonds set in the jewellery piece is limited to 2 years, and if the small diamonds become loose due to a manufacturing defect, TJ will cover all costs, including material and labour. In accordance with the 10-year warranty, TJ will continue to provide free labour after the initial two-year period expires, but the customer will be responsible for material costs. Our warranty policy excludes diamonds certified by *GIA and IGI.

The quality of our work and the integrity of the stones we use are guaranteed. This certificate affirms that your jewellery’s diamonds and gemstones were delivered in accordance with the terms of the sales proposal.

We are dedicated to ensuring ethical trade practices, and all of our diamonds are sourced ethically from the largest and most respected suppliers who adhere to and enforce the Kimberley Process guidelines.

1. Certified Diamonds & Gemstones
   • Certificates (from organizations like the Gemological Institute of America) will be included in the shipment of any diamonds ranging from 0.30 carats or larger, and the certification inscription on the diamond itself will be displayed for inspection at the time of order pickup or shared via photo or video if you choose to have your diamond shipped to you.
   • If the gemstone in question has been certified by a third party (such as the Gemological Institute of America [GIA] or the American Gem Society [AGS]), the certificate will be sent along with the gemstone, and the gemstone will match the certificate’s description in every way (shape, dimension, carat, colour, clarity, cut, etc.).
2. Non-Certified Diamonds & Gemstones
   • Loose diamonds and gemstones are guaranteed to match the description in the sales proposal or quote (in terms of form, carat weight, colour, clarity, and cut, among other characteristics) in every way.
3. Metals
   • Gold & Platinum
     Your jewellery will be stamped with our logo and a metal mark indicating the fineness of the metal (minimum purity), as required by the Hong Kong Trade Ordinance, where it is made and imported.
     For example:
     The standard of fineness (that is the number of parts by weight of gold in one thousand parts by weight of alloy),
     14K metal mark indicates the gold fineness not less than 585 (58.5% / 100%)
     18K metal mark indicates the gold fineness not less than 750 (75% / 100%)
     The PT950 stamp guarantees a platinum purity of at least 950 (95%/ 100%).
   • In addition, our white gold alloy is nickel free, making our jewellery ideal for people with sensitive skin.

Our commitment to you does not stop when the transaction is done. Customer satisfaction has always been at the core of our business, and as such, we are devoted to establishing a long lasting relationship with our customers by delivering an outstanding customer journey.

After you have received the jewellery, our specialised sales and customer service staff will be available to assist you. Our customer service offering consists of the following:

1. x3 free resizes. Valid for life.
2. Restoration, repair, and maintenance of jewellery *Extra charges will be incurred if the jewellery piece extends beyond the warranty period.
3. Diamond & Design upgrade services.