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Exchange Policy

We offer exchanges on most jewelry bought at full price. All exchanges are subject to a restocking fee, to help cover our return shipping costs. All returns and exchanges are subject to the terms and conditions below:

  • Returns & Exchanges are only valid for manufacturer’s defect.
  • Returns & Exchanges can be made within 14 days of Tax Invoice issued.
  • For your protection we DO NOT accept exchanges or provide refunds for pierced earrings, packs containing pierced earrings.
  • We will not accept merchandise that has been worn, used, altered, damaged or defective other than manufacturing defect. In other words, incomplete, damaged, worn, soiled or altered returns, or anything we reasonably believe has been used or worn, will not be accepted. 
  • Please also note that merchandise that are damaged as a result of wear and tear are not considered to be faulty or defective.
  • Exchange is strictly subject to stock availability.
  • If the item that you wish to exchange is out of stock, you can choose to exchange for any other item, subject to stock availability. If the item you wish to exchange exceeds the value of the item returned, you shall pay for the excess; in other cases, if the price of the item you wish to exchange is lower than the price of the returned item, NO cash refund policy shall apply.
  • Should the items you wish to exchange the size or color is not available, you can choose to keep credit in The Gold Souq for future purchases. This credit is only eligible for use in The Gold Souq ( and not in retail stores. 
  • The goods are your responsibility until it reaches our warehouse. Please make sure it is packed properly and securely to avoid any damages. All goods will be inspected on return. As we try to accept all returns, should an item that is returned to us in an unsuitable condition, we may have to send it back to you at your cost or dispose of it accordingly. We are not held responsible for any items that are returned to us by mistake.
  • All products will undergo quality checks before the exchange is initiated.
  • Returns should be sent to the following address along with proof of purchase. Returns without proof of purchase will not be entertained. 

The Gold Souq Sdn Bhd
Lot 110­B,
Commercial Block By The Sea
Jalan Batu Ferringhi, Bandar Batu Ferringhi
11100 Batu Ferringhi
Pulau Pinang, Malaysia

Upon returning your item to us, please email with the following information. You will receive an email from our customer service team contacting you for further instructions or information as required.

 1) Your Name ( As per invoice )
2) Invoice Number / Order ID 
3) Reason for return