Refund & Return Policy

Last Updated: 01/03/2025

1. Overview

Should there be any discrepancy of product(s) delivered, customers may contact AMATO Jewels customer service via e-mail to hello@amatojewels.com within 14 working days after receiving your parcel.

Our customer service personnel will advise on the solution(s), review each customer’s application on a case-by-case basis and, at its sole discretion, determine whether the customer’s application is successful.

2. Exchange/Return/Refund of products can be arranged for the following reasons:

Damaged or defective
Different from the product description upon ordering
Missing part or item

3. Listed below are certain conditions that are NOT applicable for exchange/return/refund:

Personalized/Custom-made Jewelry (e.g. Engraved items);
Earrings for hygiene reasons (Unless defective).
Items marked “Final Sale”.

4. Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

5. Exchanges

We only replace items if:

Items are defective or damaged: Contact us within 7 days of delivery with photos/video proof.
Incorrect Items: We’ll cover return shipping and send the correct item.

6. Return Condition:

Items must be unused, undamaged, and in their original packaging (including tags, certificates, and protective materials).

7. Return & Refund (Damaged / Dented):

We will need the following details for investigation:

Order Number;
Screenshot of the Airway bill;
Screenshot / short video of the damaged / dented item;
Screenshot of the parcel external packaging (all angles) and internal (top view).

Report will not be accepted without ALL the above details as evidence.

8. Exchange/Return Process

Contact Us first: Email hello@amatojewels.com to initiate an exchange/return/refund process. Include your order number & reason for return.
Return Authorization: We’ll provide a return merchandise authorization (RMA) number & shipping instructions.
Ship the item: Send the item to our facility using a trackable shipping method (e.g. J&T Express). Returns without an RMA number will not be accepted.

9. Refund Processing Time

Upon confirmation that your order is valid for refund, AMATO Jewels will take 1 to 5 calendar days to process the refund request and submit it to the related department. Then it will take 15 – 30 calendar days for the bank or payment gateway to process the refund. A notification email will be sent to you upon successful refund into your bank account or credit card account.

10. Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@amatojewels.com.

11. Shipping returns

To return your product, you should mail your product to: B30-02, Office building, Pavilion Embassy, 200, Jalan Ampang, 50450 Ampang, Kuala Lumpur.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

12. Governing Law

This policy complies with Malaysia’s Consumer Protection Act 1999 and Contract Act 1950.

13. Need help?

AMATO Jewels reserves the right to change these terms and conditions or cancel any promotions or vouchers, at any time and without notice.