Last updated: 13 November 2026

1. 14-day returns

You may request a return within 14 days of receiving your item.

To be eligible, the item must be:

  • unworn and unused, in its original condition;
  • with all tags, certificates, cards and original packaging; and
  • returned with the receipt or proof of purchase.

2. Faulty, damaged or wrong items

Please check your order when it arrives. If an item is faulty, damaged or not what you ordered, contact us within 7 days of receiving it, with photos. We will repair, replace or refund it, and we will pay the return shipping. This applies to all items, including sale items and gold bars, and does not affect your rights under the Consumer Protection Act 1999.

3. Items that cannot be returned (change of mind)

The following cannot be returned or refunded for change of mind, unless faulty or wrong:

  • Gold bars, gold coins and other investment gold, because their price changes daily with the gold market.
  • Custom-made, engraved, resized or personalised items, and special orders.
  • Earrings, for hygiene reasons.
  • Items bought on sale or with a promotional discount.
  • Items that have been worn, altered, damaged by the customer, or are missing tags, certificates or packaging.

If you are not sure about a specific item, ask us before you buy.

4. How to return an item

  1. Contact us first at sales@tyrelljewelry.com.my or WhatsApp +6012 915 6419 with your order number and reason for return.
  2. If your return is approved, we will send you return instructions. Returns sent without our approval will not be accepted.
  3. Send the item to:
    Tyrell Jewelry, 1-1-16 (Ground Floor), Summerskye Square, Jalan Sungai Tiram 8, 11900 Bayan Lepas, Pulau Pinang.

Returning at one of our branches instead can be arranged; please contact us first so we can agree the branch and date. Any cost of returning the item, by post or to a branch, is borne by the customer (except for faulty or wrong items, see section 2).

For change-of-mind returns, you pay the return shipping, and the original shipping fee is not refunded. As jewelry is high value, we strongly recommend a trackable, insured shipping service. We are not responsible for items lost in transit before they reach us.

5. Refunds

When we receive and inspect your return, we will tell you by email or WhatsApp whether your refund is approved.

Approved refunds are made to your original payment method within 7 to 14 working days. Your bank may take a few more days to show the refund.

If you have not received your refund after this time, please check with your bank first, then contact us at sales@tyrelljewelry.com.my.

6. Exchanges

We exchange items only if they are faulty, damaged or wrong (see section 2). For a different size or design, please return the item under section 1 and place a new order.

7. Need help?

Email sales@tyrelljewelry.com.my or WhatsApp +6012 915 6419 for any question about returns and refunds.