ZHULIAN JEWELLERY SERVICE WARRANTY POLICY

This LIMITED SERVICE WARRANTY POLICY applies to all jewellery items returned for service and is subject to the Terms and Conditions set out by the company, effective from 7th March 2025. The company reserves the right to update or modify these terms and conditions at any time without prior notice.

TERMS AND CONDITIONS OF WARRANTY CLAIM / JEWELLERY SERVICE:

1. This LIMITED SERVICE WARRANTY covers FREE LABOUR CHARGES for re-electroplating services (applicable to gold-plated items only).

2. Handling fees and Re-electroplating gold charges and other service charges will be applied separately, as per the applicable rates.

3. Submit the jewellery item requiring service through any ZHULIAN Authorised Agency.

4. The Service Warranty Card is valid only if affixed with the jewellery item’s original price label and must be presented along with the items for service.

5. If the price label on the Service Warranty Card is incomplete, damaged, tampered with, or does not match the item, it will be classified as “service without warranty card” (JW441).

6. The Company reserves the right to accept or reject any request for jewellery services depending on the condition of the returned jewellery.

7. A handling fee of RM18.00 per item (inclusive of 8% service tax) (JW430) must be paid at the time of submission.

8. Jewellery services will be provided only upon receipt of full payment, including any additional services recommended by the company and explicitly agreed upon by the customer.

9. The handling fee is non-refundable, regardless of whether the Company accepts or declines the item for service.

10. The types of service and applicable charges shall be subject to change at the sole discretion of the Company.

A. RE-ELECTROPLATING CHARGES:

Gold charges are determined based on the complexity of the design and the amount of gold required. This service is available only for gold-plated jewellery items; rhodium-plated, rose gold-plated and two-tone plated items are excluded. The charges are categorised according to the current Customer Price (CP) range.

For jewellery returned with a warranty card, re-electroplating gold charges will follow the following standard rates. For jewellery returned without a warranty card (JW441), a re-electroplating gold charge of 35% of the item’s current Customer Price (CP) will apply.

Standard Re-electroplating Gold Charges Table:

B. OTHER TYPES OF SERVICE & CHARGES:

All jewellery services listed below must include re-electroplating. The only exceptions are services *JW418 and JW419, which do not require re-electroplating.

The re-electroplating charge is determined based on the item's price range, as outlined in the Re-electroplating Gold Charges Table.

If any jewellery parts are found missing, replacement is compulsory, and the corresponding service charges will apply. Customers will be informed of the replacement costs before proceeding with the service.

C. TRADE-IN / EXCHANGE: (JW451)

The request for trade-In/exchange of an unrepairable item is subject to the following terms and conditions:

1. The company has the sole discretion to determine whether an unrepairable item is eligible for exchange.

2. A jewellery item will be classified as unrepairable if it meets any of the following conditions:

   a)  Deformed,

   b)  Broken or damage

   c)  Too thin

3. Jewellery that is not originally manufactured by the Company will not be eligible for trade-in or exchange.

4. Jewellery that is deliberately damaged will not be qualify for trade-in or exchange.

5. The purchaser may exchange an unrepairable jewellery item for a new item of the same design by paying the remaining balance after deducting 50% of the unrepairable item’s current Customer Price (CP).

6. If the same design is discontinued or out of stock, the purchaser may exchange it for a different item of equivalent or higher CP compared to the current CP of the unrepairable item, following the same calculation of balance payment.

7. Trade-In/exchange of a new item with CP lower than the unrepairable item’s current CP, is not allowed.

8. The terms and conditions of trade-in/exchange are subject to change without further notice.

GENERAL SERVICE TERMS

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1. Can the Company change the service terms and conditions?

Yes, the Company reserves the right to change the service terms and conditions without prior notice.

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2. Can the Company reject a service request?

Yes, the Company has the right to accept or reject a service request based on the authenticity of the product or warranty card provided. The warranty card MUST match the size and design of the returned jewellery.

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3. How does the Company determine whether jewellery is eligible for service?

All jewellery services are subject to the Company's final decision based on the condition of the jewellery.

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4. Can jewellery that has been altered or modified be sent for service?

No, all jewellery sent for service or TRADE-IN must be in its original design. Any alterations or variations will NOT be accepted.

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5. Are there any handling fee for jewellery services?

Yes, all jewellery returns for service are subject to handling fee, which are non-refundable and applied on a per-piece basis.

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6. What happens if the jewellery sent for service does not belong to the Company?

If the jewellery is found not to belong to the company or violates Company policies, the handling charges will be forfeited.

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7. Are Rhodium, Rose Gold & Two-Tones Collections eligible for re-electroplating services?

No, Rhodium, Rose Gold & Two-Tones Collections are NOT available for re-electroplating services.

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8. When will the Company carry out the requested service?

The Company will only carry out the requested service after full payment has been received. No service will be performed without prior full payment.

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9. Can the Customer cancel the service after payment has been made?

No. Once payment has been made, the service will be processed as requested and cannot be canceled.

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10. How long does the service process take after the product arrives at the Head Office?

The product is expected to be completed within 2 - 3 weeks (working days), provided that payment and documentation have been completed from the date of receipt by the Product Service Department at the Head Office.

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11. Can Customers send their products for service directly via mail or courier?

No. Customers must send their products to the nearest Agency to obtain the service.

 

RE-ELECTROPLATING SERVICE

 

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12. Is there a fee for the re-electroplating service?

The Company provides FREE LABOUR CHARGES for re-electroplating any purchased jewellery with a valid Warranty Card. However, a minimum gold charge will be applied for re-electroplating.

Please refer to the "ZHULIAN JEWELLERY SERVICE WARRANTY POLICY", effective 7 March 2025, for further details on the applicable charges.

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13. What if a Customer DOES NOT have a Warranty Card?

Jewellery returned for re-electroplating without a Warranty Card will be charged 35% of the current Customer Price (CP) plus handling fees.

 

TRADE-IN/EXCHANGE
(FOR JEWELLERY CANNOT BE REPAIRED)

 

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14. Can Customers exchange a defective item for a different design?

No, Customers are only allowed to redeem the same design and size as the defective item. However, if the design has been discontinued and is out of stock at Head Office, an alternative will be provided.

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15. How is the TRADE-IN value determined?

The TRADE-IN value is 50% of the current Customer Price (CP), regardless of whether a Warranty Card is returned or not.

Example: If the CP is RM120, the TRADE-IN value is RM60. The Customer must pay RM60.

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16. Can Customers choose a replacement item of different value?

Yes, but Customers must select a replacement jewellery item of equal or greater value than the current CP. If the selected item exceeds the TRADE-IN value, the Customer must pay the balance.

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17. For TRADE-IN / EXCHANGE services, can the Customer change their decision after payment has been made?

No. Once payment has been made, the service will be processed and cannot be changed.

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18. If the product is lost but the Warranty Card is not, can the Customer proceed with the TRADE-IN / EXCHANGE service?

No. The service can only be provided if the Customer submits the product along with the service request.

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19. Under what conditions is jewellery classified as “Unrepairable”?

Jewellery is classified as “Unrepairable” under the following conditions:-
(i) Deformed
(ii) Broken or Damaged
(iii) Too Thin

Please refer to the EXAMPLES below for illustrations of products classified as UNREPAIRABLE.

 

 

JEWELLERY MISSING PARTS REPLACEMENT SERVICE

 

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20. What happens if a part of my jewellery is missing when requesting a service?

If any part of the jewellery is missing, replacement is mandatory, and the relevant service charges will apply. Customers will be informed of the replacement cost before the service proceeds.

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21. Will the Customer be informed about the replacement cost before the service is carried out?

Yes, the Customer will be informed of the replacement cost before the service proceeds. The service will only continue once the Customer agrees and makes the payment.

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22. What happens if the Customer does not agree to the replacement terms and charges?

If the Customer does not agree to the replacement terms, the jewellery will be returned without any service being performed. However, the handling fee will be forfeited and non-refundable.

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23. Can I request partial service without replacing the missing part?

No, replacing the missing part is mandatory for the service to proceed.

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24. Is the handling fee refundable if I choose not to proceed with the service?

No, the handling fee will not be refunded if the Customer decides not to proceed with the replacement.

 

EXISTING GUARANTEE CARD

 

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25. Can the existing Guarantee Card still be used?

Yes, the existing Guarantee Card is still valid. However, it will be subject to the ZHULIAN JEWELLERY SERVICE WARRANTY POLICY effective from 7 March 2025.

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26. What happens to the existing Guarantee Card?

The existing Guarantee Card will be replaced with a new card called the "Warranty Card". When a Customer sends a product for service at an Agency, the Warranty Card will be issued to replace the existing Guarantee Card.

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27. Will Customers receive a Warranty Card for all new purchased jewellery products?

Yes, a new card called the "Warranty Card" will be included with the purchased jewellery, except for the Rhodium, Rose Gold, and Two-Tone collections.

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28. What is the difference between the existing Guarantee Card and the new Warranty Card?

Starting from 7 March 2025, all existing Guarantee Cards will be replaced with the new Warranty Card, subject to the new Terms & Conditions set by the Company.

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29. Is there any charge for replacing the existing Guarantee Card with the new Warranty Card?

No, the replacement of the existing Guarantee Card with the new Warranty Card is free of charge.