Warranty Policy
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 1st September 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:
This LIMITED SERVICE WARRANTY covers FREE LABOUR CHARGES for re-electroplating services (applicable to gold-plated items only).
| 1. | Handling fees and Re-electroplating gold charges and other service charges will be applied separately, as per the applicable rates. |
| 2. | Submit the jewellery item requiring service through any ZHULIAN Authorised Agency. |
| 3. | 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. |
| 4. | 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). |
| 5. | The Company reserves the right to accept or reject any request for jewellery services depending on the condition of the returned jewellery. |
| 6. | A handling fee of RM18.00 per item (inclusive of 8% service tax) (JW430) must be paid at the time of submission. |
| 7. | 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. |
| 8. | The handling fee is non-refundable, regardless of whether the Company accepts or declines the item for service. |
| 9. | 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:
| PSCODE | PRICE RANGE (CURRENT CP) OF JEWELLERY ITEMS | GOLD CHARGES PER ITEM (RM) |
| JW440/01 | Up to RM99 | 15.00 |
| JW440/02 | RM100 and above | 20.00 |
| JW440/03 | RM250 and above | 25.00 |
| JW440/04 | RM200 and above | 35.00 |
| JW440/05 | RM250 and above | 45.00 |
| JW440/06 | RM300 and above | 55.00 |
| JW440/07 | RM400 and above | 70.00 |
| JW440/08 | RM500 and above | 85.00 |
| JW440/09 | RM600 and above | 105.00 |
| JW440/10 | RM700 and above | 130.00 |
| JW440/11 | RM800 and above | 155.00 |
| JW440/12 | RM900 and above | 180.00 |
| JW440/13 | RM1,000 and above | 205.00 |
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.
| PSCODE | TYPES OF JEWELLERY SERVICE | SERVICE CHARGES PER ITEM (RM) |
| JW411 | Replacement of Earring Back (1 pair) | 25.00 |
| JW412 | Replacement of Bell Charm | 35.00 |
| JW413 | Replacement of Small Love Charm | 25.00 |
| JW414 | Replacement of Round Hook | 25.00 |
| JW415 | Replacement of Safety Chain | 35.00 |
| JW416 | Replacement of 'S' Hook | 25.00 |
| JW417 | Replacement of Gold-plated Brooch's Pin | 25.00 |
| JW418 | Replacement of Rhodium-plated Brooch's Pin * | 25.00 |
| JW419 | Replacement of Rose Gold-plated Brooch's Pin * | 25.00 |
| JW420 | Replacement / Repair of Damaged Earring Post | 25.00 |
| JW421 | Replacement of Dangling Love Charm with Round Hook | 35.00 |
| JW422 | Replacement of Dangling Love Charm with CZ & Round Hook | 35.00 |
| JW423 | Replacement of Key Charm | 35.00 |
| JW424 | Replacement of Magnet (M-belt) | 35.00 |
| JW425 | Replacement of Magnet (Bracelet & Bangle) | 35.00 |
| JW426 | Repair of Broken Prong | 25.00 |
| JW427 | Replacement of Oval Shape Coloured Stone | 35.00 |
| JW428 | Replacement of Round Shape White CZ or Coloured Stone | 25.00 |
| JW429 | Replacement of Synthetic Pearl | 25.00 |
C. AZANA EZY60 TRADE-IN POLICY (JW451)
This policy allows customers or Distributors to trade in ZHULIAN gold plated jewellery with trade-in value equivalent to 60% of the item’s current Customer Price (CP).
The request for trade-in is subject to the following terms and conditions:
| 1. | Only gold-plated jewellery originally manufactured by ZHULIAN and with a *valid product code is eligible for trade-in, even without the item’s Service Warranty Card. Note: Non-inclusive of gold plated jewellery items with product code 1XXX to 4XXX. |
| 2. | This trade-in policy is strictly for 1-to-1 exchange. ONE (1) trade-in item only eligible to exchange for ONE (1) new jewellery item by topping up the balance. The 60% trade-in value cannot be exchangeable for cash. |
| 3. | The Authorised Agencies are fully responsible for verifying that the authenticity of the gold plated jewellery item(s) received from customers or Distributor and ensure each item is originally manufactured by ZHULIAN. |
| 4. | If the jewellery item is confirmed eligible for trade-in, the customer or Distributor will get 60% of the item's current Customer Price (CP) as trade-in value to offset the purchase of a new item of any design and size from the current Zhulian Azana Goldcraft Collection and Rhodium Collection, provided that the new item’s CP is equal or higher than the current CP of the trade-in item. |
| 5. | In cases where the Agency is unable to verify the authenticity of a jewellery item for trade-in, the item can be submitted to the Company for verification together with a handling fee of RM18.00 (inclusive of 8% service tax). The handling fee is payable upon submission and is non-refundable, irrespective of whether the item is accepted or rejected by the Company for trade-in. |
| 6. | The Company reserves the right to reject or cancel any trade-in transactions if the jewellery item is found not manufactured by ZHULIAN. |
| 7. | The terms and conditions of this Azana Ezy60 Trade-in Policy are subject to change without further notice. |