Returns & Exchanges
What happens if a piece is not right, and what we do to put it right.
Last revised 28 August 2026Every C'Garden piece is finished by hand and checked at the bench before it leaves the atelier. We would rather you were certain before you buy, which is why consultations are complimentary and why we will always encourage you to see a piece in person. If something is not right, this is how we handle it.
1. Catalogue pieces
A catalogue piece (one shown in our collection and supplied as pictured, in a standard size) may be exchanged within seven days of collection or delivery, provided that:
- it is unworn and in the condition in which it left the atelier, with its box, care card and any laboratory report;
- it has not been resized, engraved or otherwise altered; and
- you have your receipt or order reference.
An exchange may be for another piece of equal or greater value (with the difference payable), or for a credit note valid for twelve months. We do not offer cash refunds on a change of mind, except as required by law.
2. Bespoke, personalised and altered pieces
A bespoke commission is made to your drawing and your measurements, and a personalised piece (engraved, resized to order, or made in a non-standard length or size) cannot be sold to anyone else. These pieces are not returnable or exchangeable unless they are faulty or do not match the specification you approved.
What we do promise is that a bespoke piece will match the approved drawing and the written specification. If it does not, we will put it right at our cost.
3. Faulty pieces
If a piece has a fault in materials or workmanship, your rights under the Consumer Protection Act 1999 apply and nothing in this policy limits them. Tell us as soon as you notice the fault, ideally with a photograph, and bring or send the piece to the atelier. We will inspect it and, depending on the fault, repair it, replace it, or refund it. Return postage for a genuine fault is reimbursed.
Wear, accidental damage, damage from chemicals (including chlorine, perfume and household cleaners), loss of a stone after impact, and work carried out by another jeweller are not faults and are treated as repairs at cost.
4. Resizing
Every ring and bracelet includes one complimentary resize or length change within twelve months of collection. After that, resizing is charged at cost. Most rings can move up to three sizes up or down; some designs, in particular those with engraving down the shoulders or stones set around the band, can move less, and the limit is stated on the product page. Where a resize is not possible we will discuss remaking.
5. Cleaning, polishing and repairs
Cleaning and light re-polishing at the bench is complimentary for as long as you own the piece. Repairs are quoted before any work begins. Please allow seven to twelve business days for most aftercare work; more involved repairs will be quoted with their own lead time.
6. Deposits and cancellations
| Stage | If you cancel |
|---|---|
| Before the drawing is approved | No charge. Any deposit paid is refunded in full. |
| After approval, before making begins | Deposit refunded less costs already incurred on your behalf (for example, a stone sourced to order). |
| After making has begun | Deposit is non-refundable. The balance is not payable if you do not take the piece. |
7. How to arrange a return, exchange or repair
- Contact us first, by email at hq@cgarden.com.my, by phone or WhatsApp on 010-766 7448, or in person at the atelier. Tell us your order reference and what has happened.
- We will confirm the next step and, if the piece is being sent to us, give you the address and packing instructions. Please use an insured, tracked service; the piece is your responsibility until it reaches us.
- We will inspect the piece within three business days of receiving it and tell you what we propose.
- Exchanges and credit notes are issued once the returned piece has been inspected. Refunds, where they apply, are made to the original payment method within fourteen days.
8. Delivery problems
All deliveries are insured and tracked. If a parcel arrives damaged, photograph the packaging before opening it and contact us within forty-eight hours. If a parcel is lost in transit, we will resolve it with the courier and replace or refund the piece; you will not be left out of pocket.
This policy does not affect your statutory rights. If you have any question about it, ask us before you buy; we would always rather explain than surprise.
C'Garden Jewellery
The MET Corporate Towers, 20 Jalan Dutamas 2, 50480 Kuala Lumpur, Malaysia
hq@cgarden.com.my · 010-766 7448