In any circumstances that you are not satisfied with your purchased products, you may return them to us within one (1) week after the date of delivery. Costs of the return parcel will be borne by the customer. Once you have shipped your return parcel to us, you are required to send us the tracking number. Twenty4 by SHER reserves the right to not accept the same return order twice (2). 

Before any return, please send us an Instagram DM and email to hello@twenty4.com.my.

This policy only applies to products that do not fall under the category of non-refundable items listed on our website. Please note we do not accept returns on earrings due to hygiene purposes, anything that is worn, damaged, washed, or altered in any way. 

Twenty4 by SHER retain the right not to accept returns and to send the product back to you if an item is returned to us in an inappropriate state. The products must be in their original packaging, which includes a drawstring pouch and a box. Items that appear to have been used or worn will not be reimbursed and will be returned to the purchaser.

Tarnishing or discolouration over time and due to chemical contact is not Twenty4 by SHER’s fault. Please see our jewelry care instructions on how to preserve your jewelry longer.

The returned products can only be exchanged with products of equal or lesser value (balance will not be refunded). You can also exchange with a product of higher value but you have to top-up. Refund of cash or payment is not available.

 

Defective Products

Your satisfaction is our utmost priority. Before sending your parcels out to our delivery partners, Twenty4 by SHER will do a quality check on each product ordered by you.

Kindly note that if you have received a defective/wrong item, do send us a DM on Instagram and email hello@twenty4.com.my with images of the defective/wrong item. 

However, if any of our products have manufacturing flaws, you have the option to swap or refund your purchase, according to the guidelines listed below:

  1. We only accept exchange requests within 48 hours of receiving any orders for us to solve your issues. Kindly notify us in writing with a photo of the defective item.
  2. Bring the item(s) you want to return to us to the nearest post office to return it to us. The products must be in their original packaging, which includes a drawstring pouch and a box.
  3. It will take at least 3-5 working days to prepare and refund you.

Once the returned product is received by us, it will be checked. If the product contains any defect, you have the option for a refund or replacement with a product of the same item. 

    1. If the damaged item you purchased is no longer available, you may substitute a new item of equal or lesser value.
    2. Defects do not include wear and tear, damage caused by incorrect use after we have shipped our products to you.
    3. Every piece of Twenty4 by SHER jewelry is handcrafted and each product will be different and will not have two of the same design. 
    4. You agree that the images on the website and our social media do not necessarily represent the product you will receive, as the product may have various textures, differ somewhat in shape/size, colour, and flower shapes.

*Due to manual measurement, please allow a 1-2 cm difference for our jewelry.

Note: After we have received and approved your return request, we will handle the correct orders and refund/replace them within the next 7 to 10 working days. Costs of delivering the parcel will be borne by us.

If you have any additional questions or problems, please do not hesitate to write us on Instagram DM and email us at hello@twenty4.com.my. We will do our best in assisting you in this matter.