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1. No website checkout or unpaid lock
Send your selection to authorised customer service for a written quotation. A website reference or WhatsApp draft is an enquiry, not evidence of payment, sale acceptance or reserved stock. Do not make payment using unverified instructions.
Your quotation will identify the seller, your details, the item or barcode, metal, purity, weight, quantity, currency, price breakdown, applicable delivery charges and taxes, total, payment instructions and expiry. Read the applicable policies before paying.
For bullion selected in the cart, the server holds snapshot prices for five minutes. On expiry, the cart refreshes prices for you to review. Confirming while that snapshot remains valid starts a separate ten-minute bullion price hold from the server-recorded enquiry time. This records prices, not a stock reservation or accepted sale. Direct product enquiries start the ten-minute hold when recorded and have no earlier cart snapshot.
2. Exact payment windows
Jewelry payment deadlines are set by customer service, usually for the same day. The recorded bullion enquiry price is held for ten minutes from its server timestamp. That ten-minute price hold is separate from the five-minute cart snapshot and from any payment deadline customer service provides in writing. When the price hold expires, Goldfinch Jewelry may re-quote for your agreement; it does not automatically extend.
Your written quotation gives the exact payment deadline and price-validity period in Malaysia time (UTC+8). Contact us before paying if either is unclear. Any extension requires written confirmation. A price hold is not a binding unpaid order or stock reservation. Payment verification and written acceptance are required to confirm a purchase.
3. Funds received and verification
Unless expressly agreed otherwise in writing, the payment deadline refers to cleared funds reaching the designated account, not merely initiating a transfer. A screenshot or transfer instruction alone is not conclusive proof. Identify the quotation when paying and promptly tell customer service. Do not send passwords, OTPs, card security codes or full card details.
If your payment reaches our designated account before the deadline, it will not be treated as late simply because we verify it later. Payment awaiting verification is not final acceptance. We will check your payment, stock availability and quotation promptly and let you know whether your purchase is confirmed or a refund is needed.
4. Written acceptance and item allocation
Following payment verification and the necessary checks, authorised customer service confirms acceptance in writing and issues the receipt/order confirmation identifying the accepted item and price. We then allocate the confirmed item to you. Until then, do not rely on a cart or enquiry as a reservation.
Sales are subject to first-come-first-served availability. Request confirmation of allocation; a displayed stock count is not a live reservation. Once a fixed-price sale is accepted, market movements alone do not change that price. A separate written agreement is needed for any proposed variation.
5. Late, unmatched or declined payments
A late payment does not automatically revive an expired quotation. Customer service may honour the earlier quotation, offer revised terms for your agreement, or decline and refund. An unavailable item cannot be replaced without your agreement. If we decline the transaction, we arrange a full refund of the amount received for it without a Goldfinch Jewelry cancellation deduction, subject to any lawful hold or reversal restriction.
Refunds are normally directed to the verified original payment source. Any necessary alternative must be verified and agreed. We will communicate the refund arrangements and expected processing time; bank settlement times can differ. Refund approval is not evidence that funds have reached you. Contact us if a promised update or refund does not arrive.
6. Cancellations and card authorisation
You are not charged a cancellation fee simply because an unpaid five-minute cart snapshot, ten-minute recorded enquiry price hold or unpaid quotation expires. After your purchase is confirmed, the jewelry returns policy or bullion cancellation policy applies, depending on your item.
This website does not take card payments or place card pre-authorisation holds. Never send card details through WhatsApp. If we offer a new payment method, we will explain how it works before you use it.