RETURN, REFUND & EXCHANGE POLICY

This Return, Refund & Exchange Policy applies to products purchased through this website.

1. Consumer Rights

This policy operates in addition to rights and guarantees available under Malaysian law.

Nothing in this policy excludes, restricts or modifies any consumer right that cannot legally be excluded, restricted or modified.

2. Defective, Incorrect or Non-Conforming Products

Customers should contact us if a product:

  • is materially different from what was ordered;

  • arrives damaged;

  • is defective;

  • does not correspond with its description;

  • is missing an item or component; or

  • otherwise fails to comply with an applicable statutory guarantee.

We may request reasonable supporting information such as:

  • photographs;

  • videos;

  • order details;

  • proof of purchase; or

  • other information needed to assess the issue.

3. Notification

Customers are encouraged to report visible product or delivery problems as soon as reasonably possible.

A request for prompt notification is intended to assist investigation and does not remove any statutory rights available under Malaysian law.

4. Available Remedies

Depending on the circumstances and applicable law, a remedy may include:

  • repair;

  • replacement;

  • exchange;

  • refund;

  • partial refund; or

  • another appropriate remedy.

The appropriate remedy may depend on the nature and seriousness of the issue.

5. Change-of-Mind Returns

Unless the product page or promotion expressly provides a change-of-mind return option, products are generally not returnable solely because the customer:

  • changes their mind;

  • orders the wrong product;

  • orders the wrong size or colour;

  • no longer wants the product; or

  • finds a different price elsewhere.

This does not affect statutory rights relating to defective, misdescribed or non-conforming products.

6. Items Generally Not Eligible for Voluntary Returns

Where voluntary returns are offered, the following products may be excluded unless defective or otherwise required by law:

  • personalised products;

  • customised products;

  • made-to-order products;

  • perishable products;

  • hygiene-related products after opening;

  • sealed products after the seal is broken where resale would be inappropriate;

  • activated digital products;

  • downloadable products;

  • vouchers;

  • gift cards; or

  • clearance or final-sale products where clearly identified before purchase.

7. Return Condition

For voluntary returns, products should normally be:

  • unused;

  • in resaleable condition;

  • accompanied by original packaging where reasonably required; and

  • accompanied by proof of purchase.

Different requirements may apply to statutory claims involving defective products.

8. Return Shipping

For an approved voluntary return, the customer may be responsible for return shipping where clearly stated.

Where a product is defective, materially different from the order or where Malaysian law otherwise requires the supplier to bear the cost, the relevant return or redelivery cost will not be charged to the customer.

9. Return Address

Approved returns should be sent only to the return address provided after the return request has been accepted.

Return Address:

[Insert Return Address]

Products should not be returned before approval has been obtained.

10. Refund Processing

Approved refunds will generally be made to the original payment method unless another lawful arrangement is agreed.

The time required for funds to appear may depend on the:

  • bank;

  • card issuer;

  • payment gateway; or

  • payment method.

Delivery charges will be refunded where required by Malaysian law.

11. Exchanges

Exchanges are subject to product availability.

If the requested replacement is unavailable, another appropriate remedy may be offered.

12. Proof of Purchase

An order number, receipt or other reasonable proof of purchase may be requested before processing a return, refund or exchange.