This Refund and Returns Policy explains the rules, conditions, and process for returns, refunds, exchanges, replacements, and related requests for purchases made through this website. By placing an order through this website, you agree to this Refund and Returns Policy together with the Terms and Conditions and any other applicable policies published on this website.

1. General
All requests for returns, refunds, exchanges, replacements, or order issue resolution are subject to review and approval in accordance with this Refund and Returns Policy.

The right is reserved to refuse any request that does not comply with this policy, including requests made outside the stated timeframe, requests involving used or damaged items not caused by delivery issues, or requests without sufficient supporting information.

Nothing in this policy is intended to exclude rights or protections that cannot lawfully be excluded under applicable law.

2. Eligibility for Return or Refund
A return, refund, exchange, or replacement request may be considered where:

  • the item received is defective or damaged upon delivery;

  • the item received is incorrect;

  • the item is missing from the order;

  • the item is materially different from what was ordered;

  • the return or refund is otherwise required under applicable law.

Any request must be made within the period stated in this policy and must satisfy the applicable conditions.

3. Change of Mind
Returns or refunds for change of mind, preference, or mistaken purchase are not guaranteed and may be accepted only at discretion.

If a change of mind return is accepted, the item must be unused, unopened, in its original condition, with original packaging, tags, accessories, manuals, inserts, and proof of purchase, and must be suitable for resale.

Shipping fees, return shipping costs, handling fees, payment processing charges, or other administrative costs may be deducted or may remain non-refundable where permitted by law.

4. Return Request Period
Any request for return, refund, exchange, replacement, or order issue review should be made within [Insert Number] days from the date of delivery.

For missing items, incorrect items, damaged parcels, or visible delivery issues, notification should be made as soon as reasonably possible after delivery.

Failure to notify within the stated timeframe may result in rejection of the request.

5. Return Conditions
To qualify for a return where a return is accepted, the item must:

  • be in the same condition as received, unless the issue relates to a defect or delivery damage;

  • not be misused, altered, installed, washed, consumed, or damaged by the customer;

  • be returned with original packaging, accessories, tags, labels, manuals, free gifts, and proof of purchase where applicable;

  • be packed securely for return shipment.

The right is reserved to inspect all returned items before approving any refund, exchange, or replacement.

6. Non-Returnable and Non-Refundable Items
Unless otherwise required by law, returns, refunds, or exchanges may not be accepted for:

  • customised, personalised, or made-to-order items;

  • clearance, sale, promotional, or marked down items;

  • perishable goods;

  • digital products, downloadable items, or software keys;

  • gift cards, vouchers, or prepaid credits;

  • personal care, hygiene, cosmetic, or intimate items that have been opened or used;

  • sealed items that are not suitable for return once opened for health, hygiene, or safety reasons;

  • items damaged due to misuse, mishandling, improper storage, unauthorized repair, or normal wear and tear;

  • items returned incomplete or without essential parts;

  • any item stated on the website as non-returnable or non-refundable.

7. Damaged, Defective, Incorrect, or Missing Items
If an item arrives damaged, defective, incorrect, or incomplete, notification should be made within a reasonable time after delivery.

Supporting information may be required, including:

  • order number;

  • description of the issue;

  • photos or videos of the item, packaging, shipping label, and defect or damage;

  • any other information reasonably required for review.

A review will be carried out before deciding whether a refund, replacement, exchange, store credit, partial refund, or other remedy will be offered.

8. Return Approval
A return must not be sent back unless return approval or return instructions have been provided, where applicable.

Unauthorized returns may be rejected, refused, or returned at the sender’s cost.

Where a return is approved, the return instructions, method, and address provided should be followed.

9. Return Shipping Costs
Unless otherwise required by law or unless the return is due to an incorrect item, defective item, or other approved issue attributable to fulfilment error, return shipping costs shall generally be borne by the customer.

Original shipping charges are generally non-refundable unless otherwise required by law or unless the issue was caused by fulfilment error.

If free shipping was provided for the original order, the actual shipping cost incurred may be deducted from the refund amount where permitted by law and where applicable.

10. Inspection and Outcome
Returned items are subject to inspection after receipt.

After inspection, the request may be approved or rejected, in whole or in part, depending on the condition of the item, the nature of the issue, compliance with this policy, and the supporting evidence provided.

Where appropriate, the resolution may include:

  • refund;

  • replacement;

  • exchange;

  • repair;

  • store credit;

  • partial refund;

  • rejection of the claim.

11. Refunds
Where a refund is approved, the refund will generally be processed to the original payment method used for the purchase, unless otherwise agreed or unless not possible.

Refund processing times may vary depending on the payment provider, bank, gateway, card issuer, or financial institution.

No guarantee is given that the refunded amount will appear immediately in the customer’s account.

Any shipping fees, handling charges, payment fees, return shipping costs, or deductions permitted under this policy or under applicable law may be excluded from the refunded amount.

12. Exchanges and Replacements
Where an exchange or replacement is approved, it will be subject to stock availability and operational feasibility.

If the same item is unavailable, an alternative item, store credit, partial refund, or full refund may be offered at discretion or as otherwise required by law.

13. Order Cancellation
Orders may only be cancelled before processing or shipment, and cancellation is not guaranteed.

Once an order has been processed, packed, shipped, handed to a courier, or otherwise prepared for fulfilment, cancellation may no longer be possible.

Where cancellation is accepted, any non-recoverable payment charges, administrative charges, or other reasonable costs may be deducted where permitted by law.

14. Refused Deliveries and Unclaimed Parcels
If an order is refused, unclaimed, abandoned, or returned due to failed delivery, incorrect address, or inability to contact the recipient, any refund may be subject to deduction of shipping fees, return fees, handling costs, storage charges, administrative fees, or other costs incurred.

Refund, if any, may only be processed after the parcel has been successfully returned and inspected.

15. Abuse of Policy
The right is reserved to reject any return, refund, exchange, replacement, or cancellation request where fraud, abuse, manipulation, excessive claims, bad faith conduct, or suspicious activity is suspected.

Access to the website, ordering privileges, or customer accounts may be restricted, suspended, or terminated in such cases.

16. Consumer Rights
This policy shall be read subject to any rights, remedies, guarantees, or protections available under applicable law.

Where any provision of this policy conflicts with a mandatory legal requirement, that legal requirement shall prevail to the extent of the conflict.

17. Changes to This Policy
This Refund and Returns Policy may be amended, revised, updated, or replaced at any time by posting the updated version on this website.

Continued use of this website and continued placement of orders after such changes are posted constitute acceptance of the revised Refund and Returns Policy.

18. Governing Law
This Refund and Returns Policy shall be governed by and construed in accordance with the laws of Malaysia.

Any dispute arising out of or in connection with this Refund and Returns Policy shall be subject to the jurisdiction of the courts of Malaysia, unless otherwise required by applicable law.

19. Severability
If any provision of this Refund and Returns Policy is found to be unlawful, invalid, or unenforceable, that provision shall be severed to the extent necessary, and the remaining provisions shall continue in full force and effect.

A practical little wrench note: for a normal WooCommerce store, a very usable setting is:

  • return request period: 7 days or 14 days

  • change of mind: not accepted

  • defective/wrong item: accepted

  • sale/custom items: non-returnable