Returns & Exchanges

Keep your order reference and the product, packaging and delivery materials. Contact us before sending anything back so we can confirm eligibility and provide the correct return instructions. An unauthorised return may be delayed or sent to the wrong location.

This policy applies to orders placed through this website. If you purchased through another retailer, contact that retailer first because its return process and proof-of-purchase requirements apply.

Unopened and unused products in their original packaging may be returned within 7 days of delivery. An approved change-of-mind refund covers the returned product price only. The original delivery charge is non-refundable, and return postage is arranged and paid by the customer.

For hygiene and safety reasons, a product that has been opened, used, unsealed or removed from its original packaging is not eligible for a change-of-mind return, unless it is damaged, defective or incorrect or applicable law provides otherwise.

If your order arrives damaged, appears defective, or you receive an incorrect product, please contact us as soon as reasonably possible. If photographs are required to assess the item, send them through our official WhatsApp channel at +60 12-211 3079 together with your order reference.

Keep the affected product and packaging until we confirm the next step. Depending on the circumstances and your legal rights, we may offer a replacement, exchange, refund or another appropriate remedy. Nothing in this policy limits rights you may have under applicable Malaysian consumer law.

Contact our team by the contact form on this website, WhatsApp +60 12-211 3079 or telephone +60 3-5020 6296. Please include your order reference and the item concerned. Send any requested photographs of the item and its packaging through our official WhatsApp channel at +60 12-211 3079.

Tell us whether you are requesting cancellation, return, exchange, replacement or refund and explain the reason. We may ask for the delivery date, batch or packaging details, and photographs reasonably needed to assess the request.

Our team will confirm whether a return is required, where to send it, any applicable postage responsibility and the next steps. Pack returned items securely and retain proof of postage until the matter is resolved.

Returned products may be checked against the approved request. A change-of-mind return must reach us unopened, unused and in its original packaging. If its condition does not meet those requirements, we will contact you before deciding the request.

An exchange is subject to replacement stock. If an approved replacement is unavailable, we may offer a refund or another remedy agreed with you and consistent with Malaysian consumer law.

Approved refunds are returned to the card used for the original payment. We do not issue a cash refund for a card purchase. Once the refund is accepted for processing, the time it takes to appear on your statement depends on your bank or card issuer.

For damaged, defective or incorrect goods, the original delivery charge is refunded when the whole order is returned. If only part of an order is affected, we will provide the appropriate replacement, refund or other remedy for the affected item in line with Malaysian consumer law.

For an approved change-of-mind return, the refund covers the returned product price only. The original delivery charge and customer-paid return postage are not refunded.

If you wish to cancel an order, contact us as soon as possible. If the order has not yet been dispatched, we will cancel it and refund the full amount.

If the order has already been dispatched, it cannot be stopped under the pre-dispatch cancellation process. You may request a return after delivery if the applicable conditions are met.

For a paid backordered item that has not been dispatched, contact us to request cancellation of the outstanding item. We will confirm the amount and next step before processing it.

We record approved refunds against the original order and submit card refunds through Stripe. We will communicate the refund status using the checkout email where available. A status of Sent means the message was accepted for sending; it does not prove delivery to the inbox.

We retain the order, request, decision and refund record for two years from the later of the transaction, closure of the matter or last recorded activity, unless a longer period is required by law or an unresolved dispute.

This policy provides our operational process and does not replace or limit any mandatory guarantee, remedy or other right available under applicable Malaysian consumer law. If these terms conflict with a right that cannot be excluded, that legal right prevails.

For questions about a return or exchange, contact us by the contact form on this website, WhatsApp +60 12-211 3079 or telephone +60 3-5020 6296.