# Shipping & Delivery Terms & Conditions
## 1. Order Processing
* All orders are processed after payment has been successfully received and verified.
* Orders are typically processed within 1–3 working days unless otherwise stated.
* Orders placed during weekends, public holidays, promotional periods, or peak seasons may require additional processing time.
## 2. Delivery Coverage
* We currently deliver within Malaysia unless otherwise specified.
* Delivery availability may vary depending on courier service coverage areas.
## 3. Shipping Fees
* Shipping charges are calculated based on delivery location, parcel weight, and courier rates.
* Shipping fees will be displayed during checkout before payment confirmation.
* Free shipping promotions are subject to specific terms and minimum purchase requirements.
## 4. Estimated Delivery Time
Estimated delivery timelines:
* West Malaysia: 1–5 working days
* East Malaysia: 3–10 working days
Delivery timelines are estimates only and may be affected by:
* Courier delays
* Weather conditions
* Public holidays
* Customs clearance
* Incorrect shipping information provided by customers
We shall not be held liable for delays caused by third-party courier services.
## 5. Incorrect Shipping Information
Customers are responsible for ensuring that all shipping details provided are accurate and complete.
If an order is returned due to:
* Incorrect address
* Incomplete contact information
* Failed delivery attempts
Additional shipping charges may apply for re-delivery.
## 6. Delivery Attempts
Courier services may attempt delivery multiple times depending on their policies.
If the customer fails to receive the parcel after repeated delivery attempts:
* The parcel may be returned to us
* Re-shipping charges will be borne by the customer
## 7. Risk & Ownership
Risk of loss and ownership of products pass to the customer upon successful delivery to the shipping address provided.
## 8. Parcel Inspection
Customers are advised to inspect parcels upon receiving them.
If the parcel appears:
* Damaged
* Opened
* Leaking
* Tampered with
Please report the issue immediately with:
* Photos/videos of the parcel
* Order number
* Proof of damage
Failure to report within 24 hours may affect claim eligibility.
## 9. Delayed or Lost Parcels
If a parcel is delayed or believed to be lost:
* Customers should contact us within 7 days from the estimated delivery date.
* We will assist in coordinating with the courier company.
However, compensation decisions are subject to courier investigation results.
## 10. Refusal of Delivery
We reserve the right to refuse or cancel orders due to:
* Suspected fraudulent transactions
* Incomplete payment
* Product availability issues
* Delivery restrictions
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# Return & Refund Policy
## 1. General Policy
We aim to ensure all customers receive products in good condition. If you encounter any issue with your order, please contact us for assistance.
## 2. Eligibility for Returns
Returns may only be accepted under the following conditions:
* Wrong item received
* Damaged item received
* Defective product
* Missing item from order
Requests must be submitted within 24–48 hours after parcel delivery.
## 3. Non-Returnable Items
The following items are strictly non-returnable and non-refundable:
* Opened or used products
* Perishable goods
* Customized/personalized items
* Clearance/promotional items
* Items damaged due to misuse or improper handling
## 4. Return Request Requirements
To process a return request, customers must provide:
* Order number
* Clear photos/videos of the item
* Photos of packaging
* Description of issue
Failure to provide sufficient evidence may result in rejection of the request.
## 5. Return Approval
All return requests are subject to review and approval.
We reserve the right to:
* Reject unreasonable claims
* Request additional information
* Determine whether replacement, store credit, partial refund, or full refund is appropriate
## 6. Refund Process
Approved refunds will be processed via:
* Original payment method
* Bank transfer
* Store credit
Refund processing time may vary between 7–14 working days depending on payment providers and banks.
## 7. Return Shipping Costs
* If the error is caused by us, return shipping costs may be covered or reimbursed.
* If the return is due to customer reasons, shipping fees are non-refundable and return shipping costs will be borne by the customer.
## 8. Exchange Policy
Exchanges are subject to stock availability.
If the requested replacement item is unavailable, alternative compensation may be offered.
## 9. Limitation of Liability
We shall not be liable for:
* Indirect or consequential losses
* Courier-related delays or damages
* Allergic reactions or improper product usage
* Minor packaging imperfections that do not affect product functionality
## 10. Contact Information
For return or delivery issues, please contact our customer support team with your:
* Full name
* Order number
* Contact information
* Supporting photos/videos if applicable