This Return, Refund and Exchange Policy explains the circumstances under which a return, refund or exchange request may be considered, the supporting evidence customers must provide, and the method and timeline for processing approved refunds.
Please read this policy carefully upon receiving your order. If you discover an issue with an item, please submit your request together with the required supporting evidence within the timeframe stated below.
1. Eligibility for Returns, Refunds and Exchanges
Items sold are generally not exchangeable or refundable. A return, refund or exchange request may only be considered under the following circumstances:
1.1 Wrong Item Received
The merchant has sent an item that is different from the item purchased in the customer’s order.
If you receive the wrong item, please provide your order details and clear evidence of the item received so that the company can compare it with the original order.
1.2 Item Does Not Match the Advertised Information
The item received does not match the specifications, description, features or other information advertised on the website at the time of purchase.
When submitting a request, please explain the discrepancy and provide supporting evidence showing how the item received differs from the advertised information.
1.3 Item Is Spoiled, Damaged or Defective upon Delivery
The item received is spoiled, damaged or defective upon delivery.
Please clearly document the condition of the parcel, packaging and item received. The supporting evidence should show the affected area or issue as clearly as possible to assist the company in reviewing the request.
1.4 Delivery Exceeds the Stated Timeline
Delivery of the purchased item exceeds the delivery timeline stated in the company’s Shipping Policy.
When contacting the company regarding a delivery delay, please include your order details and any available delivery or tracking information relevant to your request.
2. Required Supporting Evidence
Customers requesting a refund must provide the supporting evidence listed below. This information allows the company to identify the order, review the condition of the item and assess the issue reported.
2.1 Clear and Continuous Unboxing Video
Customers must provide a clear, continuous unboxing video showing:
- The parcel before it is opened.
- The shipping label attached to the parcel.
- The external and internal packaging.
- The item received and its condition upon opening.
The recording must clearly show the unboxing process, beginning with the unopened parcel and continuing through to the inspection of the item received.
2.2 Video Showing the First Use
Where applicable, customers must provide a clear video showing the first use of the item.
The video should demonstrate the issue being reported, such as a defect or a failure to function as described. Please ensure that the item and the relevant issue are visible in the recording.
2.3 Photographs and Order Details
Customers must also provide relevant photographs and order details to support their request. These may include:
- The order number or purchase confirmation.
- The name and details of the item purchased.
- Clear photographs of the item received.
- Photographs showing any damage, defect or discrepancy.
- Photographs of the parcel, shipping label and packaging.
2.4 Additional Supporting Documents
The company may request other supporting documents relevant to the issue reported.
Please provide the requested information so that the company can review the request based on the order details and the available evidence.
3. How to Submit a Request
All return and refund requests must be submitted by email to:
To help the company review your request, please include:
- Your name.
- Your order number.
- The name of the affected item.
- A clear explanation of the issue.
- The required unboxing video.
- A video showing the first use of the item, where applicable.
- Relevant photographs and supporting documents.
Please describe whether you received the wrong item, an item that differs from the advertised information, an item that arrived spoiled, damaged or defective, or an order that exceeded the stated delivery timeline.
4. Request Submission Deadline
All return and refund requests must be submitted to the company within 24 hours of receiving the item.
Customers should check their order promptly upon delivery and submit any eligible request together with the required supporting evidence within this period.
Requests submitted after the 24-hour period will not be accepted. Requests submitted without the required supporting evidence will also not be accepted.
5. Review of Requests
The company will review the order details, the issue reported and the supporting evidence provided to determine whether the request falls within the circumstances described in this policy.
Submitting a request does not automatically mean that a return, refund or exchange has been approved. Approval is subject to the company’s review of the request and the required supporting evidence.
The company may contact the customer for clarification or request additional supporting documents relevant to the reported issue.
6. Refund Method
Approved refunds will be credited to:
- The original payment method used for the purchase; or
- The customer’s bank account, as applicable.
Where a refund is made to a bank account, the customer will need to provide the relevant bank account details for processing.
7. Refund Processing Timeline
Once a refund has been approved, it will be processed within 7–14 business days.
The processing time may vary depending on the payment method used and the processing procedures of the relevant bank or payment provider.
The refund processing period begins after the refund has been approved, rather than from the date the request was first submitted.
8. Contact Information
For enquiries or to submit a return or refund request, please contact:
Email: syam_wibawa@outlook.com
Please include your order number and relevant supporting information in your email so that the company can identify your purchase and review your enquiry.