Refund and Returns Policy

This policy applies to handcrafted products purchased through this website in Malaysia.

1. Check Your Order

Please check your order as soon as it arrives to make sure the product, colour, size, design, quantity, and customisation details are correct.

2. Report Issues Within 7 Days

Please contact us within 7 calendar days from the delivery date if your product arrives damaged, defective, incorrect, incomplete, or missing.

3. Eligible Issues

We may review your request when:

  • the wrong product was received;

  • the product arrived damaged;

  • the product has a clear workmanship defect;

  • an item or part is missing; or

  • the product is significantly different from the confirmed order.

4. Change of Mind

We do not accept returns, refunds, or exchanges for change of mind, personal preference, accidental purchases, or no longer wanting the product.

5. Handmade Variations

Each product is handcrafted, so small differences in colour, shape, size, texture, pattern, stitching, painting, print placement, or finishing may occur.

These natural variations make each item unique and are not considered defects.

6. Colour Differences

Product colours may appear slightly different due to lighting, photography, screen settings, material batches, paint batches, or handmade production.

Small colour differences are not eligible for a return or refund.

7. Measurements

Handcrafted products may have small measurement differences.

Please check the product measurements before ordering. Minor measurement differences that do not affect normal use are not considered defects.

8. Customer Selections

Please check the selected colour, size, design, quantity, wording, and product option before completing your order.

Products correctly made according to the customer’s selection are not eligible for return or exchange.

9. Proof Required

Please provide:

  • your order number;

  • a short description of the issue;

  • clear photos or videos of the product;

  • photos of the packaging; and

  • a photo of the shipping label.

10. Keep the Packaging

Please keep the original parcel, protective packaging, product packaging, tags, accessories, and included items until your request has been reviewed.

11. Unboxing Video

An unboxing video is recommended for claims involving damaged, incorrect, incomplete, or missing products.

The video should clearly show the unopened parcel, shipping label, packaging, and products received.

12. Contact Us Before Returning

Please do not return a product before receiving approval and return instructions from us.

Returns sent without approval may not be accepted.

13. Return Condition

Approved returns must be unused, unwashed, unaltered, undamaged, and returned with the original packaging, tags, accessories, and included items.

14. Customer-Caused Damage

We cannot accept returns for products damaged through misuse, accidents, improper cleaning, water exposure, excessive heat, poor storage, unauthorised repair, alteration, or failure to follow care instructions.

15. Custom and Personalised Products

Customised, personalised, engraved, embroidered, printed, painted, or made-to-order products cannot be returned because of change of mind or customer-provided mistakes.

We may review the request if the product does not match the approved details or contains an error caused by us.

16. Return Shipping Costs

For an approved return caused by a damaged, defective, or incorrect product supplied by us, return shipping arrangements will be provided where applicable.

Return shipping costs for any specially approved return not caused by our error may be paid by the customer.

17. Refunds and Replacements

After reviewing the request, we may offer:

  • repair;

  • replacement;

  • exchange;

  • delivery of a missing part;

  • partial refund;

  • full refund; or

  • store credit.

Approved refunds will normally be returned through the original payment method. Processing time may vary depending on the bank or payment provider.

18. Cancellations and Malaysian Consumer Rights

Orders may only be cancelled before materials are prepared or production, customisation, packing, or shipping begins.

Cancellation is not guaranteed once work on the order has started.

This policy is subject to applicable Malaysian consumer laws. Any consumer rights and remedies that cannot legally be excluded will continue to apply.