At CANTIKLAGI SDN. BHD., we want our customers to be satisfied with every purchase. This Return, Refund and Exchange Policy applies to clothing, shoes, bags, fashion accessories, bottles, umbrellas and other lifestyle products purchased through our website.
Return requests must be submitted within 30 days from the date the order is received. To qualify for a return, the product must be unused, unworn, unwashed and in its original condition. All original packaging, labels, tags, accessories and complimentary items must be included. Customers must also provide valid proof of purchase, such as an order confirmation, receipt or invoice.
A return, refund or exchange may be requested if the wrong product was delivered, the product arrived damaged or defective, parts or accessories are missing, the quantity received is incorrect, or the product materially differs from its description on our website. Customers should inspect their orders immediately after delivery and contact us as soon as reasonably possible if an issue is discovered.
Clothing, shoes, bags and fashion accessories will not be accepted for return if they have been worn, washed, altered, stained, damaged or used. Products must be returned with all tags attached and must be free from perfume, makeup, deodorant, pet hair and other marks. For hygiene reasons, certain personal-wear products cannot be returned after their packaging or hygiene seal has been opened unless the product was defective or incorrectly supplied.
Customers are responsible for reviewing the available size charts, measurements, colours and product descriptions before placing an order. Minor differences in colour, texture or appearance caused by lighting, photography or screen settings are not considered defects. A return due to incorrect sizing may be considered only if the product remains unworn, unwashed and in its original condition.
Bottles, tumblers and other drinkware must remain unused and unopened to qualify for a change-of-mind return. Used drinkware cannot be returned for hygiene reasons unless it was defective upon delivery. Umbrellas and similar lifestyle products must not show signs of use, impact damage, improper handling or exposure to unsuitable conditions.
Change-of-mind returns may be considered within the applicable return period, subject to our approval. The product must remain in a condition suitable for resale. Original delivery charges, transaction fees and other non-product charges are generally non-refundable for change-of-mind returns.
Clearance, promotional and final-sale products are not returnable unless they are damaged, defective or incorrectly supplied. Personalised, customised, specially ordered or altered products are also not eligible for return or exchange after preparation has started.
Approved exchanges are subject to product availability. If the requested replacement is unavailable, we may offer a suitable alternative product, store credit or a refund through the original payment method. If the replacement product costs more, the customer must pay the difference. If it costs less, the remaining balance may be refunded or issued as store credit.
To request a return, refund or exchange, customers must email us with their order number, a clear explanation of the issue and supporting photographs. An unboxing video may also be requested for damaged, defective, missing or incorrectly supplied products. Customers must wait for approval and return instructions before sending any product back. Returns submitted without prior approval may be rejected or delayed.
All returned products will be inspected after receipt. If the product meets the applicable return conditions, the return, refund or exchange will be approved. Products that have been used, worn, washed, altered, damaged or returned incomplete may be rejected.
Approved refunds will be issued through the original payment method whenever reasonably possible. Customers should allow approximately 7–14 business days for the refund to be processed. Additional time may be required for the customer’s bank, card issuer or payment provider to credit the amount.
For products purchased using a voucher, discount or promotional code, the refund will be based on the amount actually paid. Products purchased as part of a bundle may need to be returned together before a full refund can be issued. Any complimentary item included with the purchase must also be returned unused and in its original condition.
Cancellation Policy
Customers may request to cancel an order within 12 hours after placing it, provided that the order has not been processed, packed, dispatched or handed over to the delivery provider. Once order preparation or delivery has started, the order can no longer be cancelled.
Personalised, customised, specially sourced or altered products cannot be cancelled after preparation or procurement has begun. Approved cancellation refunds will be issued through the original payment method, although transaction fees or other charges already incurred may be deducted where permitted by law.
Governing Law
This Return, Refund and Exchange Policy shall be governed by and interpreted in accordance with the laws of Malaysia. Any dispute arising from this Policy shall be subject to the jurisdiction of the courts of Malaysia, without limiting any statutory consumer rights available under Malaysian law.
Contact Us
For return, refund, exchange or cancellation enquiries, please contact:
CANTIKLAGI SDN. BHD.
Registration No.: 202501030315 (1631727-P)
Email: cantiklagi@outlook.com