Refund, Exchange & Return Policy :
Dear valued customers, please note that our store does not offer refund, exchanges or returns without a valid reason. Kindly read the following terms carefully as your agreement.
When can I ask for a refund, exchange & return ?
Refund, Exchange & Return of the item only available or acceptable when the item received by you has obvious defects and/or the item has been wrongly sent out.
T&C Online/Store Walk-in of Return :
- Exchange is allowed for normal priced items within 3 days from the date of purchase. ( Store Walk-in )
- Kindly contact us on FB Messenger or IG DM within 3 days upon receiving the parcel by submitting your Order ID and a photo of the defective and/or wrong item. ( Online )
- All Item(s) must be returned in original condition as shipped (unaltered, unworn, unwashed, perfume, clothing tags must remain attached) Any item that is not in resealable condition will not be eligible for exchange.
- If the returned item is found to be worn, washed, stained, or otherwise not in resellable condition, the exchange request will be rejected and the item will be returned to the customer. The shipping cost incurred will be borne by the customer.
- For hygiene reasons, we do not accept returns for swimwear and accessories such as jewellery, sunglasses, bralette, cami top and etc unless deemed faulty.
- Color of products may varies due to lighting used compared to actual products. It may appear darker or lighter. Exchanges or Refund due to this reason will not be entertain.
- Please make sure size that you order is correct before the payment as we can't provide size exchange once your payment is done . There might be 1cm-3cm differences in the measurements given due to the different stretchable quality of the material. Exchanges or Refund due to this reason will not be entertain.
- All measurements are taken manually. Please allow a 1–3cm measurement variance, which may occur due to different measuring methods. This difference is considered normal and will not be regarded as a defect.
- If an item is confirmed to be defective, customers may choose to exchange it for the same product or receive a refund. The final decision on whether an item is considered defective will be determined by our team.
- Please take note that all discount code / promotion items are non-returnable & non-exchange .
- Reason such as (Do not like the item / item does not fit or suit /color differ / quality or real product not up to expectation will not be entertain for Refund, Exchanges or Refund .
- Please note that we do not accept returns if the size doesn't fit you as measurements are clearly stated on the webstore.
- Not applicable for Sale items, accessories and specifically stated non-returnable / non-exchange items.
- Orders placed using discount codes are not applicable for exchange and returns.
- Items must be shipped back to us within 5 working days upon item received, no returns accepted after this period.
- Buyers are responsible for the returned items until we received.
- All return/exchange request will be processed within 3 working days upon receipt of returned items.
- We reserve the right to reject any returned item if it doesn't meet all mentioned conditions.
- All returns which do not meet the above-mentioned criterias will be strictly declined and forfeited.
- If the request meets the requirements of our return policy, the return shipping fee will be borne by the seller. If the request does not meet the requirements of the return policy, the return shipping fee will be borne by the customer.
- If item are still in-stocks, will arrange for one-to-one exchange. If items are no longer in-stocks, will offer a replacement item or refund.
- No refund will be issued if the price of the item is lower than the original item.
- We only accept shipping return parcel by courier ( JNT EXPRESS, POS LAJU only ) borne by seller. If other courier shipping cost incurred will be borne by the customer . However, we are not responsible for any loss happened until we receive the item.
How can I proceed to refund, return, and exchange the item within 3 Days of Receiving Parcel?
1. Kindly contact us on FB Messenger or IG DM within 3 days upon receiving the parcel by submitting your Order ID and a photo of the defective and/or wrong item.
2. Our customer service team will reply to you as soon as possible. Once the refund, return and exchange is approved by us, kindly arrange the return of the item within 5 days from the day you receive the item. Any return of the item exceeding 5 days from the day you receive the item is not acceptable.
We will not be responsible for any lost parcels during the return shipping process. Customers are advised to contact the courier or postal service used for further assistance.
3. Once the item got returned to our warehouse, we will check the condition of the item. To be eligible for a return, your item must be unused and/or unwashed and in the same condition that you received it with the hang tag on.
NOTES⚠️ :
- We will reject all packages that do not include the Facebook & IG name and bill order number.
- Items must be shipped back to us within 5 working days upon item received, no returns accepted after this period.
- Please note that return parcels may take up to 5 working days to be processed.
- Once return request approved, please contact us to send shipping cost receipt and update the tracking number of return parcel.
- All refund, exchange & return policies are applicable only within Malaysia.
- Each order number is eligible for one refund, exchange & return only.
How long will I receive my refund?
- Once all the above steps are complete, we will start the refund process.
- You will receive your refund to your account within 3-5 days. ( If didn’t receive kindly spam chat us for refund )
Refund Pre-Order Thailand 🇹🇭 (This applies only to products that’s out of stocks)
- Refund will be issued at 3-5days after confirmation.
- The amount of refund is equivalent to the amount of payment you have done.
V X ASH STUDIO reserves the right to amend the terms from time to time with our prior notice.