Return, Refund and Exchange Policy

Return, Refund and Exchange Policy

Customers must contact us within 24 hours of receiving an order if an item is damaged, incorrect, missing, defective on arrival, or materially different from the confirmed order details.

Returns and exchanges are considered for unused baju kurung, baju melayu, traditional apparel, accessories, and related clothing items that remain in original condition with packaging, tags, labels, accessories, and proof of purchase included where applicable.

Items that have been used, washed, worn, altered, stained, perfumed, damaged by misuse, missing tags, missing packaging, custom-sized, or affected by hygiene concerns are not eligible for return unless the issue is caused by our error or a verified product defect.

Customers should provide clear photos or videos of the item, packaging, waybill, defect area, size label, and order details within 24 hours so the case can be reviewed fairly. We may request further information if the issue is unclear.

Approved exchanges depend on stock availability. If the same item is unavailable, we may offer a suitable replacement, store-credit arrangement, or refund depending on the confirmed issue and order status.

Approved refunds will be processed after review and, where required, after the returned item is received and inspected. Refund timing may also depend on the original payment channel, bank, or payment provider.

Customers are responsible for checking size, measurements, colour, fabric, design, care requirements, and product suitability before purchase. Minor colour differences may occur because of lighting, screen display, fabric batches, or photography conditions.

Return shipping responsibility will be reviewed based on the issue. If the return is due to our confirmed error or a verified product defect, we will advise the next steps. If the return is due to customer preference, incorrect size selection, or address/customer error, additional costs may apply.

For questions about this policy or an order, customers may contact us at utasniaga@outlook.com.