Return, Refund & Exchange

Customer Sastifaction

At Sugarscarf, your satisfaction is our first priority. We stand behind the quality of our products and will make things right if you are not satisfied with your purchase. We believe that we can work together with our customers to make every purchase a positive experience. Our shipments are carefully inspected before leaving our warehouse. But in the event you received faulty item, simply follow the instructions below.

Important thing to note is that we will not entertain any exchange/refund at boutique if you order online. Please read more below.


Important:

  • All Sales are Final
  • All SALE and promotional-priced items are non-returnable, non-refundable and non-exchangeable.
  • Customers can return damaged/wrong/faulty items (apart from sale items) within 5 days of receipt date for a refund of that item. Any lateness will not be entertained and item(s) will be returned back to the customers.
  • Refunds will be in store credit form ONLY.
  • The refunded amount will be for the price of the item(s) only. Original delivery and handling fees are non-refundable.
  • Orders cannot be cancelled once it is being processed. No refunds and cancellation will be entertained.
  • Customers MUST complete the request returns form here.
  • In all cases, the items returned must be in their original condition, UNWORN, UNALTERED, UNWASHED, UN-IRONED with all the tags and the original packaging. The goods will be inspected once received.
  • The goods are customer’s responsibility until they have reached our warehouse. Please ensure to package your returned items properly in order to avoid damages. This include the boxes, packaging and tags. Sugarscarf is not responsible for any items that are returned with damage.
  • Shipping charges are to be borne by the sender.

Sugarscarf recommends you use a postal service that insures you for the value of the goods you are returning and obtain a proof of posting.


What if I received a damaged Item?

We apologise if the products received was damaged. 

1. Please email us using the contact us form or email us at inquiry@sugarscarf.com as soon as possible.
2. Replacement or refund must be informed as soon as possible.
3. Refunds will be in the form of store credit ONLY. Incase customer want a monetary refund, only 90%  from total price of the product will be refunded.
4. We Prefer Maybank in case you want the value to be in bank transfer.
5. If you choose to have refund instead of replacement, a full refund will be made for item(s) value only, not inclusive of postage charges. 
6. Customer can request for an exchange with any of the items available.
7. Customer needs to send a picture of the faulty items. Upon receiving the item, inspection will be made.

 

I'm not happy with my purchase, can I return and exchange it?

We apologise if the products received was not satisfactory. Yes, you may return it for an exchange with a different design. For the items to be eligible for a return and exchange, they will have to meet these requirements:

  • The item(s) to be exchanged must be notified and returned to us within one week of receiving it.
  • If there are price differences between the returned and new item, e.g: original RM49, new RM59; the charges applicable is RM10 + 10% restocking fees + postage (minimum RM7).
  •  You may change to different product with same value or lesser ( the balance will not be refunded)
  • You can exchange to higher value but you need to topup
  •  Shipping cost have to be born by you in and out. 
  • All item must be packed in original condition and item must be unworn/unwashed. Tag cannot be removed
  • Item will be checked first and let you know if the item can be exchange or not ( in term of condition )
  • For exchanging of size for our Pretty Please collection, a 10% restocking fee is applicable for items that are returned to us after three days of receiving it. If it is returned within 3 days, the restocking fee will be waived.
  • The item must be returned within the stipulated time in the same condition as when it was received in - unused, unwashed, unironed, unaltered and with the tags still attached.
  • Once the item has been posted out, please update us with the tracking number.
  • Do inform us of the item you wish to exchange it with.

Our postage address for returns:

Sugarscarf International Sdn Bhd

No 34-2, 32-2, Jalan Pegaga C U12/C, Desa Alam, 40170 Shah Alam, Selangor

Lateness in Returning Items

  • 10% of the item(s) price will be charged if it is returned to us for more that 5 days after receiving it.
  • Under the rare occasion that the customer failed to return the item within the stipulated time, a valid reason must be provided.

What if I accidentally paid more than once?


It is important that customer do not click the pay button twice even when the browser is not responding. It is best to refresh or cancel the transaction and begin again.


1. Please email us using the contact form as soon as possible, or email inquiry@sugarscarf.com
2. Provide us with your order number.
3. You may choose to have the amount refunded (charges may apply) or have a store credit.
4. Customers are to bear any bank charges due to money transfer between banks (applicable to Malaysian local banks only).
4. 3% from the total value will be deducted for admin fee - if you choose to have the monetary refund.
5. Full refund will be made - If the customer requests for store credit.

If requested by customer, we will refund the monetary value of goods returned to us based on these conditions :

  • 10% of the returned item(s) price will be deducted for handling fee IF the parcel has been sent out.
  •  6% of the returned item(s) price will be deducted for handling fee IF the parcel has NOT been sent out.
  • Customers are to bear any bank charges due to money transfer between banks. (applicable to Malaysian local banks only)
  • Refund process may require 5-7 working days.
  • A full refund is applicable if the item you received is faulty or due to any other errors from our part.


Issue on color resolution / pattern

We have made every effort to display, as accurately as possible, the colors of our products that appear on our website. However, as the actual colors you see will depend on your monitor, we cannot guarantee that your monitor's display of any colour will be accurate. The position of pattern/design may vary slightly from what you see (example : the position of the flowers may be at different places). If you have any doubt on our products, please make your purchase directly from our boutiques to avoid disappointment.

* Currently there is no return policy for 'change of mind' situation. If you purchased from our website, and you don't like it once you've received it, please make sure to purchase it directly in store at one of our boutiques.

* Exchanging with a different product
Case I : exchange code A with code A- YES, possible if stocks are available.
Case II : exchange code A with code B - a 10% restocking fee will be charged, on top of additional shipping charges
* Size is stated. If the purchased item does not fit, exchanging of a different size will be similar of Case II
* Sale items are not eligible for returns, exchanges or refunds.

Please note that any exchanges and refunds of items ordered from our website is not valid at our boutique. We will not take any responsibilities for any exchange and reunds done at our boutique without confirmation from our side.

We have the right to refuse any exchange and refund at our boutique without any confirmation letter or notice from us.

Repeated Returns

We offer a flexible return policy to make your online shopping experience a pleasant one. We do monitor the number of returns made by our customers, and continued returns will be flagged and potentially lead to the suspension of your Sugarscarf.com account.

 

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