Return, Refund & Exchange ( updated JAN 2020)
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 without informing our online team first
In order to protect between us and you as a customer, we have included a box when checkout for you to accept our terms and conditions of any use at this website.
For more information please read more below.
- All Sales are Final.
- No cash refund except for no-stock item(s) . Refund process will take within 30 days.
- No cash refund on any defective items. We will do exchange only.
- No refund on issue for example on situations : change of mind or just don't like the item. But, we are willing to help on you on exchange.
- No refund on parcel bounce back to us. We do only store credit
- No cash refund on not suitable, not match, change mind situation
All SALE and promotional-priced items are non-returnable, non-refundable and non-exchangeable.
- Please keep in mind that sale item may be have a slightly defect less than 5% but un-noticable when wearing ( for example unperfect stitching )
- Since our item are all custom prints there are maybe 1%-5% imperfect on printing side not noticeable
- 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.
- Orders cannot be cancelled once it is being processed. No refunds and cancellation will be entertained.
- 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 will not be responsible on missing parcel / lateness / return back due to third party delivery partner. However we will help you on the process to track and enquire on your parcel.
- 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?
( this term not including SALE ITEM , as-is or any item we already mentioned there is minimal defect in product details )
Firstly, we apologise if the products received was damaged.
1.Please email us using the contact us form or email us at email@example.com as soon as possible.
2. Replacement must be informed as soon as possible within 3 days after receiving.
3. NO REFUND. Only exchange, this is to avoid worn item returns and want a money back. It is easily to do on hijab and we have encountered many do that.
4. Customer can request for an exchange with any of the items available only with same value or higher.
5. Customer needs to send a picture of the faulty items. Upon receiving the item, inspection will be made.
6. Return postage will be return in store-credit only
I'm not happy with my purchase, can I return and exchange it?
( not applicable on sale item)
We apologise if the products received was not satisfactory. Yes, you may return it for an exchange with other product. No monetary refund and sales items are not eligible for this term.
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 Total Value + 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 )
- 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.
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 firstname.lastname@example.org
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
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.
- Refund process will take within 30 days.
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.
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