EID 2024: TERUS TUMBUH IS NOW AVAILABLE TO PURCHASE! DISCOVER THE COLLECTION TODAY
ALL EID ITEMS WILL BE SHIPPED OUT STARTING 22 FEBRUARY 2024
GET 10% OFF EID PURCHASES. USE PROMO CODE TTRAYA2024 AT CHECKOUT. VALID TILL 23 FEB 2024

RETURN & EXCHANGE POLICY


Our policy lasts 14 days. If 14 days have gone by since your delivery date, unfortunately, we can’t offer you a refund or exchange.

 

RETURN & EXCHANGE TO DIFFERENT COLOURS, SIZES OR DESIGNS

  • If you have bought the wrong color, size, or design, you can return and exchange the order within 14 days of receiving the items (subject to stock availability).
  • To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging and internal labels must be intact.
  • Strictly no returns are accepted if the items are faulty after washing or use.
  • To proceed with the return, log in to your account using the email that you used to purchase with us. Click on the order that you would like to return. Select the 'Request Return' button and proceed to submit the return request for the desired items.
  • If you are a Malaysian customer, you are eligible for Free Return. Once your Return Request is approved, you will receive a NinjaVan airway bill via email. You can either print the airway bill and patch it on top of the return parcel or write the airway bill number on the parcel. You can drop off your parcel at the nearest NinjaVan outlet or request pickup. If you prefer to use your own courier, please email us the tracking number. If you prefer to do a self-return at our studio, you may request it in the additional notes column.
  • If you are an international customer, the postage fee will be covered by you. Once your Return Request is approved, you will need to use your own courier to return your parcel.
  • Once your original order is received and inspected, we will send you an email to notify you that we have received it. 
  • We will proceed to refund your order in store credit. You will receive an email with a store credit code.
  • Next, you have to create a new order based on your exchange request. 
  • Please fill in the store credit code in the 'Discount Code' field to claim your store credit and proceed with payment for an additional fee, if any (shipping fee or additional order).
  • The store credit has no expiry date and you may still use the remaining amount for your next purchase anytime. 
  • Returns and exchanges for these reasons can only be done once for one order. 

 

RETURNS & EXCHANGES DUE TO FAULTY PRODUCTS OR INCORRECT ITEMS RECEIVED

  • If you have received a faulty product (any damaged, torn, or stained products overlooked by us) or if you have received incorrect items, you can return and exchange the order within 14 days of receiving the items.
  • To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging and internal labels must be intact.
  • Strictly no returns are accepted if the items are faulty after washing or use.
  • Please prepare photos of the defective/incorrect items.
  • To proceed with the return, log in to your account using the email that you used to purchase with us. Click on the order that you would like to return. Select the 'Request Return' button and proceed to submit the return request for the faulty items. You will need to attach the defect/incorrect items photos.
  • If you are a Malaysian customer, once your Return Request is approved, you will receive a NinjaVan airway bill via email. You can either print the airway bill and patch it on top of the return parcel or write the airway bill number on the parcel. You can drop off your parcel at the nearest NinjaVan outlet or request pickup. If you prefer to use your own courier, please email us the tracking number.
  • If you are an international customer, once your Return Request is approved, you will need to use your own courier to return your parcel.
  • Once your original order is received and inspected, we will send you an email to notify you that we have received it.
  • Postage charge for return & exchange for these reasons will be covered by us. Please provide us with the postage fee receipt in the email reply.
  • We will proceed to refund your order + exchange postage fee in store credit.
  • Next, we will create a new order for you using the store credit and ship the new order to you.
  • The store credit has no expiry date and you may still use the remaining amount for your next purchase anytime, if any.

 

RETURNS IN EXCHANGES TO STORE CREDIT

If you feel like the product is not right for you in any way, you can return the product to us in exchange for store credit within 14 days of receiving the parcel.

  • To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging and internal labels must be intact.
  • Strictly no returns are accepted if the items are faulty after washing or use.
  • To proceed with the return, log in to your account using the email that you used to purchase with us. Click on the order that you would like to return. Select the 'Request Return' button and proceed to submit the return request for the desired items.
  • If you are a Malaysian customer, you are eligible for Free Return. Once your Return Request is approved, you will receive a NinjaVan airway bill via email. You can either print the airway bill and patch it on top of the return parcel or write the airway bill number on the parcel. You can drop off your parcel at the nearest NinjaVan outlet or request pickup. If you prefer to use your own courier, please email us the tracking number. If you prefer to do a self-return at our studio, you may request it in the additional notes column.
  • If you are an international customer, the postage fee will be covered by you. Once your Return Request is approved, you will need to use your own courier to return your parcel.
  • Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund in store credit.
  • If your refund is approved, then your refund in store credit will be processed and an email will be sent to you within 3 working days.
  • Please note that your refund in store credit is not inclusive of the original shipping cost.

 

REFUNDS TO ORIGINAL METHOD OF PAYMENT DUE TO FAULTY PRODUCTS

  • Refunds to the original method of payment are allowed only due to manufacture faults by us such as overlooked stains, torn and broken zip, etc.
  • Strictly no refunds if the items are faulty after washing or use.
  • To proceed with the return, log in to your account using the email that you used to purchase with us. Click on the order that you would like to return. Select the 'Request Return' button and proceed to submit the return request for the desired items.
  • If you are a Malaysian customer, once your Return Request is approved, you will receive a NinjaVan airway bill via email. You can either print the airway bill and patch it on top of the return parcel or write the airway bill number on the parcel. You can drop off your parcel at the nearest NinjaVan outlet or request pickup. If you prefer to use your own courier, please email us the tracking number.
  • If you are an international customer, once your Return Request is approved, you will need to use your own courier to return your parcel.
  • Postage charge for return & exchange for these reasons will be covered by us. Please provide us with the postage fee receipt in the email reply.
  • Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund request.
  • If your returns are approved, then your refund request will be processed to your original method of payment or via store credit refund within 10 business days.
  • Please note that your refund is not inclusive of the original shipping cost.

     

    SALE ITEMS

    • Only regular-priced items are eligible for exchange and refund, unfortunately, sale items strictly cannot be exchanged and refunded.

     

    GIFTS

    • If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
    • If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

     

    NEED MORE HELP?

    Email us at hello@anaabu.co if you have any questions. We are happy to help!