Return, Refund & Exchange Policy

Return, Refund & Exchange Policy

At NOVA KASTURI SDN BHD, we assess return, refund and exchange requests fairly and in accordance with applicable Malaysian law.

When a Request May Be Made

We do not ordinarily accept returns, refunds or exchanges for a change of mind, personal preference, or an incorrectly selected size or colour where the item supplied matches your order and its advertised description.

A request may be made where:

  • We supplied the wrong item.
  • The item received does not match the specifications, description, features or other information advertised on our website.
  • The item was damaged, defective or otherwise unfit upon delivery.
  • Delivery exceeded the timeline stated in our Shipping Policy.

These conditions do not exclude other remedies available under applicable law.

Reporting an Issue

Please email novakasturi@outlook.com within 24 hours of receiving the item where reasonably possible. Include your order number, a description of the issue and the resolution requested.

For a late or undelivered order, contact us once the published delivery timeline has expired.

The 24-hour reporting period helps us investigate promptly. It does not remove statutory rights, including rights relating to defects that could not reasonably be identified immediately.

Supporting Evidence

To help us assess your request, please provide:

  • A clear, continuous unboxing video showing the unopened parcel, shipping label, packaging and item received, where available.
  • A clear video showing the first use of the item, where applicable.
  • Relevant photographs, order details and any other reasonably necessary supporting information.

For clothing, do not wash, alter or continue wearing an item after discovering a fault. Trying on clothing to check fit does not require a first-use video.

If a requested video is unavailable, contact us with the evidence you have. We will assess the circumstances and any applicable legal rights rather than automatically rejecting the request solely because a video is missing.

Returning an Item

Please contact us before sending an item back. We will provide the return address and instructions after assessing your request.

Keep the item, tags and packaging where reasonably possible. Missing original packaging does not by itself remove rights relating to a faulty or incorrectly supplied item.

For an approved return caused by our error or a confirmed product fault, we will arrange return shipping or reimburse reasonable agreed return postage.

Assessment and Resolution

We may need to inspect the item before confirming the appropriate remedy. Depending on the issue, availability and applicable law, the resolution may include a replacement, exchange, repair or refund.

Damage caused by misuse, improper washing, unauthorised alterations or normal wear is not ordinarily covered.

Refund Method and Timing

Approved refunds will be returned to the original payment method unless you request an alternative method and we confirm that it can be supported.

We will initiate the refund within [confirm number] business days after approval and, where reasonably required, receipt and inspection of the returned item. Your bank or payment provider may require additional processing time.

Nothing in this policy excludes or restricts rights or remedies that cannot lawfully be excluded under Malaysian law.