Returns & Exchange Policy
We value customer satisfaction greatly and strive to offer the best experience possible. If you wish to return or exchange an item, we have implemented a 14-days return policy. This means you have a period of 14 days starting from the day you receive your item to request a return or exchange.
To initiate a return/exchange, please get in touch with us at firstname.lastname@example.org with your name, phone number, proof of order as well as why you would like to return or exchange your product. For further inquiries, our customer service representatives will assist you during our working hours from 10:30am to 5:30pm (MYT) from Monday to Friday.
Please note that this exchange and return policy only applies to products purchased directly from our store. If you have purchased our products through a third-party retailer, their return and warranty policies may apply. We recommend contacting the respective retailer to understand their specific terms and conditions regarding exchanges, returns, and warranties.
Terms and Conditions
- When returning/exchanging items, please ensure they are in the same condition as when you received them, with intact tags and in their original packaging.
- Returned items must not be soiled, washed, or altered, and should show no visible signs of wear or tear.
- For exchanges, you are only required to send back the items you wish to exchange. You may keep any free gifts included in your original order.
- Refunds are only applicable when:
- If any Product has been delivered in a damaged or defective condition
- If the wrong Product which is different from the Order is delivered
- In the case of refund requests, any free gifts or complimentary items received with the purchase must be returned as well. Failure to return these items may result in a deduction from the refund amount.
- STRICTLY NO REFUNDS for any shipping & handling charges. The return or exchange postage cost will be borned by the customer unless otherwise specified.
- Refunds are only provided after products are received and processed at our warehouse.
- Airdry Microfiber reserve the rights to reject a refund or exchange requests for returned item(s). Please note we can only grant exchanges once.
Please note that we reserve the right to cancel an order in certain situations, such as if the product becomes unavailable, if there are pricing errors, or if fraudulent activity is suspected. In such cases, we will notify you promptly and provide a full refund if applicable.
Exceptions / Non-Returnable items:
- Free gifts, Final sale items, Clearance items, Giveaways are non-returnable and non-refundable. Please carefully review the product description before purchasing item.
- Personalized or Customized Items: Customised apparels are strictly non-refundable and non-exchangeable. Due to the personalized nature of custom apparels, we generally do not offer refunds or exchanges unless there are defects in materials or workmanship that are attributable to our production process. However, If you receive a custom apparel with defects or errors that are a result of our production process or materials used, please contact our customer support within a 7 days from the date of delivery. We may request supporting evidence, such as photographs, to assess the issue. If the defect or error is confirmed, we will work with you to provide a satisfactory resolution, which may include a replacement or refund.
- Intimate Apparel: For hygienic reasons, intimate apparel such as underwear, swimwear bottoms, and hosiery cannot be returned or exchanged. Please ensure that you carefully select the correct size before making a purchase.
- Masks: Due to health and safety concerns, masks cannot be returned or exchanged. Please ensure that you review the product description and select the appropriate size and style before making a purchase.
- Gift Cards: Gift cards purchased from our store are non-refundable and cannot be exchanged for cash.
How do I return/exchange my order?
- Via Postal Service:
- Please Contact us through the Customer Service Team at 012-2734863 (Whatsapp Only) or email us at email@example.com and will assist you through the process.
2. You can return your item in-store:
- Address: R-1-1, D’sara Sentral, Jalan Welfare, Kampung Baru Sungai Buloh, Seksyen U19, 40160, Shah Alam, Selangor Malaysia
- We are open from 9:00am - 5:00pm (MYT). Please contact us before heading to our store to exchange, as we may not have the product that you would like to exchange to.
Before proceeding with postal service or returning items to our store, we kindly request that you contact us in advance so that we can assist you with the return or exchange process. It is important to provide your proof of order when contacting us. Please note that we strictly adhere to our return policy and will only accept returns that meet the specified criteria. Return items without notification will not be accepted.
In the case of defective products:
We deeply apologise for any defects or errors on your product. We take great pride in the quality of our products, each item undergoes thorough inspection to ensure it meets our quality standards.
We’d love to rectify this and replace the item for you. Please email us a clear picture of the defect at firstname.lastname@example.org for us to initiate the replacement process as soon as possible.
Processing your Refund/Exchange
To process your refund or exchange, please allow us up to 10 working days to assess your returns from the time we receive them. Once approved, the refund will be issued through the original payment method used for the purchase. It's important to note that the time it takes for your bank or credit card company to process and reflect the refund may vary. We appreciate your patience and understanding during this process.
For any additional queries, please feel free to reach out to us at email@example.com. Our customer support team is available to assist you from Monday to Friday, between 10:30am and 5:30pm (MYT). Simply leave your questions with us, and we will respond to you as soon as possible.