Effective Date: 1/4/2025 ---- At The Gaharu Interior Fragrance, we strive to ensure your complete satisfaction with every purchase. If you are not entirely happy with your order, we are here to help. Please read our policy carefully to understand your rights and responsibilities. 1. Eligibility for Returns & Refunds We accept returns and provide refunds under the following conditions: - The product is in its original packaging (sleeve and box). - The product shows no signs of use (e.g., no fingerprints, scratches, or residue on the bottle). - The return request is made within 7 days of receiving the product. - The product is faulty, damaged, or incorrect due to our error. Eligibility: - Refunds are only applicable to products purchased directly from our official website or authorized retailers/retail stores. - Products purchased from third-party sellers are not eligible for refunds. Non-Returnable Items: - Products that show signs of use (e.g., fingerprints, scratches, or residue). - Products damaged due to misuse or improper handling by the customer. 2. How to Initiate a Return To initiate a return, please follow these steps: Step 1 : Contact Us: Email us at hello@thegaharu.com within 7 days of receiving your order. Include your order number, product details, proof of purchase/receipt and reason for return. Step 2 : Provide Photos: Submit clear photos of the product (front, back, and sides) to verify its condition. Step 3 : Return Authorization: If approved, we will provide a Return Authorization Number (RAN) and instructions for returning the product. Step 4: Ship the Product: Pack the product securely in its original packaging and include the RAN. Ship it to the address provided. Note: Customers are responsible for return shipping costs unless the return is due to our error (e.g., faulty or incorrect product). For website purchases, we offer a prepaid return label for faulty/damaged items. 3. Inspection Process Once we receive your return, we will: - Inspect the product for signs of use (e.g., fingerprints, scratches, or residue). - Verify that the product is in its original packaging (sleeve and box). - Notify you of the approval or rejection of your refund within 3 business days. 4. Refund Process Approved Refunds: - Refunds will be processed within 14 business days and credited to your original payment method. - For credit card payments, refunds may take up to 21 working days to reflect in your account. - If the order has not been shipped, a 90% refund will be issued (10% administrative fee applies). - Shipping fees are non-refundable unless the return is due to our error. Rejected Refunds: - If the product shows signs of use or damage, it will be sent back to you at your expense. 5. Exchanges We offer exchanges for faulty or incorrect products. To request an exchange: Follow the return process outlined above. - Include a note specifying the replacement product you would like. - We will ship the replacement product once the returned item is received and inspected. 6. Damaged or Defective Products If you receive a damaged or defective product, please contact us immediately at hello@thegaharu.com. Provide photos of the damage and your order details. We will arrange for a replacement or refund at no additional cost to you. 7. Gift Returns If the item was marked as a gift and the recipient wishes to return it: The original purchaser will receive a refund (if eligible) once the product is returned and inspected. Alternatively, the gift recipient may choose to receive store credit for the value of the returned item. Important Notes: Only one form of compensation will be issued per return (either a refund to the original purchaser or store credit to the gift recipient). The choice of compensation must be specified when initiating the return. 8. Consumer Protection Rights This policy is in compliance with the Malaysia Consumer Protection Act 1999 and Malaysia Sale of Goods Act 1957. If you believe your rights have been violated, please contact us for resolution. 9. Contact Us For any questions or concerns regarding returns, refunds, or exchanges, please contact us at: Email: hello@thegaharu.com Address: 9-20 Menara Mutiara Sentral, Cheras Business Center No.2 Jalan Desa Aman 1 56000 Kuala Lumpur