At SYLVIA GLOBAL TRADING SDN. BHD., customer satisfaction and product quality are important to us. This Policy explains the conditions and procedures for returning or exchanging products and requesting refunds or order cancellations.
By purchasing through our website, you acknowledge and agree to the terms stated in this Policy.
1. Return Eligibility
Return requests must be submitted within 30 days from the date the order is received.
To qualify for a return, the product must:
- Be unused, unassembled and in its original condition.
- Remain in its original packaging with all labels attached.
- Include all parts, accessories, manuals and complimentary items.
- Show no signs of misuse, damage, alteration or excessive handling.
- Be accompanied by a valid receipt, invoice or order confirmation.
- Remain suitable for resale.
Returns submitted after the applicable return period may not be accepted.
2. Damaged, Defective or Incorrect Products
Customers may request a return, refund or exchange if:
- The wrong product was delivered.
- The product arrived damaged or defective.
- Parts or accessories are missing.
- The quantity received differs from the quantity ordered.
- The product materially differs from its description on our website.
Customers should inspect all products immediately upon delivery. If an issue is discovered, please contact us and provide your order number, a description of the issue, clear photographs and an unboxing video where available.
Please retain the product and its original packaging until the request has been resolved.
3. Non-Returnable Products
Returns, refunds or exchanges will generally not be accepted for:
- Products that have been used, assembled, altered or modified.
- Products damaged through misuse, negligence or improper storage.
- Items with missing packaging, labels, parts or accessories.
- Clearance, promotional or final-sale products, unless defective.
- Personalised, customised or specially ordered products.
- Products damaged through normal wear and tear.
- Products returned after the applicable return period.
- Products purchased from third-party sellers or platforms.
For hygiene and safety reasons, certain children’s products may not be returnable after their packaging has been opened unless they are defective or incorrectly supplied.
4. Change-of-Mind Returns
Change-of-mind returns may be considered within 30 days, subject to our approval.
The product must remain unused, unopened where applicable and suitable for resale. Original delivery fees, transaction charges and other non-product fees are generally non-refundable.
Minor differences in colour, texture, packaging or appearance caused by lighting, photography or screen settings are not considered defects.
5. Exchange Policy
Approved exchanges are subject to product availability.
If a replacement product is unavailable, we may offer:
- A comparable alternative product;
- Store credit, where applicable; or
- A refund through the original payment method.
If the replacement product costs more, the customer must pay the difference. If it costs less, the remaining balance may be refunded or issued as store credit.
6. Return Procedure
To request a return, refund or exchange:
- Contact us within the applicable return period.
- Provide your order number and reason for the request.
- Include clear photographs or videos showing the issue.
- Wait for our approval and return instructions.
- Securely repack the product with all original parts and accessories.
- Retain the return tracking number until the request is completed.
Products returned without prior approval may be rejected or experience processing delays.
7. Inspection and Refunds
All returned products will be inspected after receipt. If the return is approved, the refund will be issued through the original payment method whenever reasonably possible.
Please allow approximately 7–14 business days for an approved refund to be processed. Additional time may be required by the customer’s bank or payment provider.
The refundable amount will generally be limited to the approved value of the returned product. Original delivery charges and other non-product fees may not be refunded unless the product was damaged, defective or incorrectly supplied.
8. Promotional and Complimentary Items
For products purchased using a voucher or promotional code, the refund will be based on the amount actually paid.
For bundle promotions, all products included in the bundle may need to be returned before a full refund can be issued.
Complimentary items must also be returned unused and in their original condition. If they are not returned, their value may be deducted from the refundable amount.
9. Cancellation Policy
Customers may request to cancel an order within 12 hours after placing it, provided that the order has not been processed, packed, dispatched or handed over to the delivery provider.
Once order preparation or delivery has started, cancellation is no longer available. Personalised, customised or specially sourced products cannot be cancelled after preparation or procurement has begun.
Approved cancellation refunds will be issued through the original payment method. Transaction fees or other charges already incurred may be deducted where permitted by law.
10. Product Safety
Customers should check the recommended age, product instructions, warnings and included components before allowing a child to use a toy.
Adult supervision may be required for products containing small parts. Products must only be used for their intended purpose and according to the manufacturer’s instructions.
Damage or injury caused by misuse, incorrect assembly, lack of supervision or failure to follow safety instructions is not considered a product defect.
11. Governing Law
This Return, Refund and Exchange Policy shall be governed by and interpreted in accordance with the laws of Malaysia.
Any dispute arising from this Policy shall be subject to the jurisdiction of the courts of Malaysia, without limiting any statutory consumer rights available under Malaysian law.
12. Contact Us
For return, refund, exchange or cancellation enquiries, please contact:
SYLVIA GLOBAL TRADING SDN. BHD.
Registration No.: 202501018689 (1620103-T)
Website: sylviaglobaltrading.online
Email: sylvia_GT@outlook.com
Email: sylvia_GT@outlook.com