Refund and Returns Policy

Overview

Thank you for shopping with NOTHEREAL DESIGN SDN BHD. We take pride in providing high-quality artificial flowers, ribbons, and flower wrapping paper. This policy explains your rights and our procedures regarding returns, refunds, and cancellations.

1. Definitions

For the purposes of this Policy:

  • “Company”, “We”, “Us”, or “Our” refers to NOTHEREAL DESIGN SDN BHD, located at No. 49-01, Jalan Kebun Teh 1, Pusat Perdagangan Kebun Teh, Larkin, 80250 Johor Bahru, Johor, Malaysia.
  • “Customer”, “You”, or “Your” refers to anyone who purchases products from us.
  • “Goods”, “Items”, or “Products” refer to the artificial flowers, ribbons, wrapping paper, and other decorative materials we offer.
  • “Website” refers to our official online store and any associated e-commerce platforms managed by the Company.

2. Return Policy (Within 30 Days)

If you are not completely satisfied with your purchase, you may return eligible items within thirty (30) calendar days from the date you received your order.

Eligibility Conditions:

To qualify for a return:

  • Items must be in original condition, unused, unwashed, and unaltered.
  • Products must be returned in their original packaging and include any accompanying tags, labels, and accessories.
  • A valid proof of purchase (invoice, order confirmation, or receipt) must be included with your request.

Returns that do not meet the above requirements may be refused.

3. Refund Policy

Once your returned item is received and inspected:

  • You will receive an email confirmation regarding the approval or rejection of your refund.
  • If approved, your refund will be processed to your original payment method.
  • Refunds typically take 7 to 14 business days to reflect, depending on your payment provider or bank.

Please note: We do not refund items that are returned damaged due to misuse, or items that are not in their original condition.

4. How to Initiate a Return

To initiate a return:

  1. Email us at nothereal-d@outlook.com within 30 days of receiving your order.
  2. Include:
    • Your full name
    • Order number
    • Reason for return
    • Clear photographs of the product (if applicable)
  3. Wait for a response from our customer service team with return instructions and confirmation.

Please ensure all returned items are securely packed to avoid damage during transit.

5. Cancellation Policy (Within 12 Hours)

We understand that you may change your mind. Orders may be cancelled within twelve (12) hours of placement.

Cancellation Conditions:

  • To request a cancellation, email us at nothereal-d@outlook.com with your order number and full name.
  • Orders can only be cancelled if they have not been processed, packed, or shipped.
  • If the cancellation request is received and approved within the 12-hour window, a full refund will be issued to your original payment method.

Once the 12-hour period has passed or the order has been processed, the cancellation will no longer be possible. In that case, the item may be returned upon delivery in accordance with our return policy.

6. Damaged or Incorrect Items

If you receive an item that is damaged, defective, or incorrect:

  • Notify us within 3 calendar days of receiving the order.
  • Provide your order number and clear photos of the issue via email to nothereal-d@outlook.com.
  • We will investigate the matter and offer a resolution, which may include a full refund or a replacement, depending on stock availability.

7. Exchange Policy

We do not offer direct exchanges at this time. If you would like to get a different item, please return the original product (if eligible) and place a new order separately.

8. Contact Us

For any inquiries regarding your return, refund, or cancellation, you may contact us at:

NOTHEREAL DESIGN SDN BHD
Email: nothereal-d@outlook.com
Address: No. 49-01, Jalan Kebun Teh 1, Pusat Perdagangan Kebun Teh, Larkin, 80250 Johor Bahru, Johor, Malaysia

Our team will respond within 1–2 business days.

9. Policy Updates

We reserve the right to amend this Return, Refund & Cancellation Policy at any time without prior notice. The latest version of the policy will always be available on our website and shall apply to all transactions and returns thereafter.