We want you to be happy with every purchase from Naseehat. Every order is checked before it leaves our warehouse, but if something is wrong with your order, this policy explains what we will do.
This policy applies to orders placed on naseehat.my. It does not affect your rights as a consumer under Malaysian law, including the Consumer Protection Act 1999.
1. Summary
Damaged, defective or wrong item: tell us within 7 days of receiving your order and we will replace it free of charge, or refund it if a replacement is not available.
Change of mind: no refund. Unused items may be exchanged once within 7 days, at your own shipping cost.
Sale and promotional items: final sale, unless the item is damaged, defective or wrong.
Refunds: made to your original payment method within 14 business days after approval.
2. Damaged, Defective or Wrong Items
If you receive an item that is damaged, defective, incomplete or not what you ordered:
Contact us by email or WhatsApp within 7 days of receiving your order.
Include your order number, photos of the item and the packaging, and an unboxing video if you have one.
Please do not use the item or throw away the packaging while we review your request.
If we confirm the problem, we will send a replacement at no cost to you. If the item is out of stock, we will refund the price of the item.
If we ask you to send the item back, we will pay the return shipping cost.
Minor variations that do not affect the use of the item, such as slight colour differences between the product and your screen or small printing variations on merchandise, are not considered defects.
3. Change of Mind and Exchanges
We do not offer refunds if you change your mind or no longer want an item. You may request a one-time exchange for another item, subject to these conditions:
Request the exchange within 7 days of receiving your order.
The item must be unused and in its original condition and packaging. Books must be unread and free of marks, folds or damage.
You pay the shipping cost to send the item to us and to send the new item to you.
If the new item costs more, you pay the difference. If it costs less, the balance is not refunded.
Sale and promotional items cannot be exchanged.
4. Order Cancellation
You may cancel an order before it is processed for shipping by contacting us as soon as possible with your order number. We will refund the full amount paid. Once an order has been processed or shipped, it can no longer be cancelled.
5. How Refunds Are Made
Approved refunds are made to the original payment method used at checkout.
Refunds are processed within 14 business days after approval. Your bank may take a few more days to show the amount in your account.
Shipping fees are refunded only when the refund is due to our error, such as a damaged, defective or wrong item.
If you were charged more than once for the same order, the duplicate amount is refunded in full.
6. Returning Items
Please contact us before sending anything back. We will give you the return address and instructions.
Pack returned items securely. Items remain your responsibility until they reach us, so we recommend a trackable postal service and keeping your proof of posting.
Items returned without our approval, or that do not meet the conditions above, may be sent back to you at your cost.
7. Repeated Returns
We monitor the number of returns and exchanges made by each customer. Excessive or abusive returns may lead to the suspension of your naseehat.my account.
8. Questions?
If you have any questions about returns, exchanges or refunds, please contact us:
Naseehat Holding Sdn Bhd (202101003053 / 1403351-U)
