We understand how eagerly our customers anticipate their orders arriving in perfect condition. To ensure this, we carefully select the best-quality items and securely pack them with multiple layers of protection to minimize the risk of damage during transit. However, unforeseen incidents can still occur beyond our control. If you receive an item that is faulty or damaged during shipping, we sincerely regret the inconvenience—just as we know you do. In such cases, we will gladly arrange free return shipping and offer an exchange or return to make things right.

This Return & Refund Policy applies to purchases made on SMN Official’s website (smnofficial.com). By purchasing from us, you agree to the terms outlined below, in compliance with Malaysian consumer protection laws.

1. Return & Exchange Eligibility

1.1 General Conditions

• Items must be returned within 3 days of receipt.
• The item must be unused, in its original packaging, with all tags and accessories included.
• Proof of purchase (order confirmation or receipt) is required.

1.2 Non-Returnable Items

• Gift cards
• Clearance or promotional items.
• Only regular priced items may be refunded. Sale items cannot be refunded.
• Personal use items (e.g., cutlery, plates, cups, or hygiene-related products) due to hygiene concerns.
• Items damaged due to improper use, mishandling, or wear and tear.

1.3 Damaged or Defective Products

• If an item arrives damaged or defective, please contact us within 48 hours of receiving it.
• Customers must provide photo or video evidence of the defect.
• SMN Official reserves the right to inspect and verify claims before issuing a replacement or refund.

2. Refund Process

2.1 Refund Approval & Methods

• Refunds will be issued only for defective products or incorrect items shipped.
• Approved refunds will be processed within 7-14 business days via the original payment method.
• Shipping fees are non-refundable, except in cases where SMN Official made an error in the order.

2.2 Partial Refunds

• If an item is returned in a used or damaged condition, only a partial refund may be granted at SMN Official’s discretion.
• Refunds for bulk or wholesale orders will be assessed on a case-by-case basis.

3. Exchange Policy

• Exchanges are allowed for defective or incorrectly shipped products only.
• If the requested exchange item is out of stock, a refund or store credit will be offered.
• Customers are responsible for return shipping costs unless the exchange is due to an error on our part.

4. How to Initiate a Return

• Notify us of your wish to return at [Customer Support Email] within 3 days from the receiving date, providing:
  • Order ID
  • Item Code, Description
  • Reason for exchange/return
  • Pictures showing the condition of the item when received, including outer parcel wrapping (damages/dents/scratches, etc.)
• Upon approval, you will receive a return shipping address and further instructions.
• Items must be shipped back to SMN Official within 7 days of approval.

5. Cancellation Policy

• Orders can be canceled within 24 hours of purchase if they have not been shipped.
• Once an order has been processed or shipped, it cannot be canceled.

6. Legal Compliance & Consumer Rights

This policy complies with the Consumer Protection Act 1999 (Malaysia) and other relevant e-commerce regulations.

• SMN Official reserves the right to modify this policy without prior notice.
• Any disputes arising from return and refund requests shall be resolved in accordance with Malaysian law.

For any inquiries, please contact our Customer Service Team at [Insert Contact Information].