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Returns & Refunds Policy

We want you to love what you buy. If something is not right, this policy explains what you can do. It forms part of our Terms & Conditions.

Nothing in this policy limits your rights by law, including the guarantees under the Consumer Protection Act 1999 and the Sale of Goods Act 1957. If a product is faulty, you keep those rights even after the return window ends, so please contact us.

1. Return window

You can request a return within 7 days from the date your order is delivered or, for self pickup, the date it is marked as picked up.

2. What you can return

Faulty, wrong or not as described

You can return an item if it is:

  • defective or damaged on arrival;
  • not the item you ordered;
  • materially different from its description.

Change of mind

You can also return an item if you have changed your mind, provided that it is in its original condition, as set out in section 3.

3. Condition of returned items

Because our scarves are worn close to the face and hair, we can accept a change-of-mind return only if the item is:

  • unworn, unwashed and unaltered;
  • free of makeup, perfume, deodorant, odours, pet hair and marks;
  • returned with its original tags and packaging.

We may reject a return, or reduce the refund, if the item does not meet these conditions.

The following are not faults: small colour differences caused by screens or lighting, variations in print placement, and wear or damage from normal use, incorrect washing or accidents.

4. How to request a return

1. Sign in and go to My account → Orders, open the order and choose Request return. If you checked out as a guest, use "Forgot password" on the sign-in page with the email address you used, or contact us.

2. Tell us which items and quantities you are returning and why, with any details. For faulty, wrong or not-as-described items, please attach clear photos of the item and problem (you can add up to 3).

3. Wait for our reply. We review each request and will update you by email and in your account, as well as on Telegram if linked. You can cancel your request while it is still awaiting review.

4. Send the item back once approved. Do not send anything before approval. We will tell you where to send it. Please post it within 7 days of approval, pack it securely and keep your proof of postage.

5. Inspection and refund. Once we have received and checked the item, we will confirm your refund.

Only one open return request can be made per order, so please include every item you want to return in the same request.

5. Return shipping costs

  • Faulty, wrong or not as described: we cover the reasonable cost of standard return shipping. Please keep your receipt, and we will add this to your refund. Please check with us first if the cost seems high.
  • Change of mind: you pay for return shipping. We recommend a tracked service, because we cannot refund an item that does not reach us.

6. Your refund

How much

  • Faulty, wrong or not as described: the amount you paid for the affected items. If this means we failed to deliver what you ordered, we also refund the original shipping fee and payment processing fee for those items where they apply.
  • Change of mind: the amount you paid for the returned items. The original shipping fee and payment processing fee are not refunded.
  • Vouchers: if you used a voucher, the refund is based on the amount you actually paid after the discount. If returning part of an order means it no longer meets a voucher's conditions, we may adjust the refund to reflect this. The voucher itself is not reissued.

How and when

  • Refunds are made by bank transfer to the account you give us, normally within 14 working days after we have received and checked your return. We will contact you for your bank details if we need them.
  • We will tell you when the refund has been made, and you can see its status in My account. Your bank may take a few more days to show it.
  • Singapore customers are refunded in Malaysian Ringgit (RM). Any exchange-rate difference or bank charge is outside our control.

7. Exchanges

We do not offer direct exchanges at the moment. Please return the item for a refund and place a new order. If you received a faulty or wrong item and would like a replacement, tell us in your request and we will send one if stock is available.

8. Cancelling before delivery

If your order has not yet shipped, you can ask us to cancel it and refund what you paid; see section 10 of our Terms & Conditions. If it has already shipped, please wait for it to arrive, then request a return.

9. If we cannot agree

If you disagree with our decision, please reply to us with the details and we will review it again. You may also refer the matter to the Tribunal for Consumer Claims Malaysia.

10. Contact us

For help with a return, contact hello@bungacempaka.com or +60 137432493 and quote your order number.