Refund and Returns Policy

REFUND, RETURNS & EXCHANGE POLICY

At Scarflora, we want every customer to receive their instant shawl in good condition and feel confident when shopping with us. This Refund and Returns Policy explain when customers may request a return, exchange, refund, or order assistance.

Please read this policy before placing an order on scarflora.com

1. GENERAL POLICY

We carefully check and pack every Scarflora instant shawl order before shipping. However, if there is an issue with your order, please contact us as soon as possible so we can assist you.

Customers may request help if they receive:

  1. A defective item;
  2. A damaged item;
  3. A wrong item;
  4. A missing item; or
  5. An incomplete order.

For hygiene and quality reasons, Scarflora does not accept returns for items that have been worn, washed, used, altered, stained, damaged by the customer, or exposed to perfume, body odour, smoke, makeup, or deodorant marks.

2. RETURN REQUEST PERIOD

Customers must contact us within 7 days from the date the parcel is received.

Requests made after 7 days may not be accepted unless required under applicable consumer protection law.

To avoid delay, please check your item immediately after receiving your parcel.

3. CONDITIONS FOR RETURN OR EXCHANGE

To be eligible for a return or exchange, the item must meet all conditions below:

  1. The item is unused;
  2. The item is unwashed;
  3. The item is not altered;
  4. The item has no stain, perfume, body odour, makeup mark, or damage caused by the customer;
  5. The item is returned with its original packaging, tag, label, or accessories where applicable;
  6. The item matches the issue reported to Scarflora; and
  7. The return request has been approved by Scarflora before the item is sent back.

Scarflora reserves the right to reject any returned item that does not meet these conditions.

4. ITEMS THAT CAN BE RETURNED OR EXCHANGED

Customers may request a return or exchange if:

  1. The item received is damaged before use;
  2. The item has a clear manufacturing defect;
  3. The wrong colour, design, or product was sent by Scarflora;
  4. The parcel is missing an item from the order; or
  5. The order received is different from the confirmed order.

Examples of manufacturing defects may include major stitching defects, torn fabric, incorrect attachment, or damage that affects normal use.

5. ITEMS THAT CANNOT BE RETURNED OR EXCHANGED

Scarflora does not accept returns or exchanges for:

  1. Change of mind;
  2. Customer choosing the wrong colour or design;
  3. Customer entering the wrong shipping information;
  4. Minor colour differences caused by lighting, photography, editing, screen brightness, or device display settings;
  5. Minor measurement differences due to fabric cutting or production;
  6. Damage caused by washing, ironing, bleaching, improper storage, or rough handling;
  7. Items that have been worn, washed, used, altered, stained, or scented;
  8. Sale items, unless the item is defective, damaged, wrong, or missing;
  9. Free gifts, unless required by law; and
  10. Items returned without approval from Scarflora.

6. COLOUR AND PRODUCT DISPLAY

We try our best to show product colours and details of our Scarflora instant shawls accurately on scarflora.com. However, actual product colours may appear slightly different due to photography lighting, screen settings, device display, editing, or fabric batch differences.

Minor colour differences are not considered product defects.

Customers should read the product description and check all available photos before placing an order.

7. HOW TO REQUEST A RETURN, EXCHANGE, OR REFUND

To request help, please contact us through:

Email: scarflora06@gmail.com
Phone / WhatsApp: [Insert official number]

Please provide the following information:

  1. Full name;
  2. Order number;
  3. Phone number;
  4. Email address;
  5. Product name;
  6. Product series, such as Floral Series or Plain Series;
  7. Clear photo or video of the item;
  8. Photo of the parcel packaging;
  9. Description of the issue; and
  10. Date the parcel was received.

Scarflora may request additional photos, videos, or information to review the issue.

Please do not send the item back before receiving approval from Scarflora.

8. RETURN APPROVAL PROCESS

After we receive your request, we will review the information provided.

If the request is approved, Scarflora will provide return instructions, including the return address and next steps.

Customers must send the item back within 3 working days after receiving return approval, unless Scarflora agrees to a different period.

Returned items should be packed properly to avoid damage during delivery.

Customers are encouraged to use a courier service with tracking. Scarflora is not responsible for returned parcels that are lost due to courier issues before reaching us.

9. EXCHANGE POLICY

If the item is approved for exchange, Scarflora will exchange it with the same item, subject to stock availability.

If the same item is unavailable, customers may choose one of the following options:

  1. Exchange with another available item of the same value;
  2. Pay the price difference for a higher-priced item;
  3. Receive store credit; or
  4. Receive a refund, where applicable.

Exchange approval depends on the item condition and stock availability.

10. REFUND POLICY

Refunds are only issued after Scarflora has received and inspected the returned item, unless the issue does not require the item to be returned.

If the refund is approved, the refund will be processed through the original payment method where possible.

Refund processing time may take 7–14 working days, depending on the payment provider, bank, or payment method used.

Shipping fees are generally non-refundable unless the issue was caused by Scarflora, such as wrong item, missing item, damaged item, or confirmed product defect.

11. TIKTOK SHOP REFUNDS

For orders placed via TikTok Shop, refunds are handled directly by TikTok. Scarflora can only accept or appeal return requests. Once the return is complete, TikTok processes the refund. For refund issues, please contact the TikTok Shop Help Center.

12. RETURN SHIPPING COST

Scarflora will cover or reimburse return shipping cost if the issue was caused by Scarflora, including:

  1. Wrong item sent;
  2. Missing item;
  3. Damaged item; or
  4. Confirmed product defect.

Customers may be responsible for return shipping cost if the return request is not caused by Scarflora, and Scarflora agrees to accept the return as a special case.

Return shipping reimbursement, where applicable, may require a valid courier receipt.

13. DAMAGED PARCEL DURING DELIVERY

If the parcel arrives damaged, please take photos or videos before opening the parcel where possible.

Please contact us immediately with:

  1. Photo of the outer parcel;
  2. Photo of the courier label;
  3. Photo of the damaged packaging;
  4. Photo or video of the product condition; and
  5. Order number.

Scarflora will review the case and may assist with courier follow-up where possible.

14. MISSING PARCEL OR DELIVERY ISSUE

Once an order has been handed to the courier, delivery time may depend on the courier service, delivery location, public holidays, weather, peak sale periods, and other circumstances beyond Scarflora’s control.

If tracking shows unusual delay, failed delivery, or missing parcel status, please contact us. We will assist with courier follow-up where possible.

Customers must ensure that the shipping address and phone number are correct. Scarflora is not responsible for failed delivery caused by incorrect address, incomplete address, unreachable customer, or refusal to receive the parcel.

15. ORDER CANCELLATION

Customers should contact Scarflora as soon as possible if they want to cancel an order.

Cancellation is only possible if the order has not been processed, packed, or handed to the courier.

Once an order has been shipped, it cannot be cancelled.

Scarflora reserves the right to cancel an order if the item is unavailable, payment is unsuccessful, order information is incomplete, or there is a pricing or stock error.

16. SALE AND PROMOTIONAL ITEMS

Sale, discounted, promotional, clearance, or bundle items are not returnable for change of mind.

However, customers may still contact us if the sale item received is defective, damaged, wrong, or missing from the order.

17. CUSTOMER RESPONSIBILITY

Customers are responsible for:

  1. Reading product descriptions before purchase;
  2. Checking the selected colour, design, and quantity before payment;
  3. Providing correct delivery information;
  4. Checking the parcel immediately after receiving it;
  5. Contacting Scarflora within the allowed request period; and
  6. Returning approved items in suitable condition.

18. SCARFLORA’S RIGHTS

Scarflora reserves the right to reject any return, refund, or exchange request if:

  1. The item does not meet our return conditions;
  2. The item has been used, washed, damaged, stained, altered, or scented;
  3. The customer fails to provide sufficient evidence;
  4. The request is made after the allowed request period;
  5. The issue was caused by customer misuse or improper care; or
  6. The item sent back does not match the approved return request.

19. ENVIRONMENTAL RESPONSIBILITY

We encourage customers to reuse packaging when returning items or consider donating unwanted items to reduce waste. Together, we can make a positive impact on the environment!

20. CONTACT US

For any return, exchange, refund, or order issue, please contact us at:

Email: scarflora06@gmail.com
Phone / WhatsApp: [Insert official number]
Address: [Insert return address]

By placing an order on scarflora.com, customers confirm that they have read, understood, and agreed to this Refund and Returns Policy.

This policy does not remove any customer rights that cannot be excluded under applicable Malaysian law.

Frequently Asked Questions (FAQs)

1. What happens if I miss the 7-day return request period?

We encourage customers to contact us as soon as possible. While requests after 7 days are generally not accepted, we may consider exceptions for extenuating circumstances. Please reach out to us via WhatsApp or email to discuss your situation.

2. Can I exchange my Scarflora Floral Series or Plain Series instant shawl for a different colour or design?

Yes! If the item is available, we’re happy to arrange an exchange at no extra cost (for defective or incorrect items).

3. Do you charge a restocking fee?

No. Scarflora does not charge any restocking fee for eligible returns or exchanges of our instant shawls.

4. What should I do if my parcel arrives damaged?
Please take clear photos or videos of the damaged packaging and item before opening if possible. Contact us immediately via email or WhatsApp with your order number, photos, and description. We’ll assist with the return or exchange and follow up with the courier if needed.

5. What if my parcel is missing or delayed?
Once your order is handed to the courier, delivery times may vary due to courier service, destination, public holidays, or weather. If tracking shows unusual delay or the parcel is missing, contact us and we will help coordinate with the courier.

6. Can I cancel my order after placing it?
Orders can only be cancelled before they are processed, packed, or shipped. Once shipped, cancellations are not possible. Please contact us immediately if you wish to cancel.

7. Are sale or promotional items returnable?
Sale, discounted, or promotional items cannot be returned for change of mind. Returns or exchanges are only accepted if the item is defective, damaged, wrong, or missing.