Return, Refund and Exchange Policy
At RADIANCE CHARM SDN BHD, we are committed to offering scarves and fashion accessories that are accurately presented and carefully prepared for delivery. We encourage customers to review all available product descriptions, colours, materials, measurements and other relevant information before completing an order.
All products sold through our website are generally considered final purchases and are not returnable, refundable or exchangeable due to a change of mind, personal preference or an incorrect selection made by the customer. However, we understand that certain issues may occur during order preparation or delivery. Therefore, customers may submit a return, refund or exchange request under the eligible circumstances stated below.
Eligible Circumstances
A request may be considered if:
- The merchant sent an incorrect item that is different from the product ordered by the customer.
- The item received does not match the specifications, description, colour, design, material, features or other product information advertised on our website.
- The item is spoiled, damaged or defective at the time of delivery.
- The delivery exceeds the estimated timeframe stated in the Company’s Shipping Policy.
Minor colour differences caused by photography, lighting conditions, screen brightness or individual device display settings may not necessarily be considered a product defect. Each request will be reviewed based on the actual condition of the item and the supporting evidence provided.
Evidence Required
To help us review and verify the issue, customers must provide complete and clear supporting evidence, including:
- A clear and continuous unboxing video recorded before the parcel is opened. The video must clearly show the unopened parcel, shipping label, external packaging, internal packaging and the item received.
- A clear video showing the first use or inspection of the item, where applicable.
- Clear photographs showing the product condition, damaged area, incorrect item, packaging or any difference between the item received and the product advertised.
- The customer’s order number, purchase details and a description of the issue.
- Any additional information or supporting documents requested by the Company during the assessment.
The unboxing video must be recorded continuously without pauses, cuts or edited sections. Evidence that is unclear, incomplete or unable to show the condition of the parcel and product upon receipt may not be accepted.
Submission Deadline
All return, refund or exchange requests must be emailed to radiance-charm@outlook.com within 24 hours of receiving the item.
The email should include the customer’s full name, order number, affected product, explanation of the issue and all required supporting evidence. Customers should keep the item and its original packaging while the request is being reviewed.
Requests submitted after the 24-hour period will not be accepted. Claims made without the required unboxing video, photographs, order details or other requested evidence will also be considered incomplete and rejected.
Review and Outcome
Submitting a request does not guarantee that a return, refund or exchange will be approved. RADIANCE CHARM SDN BHD reserves the right to examine the evidence, verify the order information and determine whether the request meets the conditions of this Policy.
If the request is approved, the customer will receive further instructions regarding the appropriate return, refund or exchange arrangement. Customers should not return any product without first receiving confirmation and instructions from the Company.
RADIANCE CHARM SDN BHD
Registration No.: 202501002564 (1603977-H)
Website: https://radiancecharm.online/
Email: radiance-charm@outlook.com