At IKWEAR SDN. BHD., we are committed to ensuring that our customers receive their orders in good condition and as described on our website. This Return, Refund and Exchange Policy applies to purchases made through https://ikwear1.store/ and covers products from our Autumn/Winter Collection and Spring/Summer Collection.

Please read this policy carefully before making a purchase.

1. General Return, Refund and Exchange Policy

All items purchased from IKWEAR SDN. BHD. are considered final sale and are not eligible for return, refund, or exchange, except in the circumstances specifically stated in this policy.

A return, refund, or exchange may only be considered where:

  • The wrong item was sent by the Company.
  • The item received does not match the specifications, description, features, size, colour, or other information stated or advertised on the website.
  • The item received is spoiled, damaged, defective, or otherwise not in acceptable condition upon delivery.
  • The order has exceeded the delivery timeline stated in the Company’s Shipping Policy.

Requests that do not fall within the above circumstances may be rejected at the Company’s discretion.

2. Wrong Item Received

If you receive an item that is different from the item you ordered, please contact us within 24 hours of receiving the parcel.

The customer must provide sufficient evidence showing the item received and the original packaging. Upon verification, the Company may offer an appropriate resolution, which may include a replacement, exchange, or refund.

3. Item Does Not Match Website Description

If the item received materially differs from the product specifications, description, features, or other information advertised on our website, the customer may submit a return or refund request.

The Company will review the submitted evidence and determine whether the item qualifies for a return, exchange, replacement, or refund.

Minor differences that do not materially affect the product, including slight variations in colour caused by lighting, photography, screen settings, or display devices, may not qualify for a return or refund.

4. Damaged or Defective Items

Customers are required to inspect their parcel and item immediately upon delivery.

If an item arrives damaged, defective, or otherwise unusable, the customer must notify us within 24 hours of receiving the item.

Clear evidence must be provided to allow the Company to verify the condition of the item and determine whether the damage or defect occurred before or during delivery.

Damage caused by improper handling, misuse, washing, alteration, accident, normal wear and tear, or failure to follow product care instructions may not qualify for a refund or exchange.

5. Delivery Delays

If an order exceeds the delivery timeline stated in the Company’s Shipping Policy, the customer may contact us to request an investigation.

Where the delay is confirmed and falls within the Company’s applicable refund or return conditions, the Company may provide an appropriate resolution in accordance with this policy.

Delivery delays caused by circumstances beyond the Company’s reasonable control, including courier disruptions, public holidays, severe weather, customs procedures, incorrect delivery information, or other unforeseen circumstances, may be handled separately.

6. Evidence Required for Refund or Return Requests

To help us investigate and process a request, customers are required to provide sufficient evidence.

The following evidence may be required:

  • A clear and continuous unboxing video showing the unopened parcel before it is opened, including the shipping label, outer packaging, inner packaging, and item received.
  • A clear video showing the first use of the item, where applicable.
  • Clear photographs showing the item, packaging, shipping label, damage, defect, incorrect item, or other relevant issue.
  • Order details, including the order number and relevant purchase information.
  • Any other supporting documents, photographs, videos, or information reasonably requested by the Company.

The unboxing video should be continuous and clearly show the condition of the parcel before opening. Edited, incomplete, unclear, or otherwise insufficient evidence may affect the Company’s ability to verify the claim.

7. Submission Period

All return, refund, or exchange requests must be submitted to:

Email: ikwear1@outlook.com

The request must be submitted within 24 hours from the time the customer receives the item.

Customers are strongly advised to inspect their parcel immediately upon delivery and retain all original packaging until the order has been fully verified.

Any request submitted after the 24-hour period may not be accepted.

Requests submitted without the required evidence may also be rejected if the Company is unable to verify the customer’s claim.

8. Return Requirements

Where a return has been approved by the Company, customers must follow the return instructions provided by IKWEAR SDN. BHD.

Returned items may be required to:

  • Be in the original condition in which they were received.
  • Include the original packaging, tags, labels, accessories, and other included items, where applicable.
  • Not have been intentionally altered, damaged, washed, worn excessively, or misused.
  • Be securely packaged to prevent further damage during return delivery.

The Company reserves the right to reject a return if the returned item does not meet the applicable return requirements.

9. Refund Processing

If a refund is approved, the refund will be processed using the applicable payment method or another method determined by the Company.

The processing time may vary depending on the payment provider, bank, or financial institution. IKWEAR SDN. BHD. shall not be responsible for delays caused by third-party payment providers or financial institutions after the refund has been processed by the Company.

Any applicable delivery, shipping, transaction, or other charges may be deducted from the refund where permitted and applicable.

10. Exchanges and Replacements

Where an exchange or replacement is approved, the Company may replace the affected item with the correct or equivalent item, subject to stock availability.

If the original item is unavailable, the Company may provide an alternative resolution, which may include a refund or another suitable option.

Customers are not entitled to an exchange or replacement simply because they have changed their mind, selected the wrong item, or no longer require the product, unless otherwise required by applicable law.

11. Change of Mind

We do not accept returns, refunds, or exchanges due to change of mind, including but not limited to:

  • The customer no longer wants the item.
  • The customer ordered the wrong item.
  • The customer selected the wrong size or colour.
  • The customer found the item unsuitable after purchase.
  • The customer purchased the item by mistake.
  • The customer changed their mind after placing the order.

Customers are therefore advised to carefully review the product information, specifications, size information, colour options, and order details before completing their purchase.

12. Non-Compliance With This Policy

IKWEAR SDN. BHD. reserves the right to reject any return, refund, or exchange request where:

  • The request is submitted after the required 24-hour period.
  • The required evidence is not provided.
  • The evidence provided is unclear, incomplete, edited, or insufficient to verify the claim.
  • The item has been used, altered, damaged, washed, or mishandled by the customer.
  • The issue is caused by normal wear and tear or improper use.
  • The claim does not fall within the circumstances covered by this policy.
  • The customer fails to follow the return instructions provided by the Company.

All requests are subject to verification and approval by IKWEAR SDN. BHD.

13. Important Notice

Customers should record a continuous unboxing video before opening their parcel. The video should clearly show the unopened parcel, shipping label, packaging, and the item received.

This evidence is important for protecting both the customer and the Company in the event of a damaged, defective, incorrect, or otherwise disputed order.

Failure to provide the required evidence may result in the return, refund, or exchange request being rejected.

14. Contact Us

For questions regarding returns, refunds, or exchanges, please contact us within the applicable timeframe:

IKWEAR SDN. BHD.
Website: https://ikwear1.store/
Email: ikwear1@outlook.com

By placing an order with IKWEAR SDN. BHD., customers acknowledge and agree to the terms and conditions set out in this Return, Refund and Exchange Policy.