Refund and Returns Policy

Overview

At DEWY DREAM SDN BHD, customer satisfaction is at the heart of our business. We understand that sometimes, purchases may not go as planned and that returns or cancellations may be necessary. Our Return, Refund & Cancellation Policy is designed to ensure a smooth, transparent, and fair process that reflects our commitment to quality and your satisfaction.

This policy outlines your rights and obligations concerning returns, refunds, and cancellations when shopping with us through our online platform.

2. Return & Refund Policy

We accept return and refund requests for eligible products within 30 calendar days from the date of delivery.

2.1 Conditions for Return

To be eligible for a return and refund, the following conditions must be met:

  • The return request must be submitted within 30 days of receiving your order.
  • Items must be unused, unopened, and in their original condition with all packaging materials, manuals, accessories, tags, and seals intact.
  • The item must not show any signs of damage, wear, or alteration.
  • Proof of purchase (e.g., invoice, order confirmation) must be provided.

We reserve the right to inspect all returned products and to reject any return that does not meet the above conditions.

2.2 Non-Returnable Situations

The following situations are not eligible for return or refund:

  • Return requests submitted after the 30-day window.
  • Products that have been used, tampered with, or damaged due to mishandling.
  • Products returned incomplete, with missing accessories or packaging.

2.3 Return Process

To initiate a return, please follow these steps:

  1. Email dewy_dream@outlook.com with the subject line: “Return Request – [Order Number]”.
  2. Include the following in your email:
    • Your full name and contact number
    • Order number
    • Reason for return
    • Clear photographs of the item(s) and original packaging (if applicable)

Once we receive your request, our support team will respond within 2–3 business days with return instructions. Please ensure that you do not send any items back without receiving approval from our team.

2.4 Refund Process

Upon receipt and inspection of your returned item(s):

  • We will notify you via email of the outcome of your return.
  • If the return is approved, your refund will be processed through your original payment method.
  • Refunds typically take 7–14 business days to appear in your account, depending on your bank or payment provider.

3. Cancellation Policy

We allow for order cancellations within 12 hours of placing your order, provided that the order has not already been processed or shipped.

3.1 How to Cancel

If you wish to cancel an order, please contact us as soon as possible by emailing dewy_dream@outlook.com with the subject line: “Order Cancellation – [Order Number]”.

Please include:

  • Your full name
  • Order number
  • Reason for cancellation

If your cancellation request is received within 12 hours of order placement and the item has not yet been shipped, we will cancel the order and process a full refund to your original payment method.

If your cancellation request is made after the 12-hour window or after the order has already been shipped, we kindly ask that you wait to receive the product and submit a return request instead, following our 30-day return policy.

4. Damaged or Incorrect Items

If you receive an item that is damaged, defective, or incorrect:

  • Notify us within 3 days of delivery by emailing dewy_dream@outlook.com.
  • Include your order number, a brief description of the issue, and clear photos of the product(s) and packaging.

Once verified, we will offer an appropriate solution, which may include a replacement or a full refund.

5. Customer Support

For any issues related to returns, refunds, or cancellations, please don’t hesitate to contact us:

DEWY DREAM SDN BHD
Email: dewy_dream@outlook.com
Address: A-G-3, Jalan Indah 2/10, Taman Universiti Indah, 43300 Seri Kembangan, Selangor, Malaysia

Our support team is available during business hours and aims to respond within 1–2 working days.

6. Policy Revisions

We reserve the right to amend or update this Return, Refund & Cancellation Policy at any time without prior notice. Any changes will be published on our official website, and the revised policy will apply to all purchases made after the date of publication.