Refund & Return

🎀 Refund & Return FAQ

Shine Little Ones

English Version

1. How many days do I have to request a return?

You may request a return or exchange within 7 days from the date you receive your parcel.
This 7-day period applies to all eligible return or exchange requests.

2. What items are eligible for return?

Returned items must meet all of the following conditions:

  • Unused
  • Unwashed
  • Unworn
  • With original tags and packaging
  • In brand new condition

3. What items cannot be returned?

The following items are non-returnable and non-exchangeable:

  • Innerwear, bloomers, socks
  • Hair accessories, hats
  • Clearance / promotional items
  • Items with stains, perfume smell, or damage
  • Items washed or altered by customers

4. Change of Mind (Personal Preference)

To ensure hygiene and fairness for all families, we do not accept returns due to personal preference, including:

  • Change of mind
  • Colour looks different
  • Design not as expected
  • Child does not like it

🧸💛
If the issue is related to size, we offer a one-time size exchange, subject to availability.

5. Do you offer size exchange?

Yes, a one-time size exchange is available:

  • Subject to stock availability
  • Customer bears the return shipping cost
  • Merchant bears the resend shipping fee (West Malaysia only, under 100g)

6. What if the item is defective or wrong?

If the item received is defective, damaged, or wrongly sent due to merchant error:

  • We will provide a replacement or refund at no cost
  • Customers must notify us within 24 hours of receiving the item for verification purposes
  • Return or refund requests must still be submitted within the 7-day return period
  • Please provide:
    • Clear photo/video proof
    • Order number

Failure to notify within 24 hours may affect eligibility.

7. Who pays for return shipping?

  • If it is merchant error → We cover all shipping fees
  • If customer-related → Customer covers return shipping

8. How are refunds processed?

Refund via Original Payment Method

Refunds will be processed via the original payment method (e.g. iPay88) in the following cases:

  • Item not received (confirmed lost by courier)
  • Defective or damaged item
  • Wrong item shipped
  • Order cancelled before shipment
  • Merchant unable to fulfill the order

Store Credit

Store credit (valid for 12 months) may be offered only with customer consent, such as:

  • Size exchange where replacement is unavailable
  • Customer voluntarily agrees to store credit

❗ Store credit will not be forced when the issue is due to merchant error.

9. How long does refund take?

Refunds are processed within 3–5 working days after returned items are received and inspected.
Actual crediting time depends on the payment provider.

10. How do I start a return?

Please contact us before returning any item:

11. Can sale items be returned?

No.
All sale / clearance items are final sale.

12. What if the returned item is rejected?

Rejected items will be shipped back to the customer.
Shipping costs will be borne by the customer.

中文版本（退换货说明）

1. 退换期限

顾客可在收到商品后 7 天内申请退货或换货。
此 7 天期限适用于所有符合条件的退换申请。

2. 可退换商品条件

商品必须同时符合以下条件：

  • 未使用
  • 未清洗
  • 未穿着
  • 保留原有吊牌及包装
  • 商品保持全新状态

3. 不可退换商品

以下商品恕不接受退换：

  • 贴身衣物、内搭裤、袜子
  • 发饰、帽子
  • 特价 / 促销商品
  • 有污渍、香水味或损坏的商品
  • 已清洗或自行修改的商品

4. 个人原因（不接受退货）

为保障卫生与公平，我们不接受因个人喜好原因的退货，包括：

  • 改变主意
  • 颜色与预期不符
  • 款式不符合期待
  • 孩子不喜欢

🧸💛
如因尺码不合适，可提供一次性换码服务（视库存而定）。

5. 换码服务

  • 仅限一次
  • 视库存情况而定
  • 退回运费由顾客承担
  • 重新寄出运费由商家承担（仅限西马，100g 以下）

6. 商品瑕疵 / 寄错

若商品有瑕疵、损坏或寄错（属商家责任）：

  • 提供免费更换或退款
  • 请于24 小时内通知我们以作核实
  • 退换申请仍须在 7 天内提交
  • 需提供照片 / 视频及订单编号

7. 运费责任

  • 商家失误 → 商家承担
  • 顾客原因 → 顾客承担

8. 退款方式

原付款方式退款（如 iPay88）：

  • 商品未收到
  • 商品损坏 / 瑕疵
  • 寄错商品
  • 发货前取消订单
  • 商家无法履行订单

店铺积分（12 个月有效）：

  • 仅在顾客同意下提供
  • 商家责任情况下不会强制使用

9. 退款处理时间

退回商品检查完成后，退款将在 3–5 个工作日 内处理。

10. 退货申请方式

WhatsApp：+60 14-323 4673
Email：shinelittleones@gmail.com

11. 特价商品

特价 / 清仓商品一律不退不换。

12. 退货被拒

商品将寄回给顾客，运费由顾客承担。

Versi Bahasa Malaysia

1. Tempoh Pemulangan

Permohonan pemulangan atau pertukaran boleh dibuat dalam 7 hari selepas menerima bungkusan.

2. Syarat Item Dipulangkan

Item mestilah:

  • Tidak digunakan
  • Tidak dibasuh
  • Tidak dipakai
  • Dengan tag & pembungkusan asal
  • Dalam keadaan baharu

3. Item Tidak Boleh Dipulangkan

Item berikut tidak boleh dipulangkan:

  • Pakaian dalam, seluar dalam, stokin
  • Aksesori rambut, topi
  • Item jualan / promosi
  • Item bernoda, berbau atau rosak
  • Item yang telah dibasuh atau diubah suai

4. Pertukaran Fikiran

Pemulangan atas sebab keutamaan peribadi tidak diterima, termasuk:

  • Tukar fikiran
  • Warna tidak seperti dijangka
  • Rekaan tidak memenuhi jangkaan
  • Kanak-kanak tidak menyukainya

🧸💛
Pertukaran saiz sekali sahaja dibenarkan (tertakluk kepada stok).

5. Pertukaran Saiz

  • Sekali sahaja
  • Tertakluk kepada stok
  • Kos penghantaran balik ditanggung pelanggan
  • Kos penghantaran semula ditanggung penjual (Semenanjung MY <100g)

6. Item Rosak / Salah

Jika item rosak atau salah dihantar:

  • Penggantian atau bayaran balik akan dibuat
  • Pelanggan mesti memaklumkan dalam 24 jam untuk tujuan pengesahan
  • Permohonan tetap tertakluk kepada tempoh 7 hari
  • Sertakan gambar/video dan nombor pesanan

7. Kos Penghantaran

  • Kesilapan penjual → Penjual tanggung
  • Permintaan pelanggan → Pelanggan tanggung

8. Kaedah Bayaran Balik

Bayaran balik dibuat ke kaedah asal (contoh: iPay88) bagi kes yang sah.
Kredit kedai (12 bulan) hanya dengan persetujuan pelanggan.

9. Tempoh Bayaran Balik

Diproses dalam 3–5 hari bekerja selepas pemeriksaan.

10. Cara Memohon

WhatsApp: +60 14-323 4673
Emel: shinelittleones@gmail.com

11. Item Jualan

Item jualan / clearance adalah jualan akhir.

12. Pemulangan Ditolak

Item akan dihantar semula dan kos ditanggung pelanggan.

Shine Little Ones reserves the right to reject any return or refund request that does not meet the above conditions.