Refund policy

Last Updated: 18 August 2026

At Syarikat Perniagaan Tuguan Sdn Bhd, we want you to receive your stationery and office-supply products in good condition and as ordered.

This Return & Refund Policy explains when returns, replacements and refunds may be accepted for purchases made through our website.

1. General Return Policy

We accept returns or provide appropriate remedies for eligible orders where:

  • The wrong product was sent

  • An item is missing from the order

  • The product arrives damaged

  • The product is defective

  • The product received is materially different from the product ordered

All return or refund requests are subject to verification.

For consumer purchases, our policies are intended to operate consistently with applicable Malaysian consumer-protection laws. Nothing in this policy is intended to remove or restrict any rights that cannot legally be excluded.

2. Reporting a Problem With Your Order

If there is a problem with your order, please contact us as soon as reasonably possible after receiving the parcel.

We recommend contacting us within 7 days of delivery for damaged, incorrect, missing or defective items so that we can investigate the matter promptly.

Please provide:

  • Order number

  • Customer name

  • Description of the problem

  • Clear photographs of the product

  • Clear photographs of the packaging

  • Photograph of the shipping label

  • Video evidence where reasonably requested

For certain claims, we may require additional information to verify the issue.

3. Wrong Item Received

If you receive an item that is different from what you ordered, please contact us.

After verification, we may provide one of the following solutions:

  • Replacement with the correct item

  • Other appropriate remedy agreed with the customer

Where the wrong item was sent due to our fulfilment error, we will generally arrange the appropriate return or replacement process.

4. Missing Items

If one or more products are missing from your parcel, please contact us as soon as possible.

We will check the order records, packing information and available evidence.

If we confirm that an item was missing from the shipment, we may:

  • Send the missing item, subject to availability; or

  • Provide another appropriate solution.

5. Damaged Products

If your product arrives damaged, please take photographs before disposing of the packaging.

Please provide photographs showing:

  • The damaged product

  • Outer packaging

  • Inner packaging

  • Shipping label

  • Any visible damage to the parcel

We may use this information to investigate the issue and, where applicable, make a claim with the courier.

Depending on the circumstances, we may offer:

  • Replacement

  • Other reasonable remedy

6. Defective Products

If a product does not function or perform as reasonably expected due to a manufacturing or product defect, please contact us.

We may request photographs, videos or other information to determine whether the product is defective.

If the defect is confirmed, we may provide an appropriate remedy, which may include replacement, repair where applicable, or another remedy permitted under applicable law.

7. Change of Mind / Incorrect Order

For hygiene-sensitive, consumable, opened or used products, returns may not be accepted simply because the customer has changed their mind.

For unopened and unused stationery products, we may consider a return request on a case-by-case basis, provided that:

  • The product is unused

  • The product is in its original condition

  • The product is in its original packaging where applicable

  • The product is suitable for resale

  • The return is approved by us before being sent back

Return shipping costs for change-of-mind returns may be the customer's responsibility.

8. Products That Cannot Normally Be Returned

Unless required by applicable law or otherwise agreed by us, we may not accept returns for products that:

  • Have been used

  • Have been damaged by the customer

  • Are missing original packaging where the packaging is important to the product

  • Have been altered, modified or personalised

  • Are opened consumable products where return is not appropriate

  • Are damaged due to improper use or storage

  • Were purchased under a special clearance or final-sale arrangement, where clearly stated at the time of purchase

This does not affect any consumer rights that cannot legally be excluded.

9. Return Approval

Please do not send products back without contacting us first.

Before returning an item, please contact us and provide your order details and the reason for the return.

If the return is approved, we will provide return instructions.

A return sent without prior approval may result in delays in processing the claim.

10. Return Shipping Costs

Where the issue is our responsibility

If the return is required because we:

  • Sent the wrong item

  • Sent a defective product

  • Sent a damaged product

  • Failed to include an item

we will generally arrange or reimburse reasonable return shipping costs, subject to our approval and the circumstances of the case.

Change-of-mind returns

For approved change-of-mind returns, the customer may be responsible for the return shipping costs.

11. Exchanges and Replacements

Where appropriate and subject to stock availability, we may offer a replacement instead of a refund.

If the replacement product is unavailable, we may offer another appropriate remedy, which may include a refund.

Replacement products may have different packaging from the original product where the manufacturer has changed the packaging.

12. Bulk and Wholesale Orders

Return and refund arrangements for large-volume, corporate, school, office or wholesale orders may be subject to separate quotation or agreement.

For such orders, customers should inspect delivered goods promptly and report discrepancies, shortages or damage as soon as reasonably possible.

Where a separate written agreement applies, its return and refund terms may take precedence to the extent permitted by law.

13. Courier Damage

Where a parcel is damaged during transportation, we may need to investigate the matter with the relevant courier.

Customers should retain:

  • The damaged product

  • Original packaging

  • Shipping label

  • Photographs and videos

until we advise that they can be discarded.

We will assist with the investigation and provide an appropriate remedy where the claim is accepted.

14. Refunds for Cancelled Orders

If an order is cancelled before fulfilment and we approve the cancellation, any applicable refund will be processed through the relevant payment method.

If an order has already been packed or shipped, cancellation may not be possible and the customer may need to follow the applicable return process.

15. Fraudulent or Abusive Claims

We reserve the right to investigate suspicious or repeated return and refund claims.

We may refuse a claim where there is reasonable evidence of:

  • Fraud

  • Abuse of our return policy

  • Product misuse

  • False information

  • Tampering

  • Intentional damage

  • Unauthorised returns

This does not affect any rights that cannot legally be excluded.

16. No Refund for Courier Delays Alone

A courier delay does not automatically qualify an order for a refund where the product has not been lost, damaged or otherwise affected.

If your parcel is significantly delayed or appears to be lost, please contact us so that we can assist with the courier investigation.

17. Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict or replace any rights or remedies available to customers under applicable Malaysian law.

Where applicable law provides a customer with rights or remedies that are more favourable than this policy, those legal rights will apply.

18. How to Request a Return or Refund

Please contact us with the following information:

Order Number:
Customer Name:
Product Name:
Reason for Return/Refund:
Photographs/Videos:
Description of the Problem:

Please send your request through:

Email: 

WhatsApp / Phone Number: 

Website: 

We will review the request and advise you of the next steps.

19. Contact Us

For questions regarding returns, replacements or refunds, please contact:

Syarikat Perniagaan Tuguan Sdn Bhd

Email: 

Phone Number/ WhatsApp: 

Business Address: 

Important Notice: This is a general Shopify-ready Return & Refund Policy for a Malaysian stationery supplier. Before publishing, customise the policy according to your actual return process, courier arrangements, payment providers and product categories. Because Malaysian consumer-protection laws may impose rights that cannot be excluded by a store policy, the final version should be reviewed by a Malaysian legal professional if you want it to serve as your formal legal policy.