Product support & refunds
Received a damaged or unusual product? We are here to help.
Damaged or unusual products
Contact customer care within 24 hours of receiving a damaged or unusual product. Provide your order number and, if available, photos of the product and packaging so we can verify the issue. A signed delivery receipt does not by itself prevent you from reporting a product problem.
Refunds and resolution
After verification, we normally issue a refund or resolve the issue according to the situation. Customer care will confirm the refund amount and method with you; refunds are not restricted to store credit. Please contact us before returning any product. Whether a return is needed and any related arrangements will be confirmed by customer care for the particular case.
Refund method
The refund method depends on the original payment channel. Under the current senangPay–DOKU service, payment-provider refunds are available for card transactions only, subject to the provider’s applicable process. FPX, e-wallet (including Touch ’n Go), BNPL and instalment payments currently require us to arrange a manual bank-transfer refund. Customer care will confirm the approved amount, method and expected processing time with you. Where a bank transfer is needed, we will ask for the bank name, account holder name and account number through our customer care channel. Never send passwords, PINs or verification codes. A website order-status change alone does not confirm that the money has been refunded.