Policies

We are well-versed with ISO 9001 principles and embed them in our processes. We write our policies from scratch, based on what we do, and continually improve them for clarity and effectiveness. They are tailored specifically to us, ensuring they work in practice, not just on paper.

Sales Policy

  1. We ensure that all product photos in our catalog represent the item well. However, the manufacturer may occasionally make changes to the product’s appearance without prior notice.
  2. To maintain fairness and efficiency for all customers, each customer is provided with a reasonable amount of pre-sale support—sufficient to make an informed decision, but not exceeding what is necessary. For example, we are unable to provide additional photos, custom videos, or video calls on an individual basis.
  3. The customer must provide information for delivery prior to making payment. Payment cannot proceed without sufficient information for fulfillment.
  4. Full payment is required before delivery to ensure a smooth process and efficient service.
  5. We are unable to honor the request for a gift. Such request may delay shipment, as we will need to confirm whether the customer agrees to proceed with the order as is.
  6. Payment is safe with us. In the rare event of failure in order fulfillment, the payment shall be refunded in full within 7 working days after receiving the customer’s bank account details.
  7. To cancel a paid order for ready stock before delivery, do discuss with us. A successful cancellation shall be refunded in full within 7 working days after receiving the customer’s bank account details.
  8. For backorders, cancellable products are labelled below the “Add to cart” button. If more than one unit of the same product is backordered, only one unit will be eligible for cancellation.
  9. We guarantee that the item at the time of delivery completion is new and functional. All items are visually inspected before shipment, without opening the factory packaging if any.
  10. Certain products, especially those from brands in European Union, come without retail packaging.
  11. Products we carry do come with manufacturer warranties, but claiming them often requires shipping the item overseas for inspection. To better support our customers, we offer local assistance on a case-by-case basis for genuine issues. We don’t believe in using copy-and-paste warranty pitches just to close a sale — promises are easy to make but not always easy to keep. Instead, we aim to be thoughtful with every case. Warranties come with hidden costs that can drive up product prices. We choose to keep prices reasonable while still standing behind the products we sell — so customers can buy with peace of mind.

Shipping Policy

  1. For Semenanjung (Peninsular/West Malaysia), the shipping is free by our delivery partner for purchases made on this website. No catch.
  2. For East Malaysia, the shipping fee starts from RM10.60 after our partial subsidy.
  3. Cash on delivery by courier is not supported. Cash and carry at our SOHO in Puchong can be arranged.
  4. Orders for ready stock placed before 12:00 PM are shipped the same day. Orders after 12:00 PM will be processed the next day. We ship daily, including weekends, except on public holidays or when couriers are closed.
  5. A backorder for non-ready stock is estimated to ship around 2 to 4 weeks. The customer will be notified once the order has been dispatched. If the order includes both ready stock and backorder, we may ship the ready stock first and the backorder separately or together according to the customer’s preference.
  6. In the event of our private vacation, orders can still be placed, but shipping will resume at the end of the vacation. The customer will be notified.
  7. The customer is responsible for the accuracy of the delivery address.
  8. For orders shipped through a standard courier (e.g. Poslaju), we pack each order with inner protection (e.g. bubble wrap, paper filler or foam beads) and an outer layer.
  9. A tracking number will be provided once the order has been shipped. The customer is to monitor the tracking progress and make necessary arrangements to receive the parcel. Please note that we do not have access to information regarding the specific delivery personnel assigned by the courier for last-mile delivery.
  10. We take all reasonable measures to ensure that orders reach the customer.

Return Policy (Malaysia)

  1. We want our valued customers to shop with confidence. We are here to help if there is anything for the purchases on this website within 60 days from delivery completion.
  2. An RMA (Return Material Authorization) will be issued by us before the return of products is arranged by the customer. Any return without an RMA will not be accepted. The return must be shipped back within 7 days from RMA issuance.
  3. Customers are responsible for arranging and paying for trackable shipping with their preferred courier. Shipping cost for the return is non-refundable.
  4. We are not responsible for item lost or damaged in return transit.
  5. Customers may also arrange a face-to-face return at our SOHO by appointment.
  6. We do not offer exchanges.
Return of defective products
  1. If the product appears faulty, we will work with the customer through online or offline troubleshooting to verify the issue, which requires the customer’s cooperation. Sometimes the issue can be resolved while troubleshooting. A service request may be created to document the process for clarity.
  2. Once the returned item has reached us, we will inform the customer of the estimated replacement time.
  3. We will cover the shipping fee for sending the replacement.
Return of non-defective products
  1. We reserve the right to approve or decline the return request before any shipping takes place.
  2. The return process will only proceed once the customer agrees to the 10% restocking fee.
  3. Products must be unopened (if with retail packaging) or unused. Photos and/or videos of the products will be requested.
  4. The returned item must be packed securely to avoid damage during return transit.
  5. If the returned item is found to be opened (if with retail packaging), used or damaged, we will ship it back to the customer.
  6. For accepted returns, a 10% restocking fee will be deducted from the product price.
  7. Refund will be processed within 7 working days after our confirmation for return acceptance.

Privacy Policy

  1. We practice due diligence in upholding our privacy policy.
  2. We do not request visitors to hand in their personal info in order to browse this website.
  3. We have access to a list of our users who register or order on our website.
  4. Only one person, our company owner, has access to the list of our users.
  5. We do not have access to user sensitive information such as passwords.
  6. The extend of user information collected is only sufficient for the purpose of delivery and payment processing.
  7. We share the information of one user only per order to one delivery partner and one payment gateway provider only.
  8. We comply with Personal Data Protection Act 2010 and do not sell the list of our users.
  9. We implement security measures and keep them up-to-date to prevent theft of the list of our users.
  10. We do not request information of identification card, passport, gender, race, marital status, religion and vaccination.
  11. We do not monitor user search activity. There is no search censorship here, unlike many nanny-like marketplaces that presume searching for, for example, a utility knife or an M16 fastener as attempting a revolution, and secretly red-flag the finder for future actions.
  12. We do not spam our users in the name of marketing.
  13. We do not create any unsolicited pop-up.
  14. We do not employ any external party to maintain our website so another risk of information leakage is eliminated.
  15. All links on our website or in our messages are unmasked. If a domain name ever looks unfamiliar, customers are encouraged to run a quick search to verify its legitimacy.
  16. In product reviews, the customer’s username is masked, showing only the first and the last letter.
  17. Customers can always contact us to arrange for cash-and-carry at our SOHO in Puchong without leaving information on our website.

Environmental Policy

  1. We are familiar with ISO 14001 principles and reflect them in our environmental practices. We believe that small, consistent actions on every aspect can make a difference to reduce our environmental impact.
  2. Paperless documents – We go paperless wherever possible for both incoming and outgoing documents.
  3. Responsible sourcing – We work with suppliers who share our values of sustainability and keeping the environment clean.
  4. Secure packaging – We pack products carefully to prevent damage during transit, avoiding the waste that comes from damaged goods and replacements.
  5. Right-size packaging – We use packaging that fits the product to reduce material waste. For example, we will not pack a 5-inch product in a 15-inch bag.
  6. Energy awareness – We minimize energy consumption by choosing the shortest or combined routes for parcel drop-offs and errands, or opting for digital alternatives instead of traveling.
  7. No scheduled waste – Our operations do not generate scheduled waste onsite.
  8. Reduce, reuse, recycle – We actively reduce waste, reuse packaging materials where possible, and recycle.
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