Refund and Returns Policy
SH EASYMOVE SDN BHD
📧 Email: sh_easymove@outlook.com
📍 Address: 66A, Jalan Bakawali 49, Taman Johor Jaya, 81100 Johor Bahru, Johor
We want our customers to be satisfied with every purchase. If you encounter an issue with your order, please review the following Return, Refund & Exchange Policy before submitting a request.
1. Return Eligibility
Return requests may be considered under the following circumstances:
The wrong item was sent by the company.
The item received does not correspond with the specifications, description, features, or other information stated on our website.
The item arrives spoiled, damaged, or defective.
The order exceeds the delivery timeframe stated in our Shipping Policy.
The customer wishes to return an eligible item within 30 days from the date the order is received, provided that the return conditions stated in this policy are fulfilled.
For general returns, the product must be unused, in its original condition, with all original packaging intact, and accompanied by valid proof of purchase.
For health and hygiene reasons, certain personal care products are not eligible for return, including adult diapers, opened acupuncture mats, used massage items, and other personal care products.
2. Return Request and Supporting Evidence
For items that are incorrect, damaged, defective, spoiled, or otherwise inconsistent with the product information provided on our website, customers must notify the company and submit the required supporting evidence within 24 hours of receiving the item.
The following evidence may be required:
A clear and continuous unboxing video showing the parcel before it is opened, including the shipping label, outer packaging, and the item received.
A clear video demonstrating the first use of the product, where applicable.
Clear photographs of the product and any visible damage or defects.
Order details, proof of purchase, or any other supporting documents requested by the company.
Requests submitted without sufficient supporting evidence may not be accepted.
3. Order Cancellation
Cancellation requests must be submitted within 12 hours after the order is placed.
Once an order has been packed or shipped, cancellation is no longer available.
4. Refunds
All return requests are subject to review and approval by the company.
Once an approved return has been received and verified, the refund will be processed to the original payment method within 7–14 business days.
The processing time may vary depending on the customer’s payment provider or financial institution.
5. Exchanges
We do not offer direct item-for-item exchanges.
If you wish to purchase a different product, you may return the original item if it meets the applicable return requirements and place a new order for the desired product.
6. Non-Acceptance of Requests
The company reserves the right to reject a return or refund request if:
The request does not meet the requirements stated in this policy.
The item has been used, damaged, altered, or is not returned in its original condition, where applicable.
Required supporting evidence is not provided.
The request is submitted outside the applicable timeframe.
7. Governing Law
This Return, Refund & Exchange Policy is governed by and interpreted in accordance with the laws of Malaysia.
8. Contact Us
For any questions regarding returns, refunds, exchanges, or order cancellations, please contact us:
📧 sh_easymove@outlook.com
📍 66A, Jalan Bakawali 49, Taman Johor Jaya, 81100 Johor Bahru, Johor