This policy explains when a refund, return or exchange is available for orders placed with Shinelily Fashion Sdn. Bhd. Because our catalog is sold by the wholesale set, and clothing and fabric goods carry an inherent manual measurement and colour tolerance, this policy sets out what is and isn't covered, and should be read together with our Terms & Conditions.
ShineLily supplies wholesale clothing and fashion accessory sets, ranging from 20 to 150 pieces per SKU, priced and sold as complete sets rather than individual pieces. Because each set is packed against real stock on hand, and because fabric goods carry natural manufacturing tolerance in sizing and colour, this policy sets out clearly what qualifies for a refund, return or exchange so there are no surprises once an order is confirmed.
Unused, unwashed sets in their original packaging may be returned for a refund or exchange within 7 calendar days of delivery, provided the full set is returned together and accompanied by proof of purchase. The Client is responsible for return shipping costs unless the return is due to our error or a defect covered under Clause 4. Partial sets, or sets that have been worn, washed, altered or are no longer in resaleable condition, are not eligible for return under this clause.
Every product listing states a manual measurement tolerance of approximately 1 to 3 cm, since garments, bags, shoes and accessories are measured by hand rather than machine. The actual colour of an item may also differ slightly from photographs shown on the website due to monitor brightness, display settings, lighting conditions and photo-taking environment. Variance within these stated tolerances is not considered a defect and is not eligible for return, refund or exchange under this policy.
If an item arrives damaged, defective, or with a fault beyond the tolerance described in Clause 3, notify us within 72 hours of delivery at shinelily.fashion@hotmail.com, including your order reference, a description of the fault, and clear photographs of the affected pieces and packaging. Claims submitted after this window may still be considered at our discretion but cannot be guaranteed. Once verified, we will offer, at our discretion, a replacement of the affected pieces, a partial refund reflecting the affected quantity, or a full refund where the fault affects the entire set and a suitable replacement is not available.
If we ship a SKU, quantity or set count that does not match your confirmed order, this is treated as our error and Clause 4 applies in full, at no cost to you, including return shipping of the incorrect items where applicable.
To start a return or claim, email shinelily.fashion@hotmail.com with your order reference and the reason for the request. We will confirm eligibility, and where a physical return is required, provide instructions for how and where to send the goods. Please do not send items back before receiving this confirmation, as unsolicited returns may not be processed promptly.
Approved refunds are issued by bank transfer to the account used for the original payment, or another account you nominate in writing, within 14 business days of approval. Refunds are issued in Malaysian Ringgit (MYR); where the original payment was made in another currency, the refunded amount reflects the MYR value received, less any transaction charges already incurred by ShineLily that are not recoverable.
The following are non-refundable except where the entire order is cancelled due to our error: outbound freight and courier charges once goods have been dispatched, and customs duties or import taxes paid on international shipments. These represent real, non-recoverable costs paid to third parties on the Client's instruction.
For bulk orders requiring a deposit, cancellation before the order has been packed and before the deposit has been committed to stock allocation is refundable in full. Cancellation after packing has commenced forfeits the portion of the deposit already committed to stock and handling costs incurred up to that point, with any remaining balance refunded. We will provide a breakdown of costs incurred on request.
Single-piece samples requested to evaluate fabric, sizing or colour before committing to a full wholesale set are charged at cost and are non-refundable, as they are set aside specifically for your evaluation. Sample charges may be credited against a subsequent bulk order at our discretion, where agreed at the time the sample is requested.
Exchanges for a different SKU or colourway follow the same eligibility conditions as Clause 2 and are subject to stock availability. Exchanges are not available where the item falls within the sizing or colour tolerance described in Clause 3.
For any refund, return or cancellation request, contact shinelily.fashion@hotmail.com or call +6011-5691 5768, quoting your order reference. Our registered address is 28-09, Menara PGRM Tower 2, Jalan Pudu Ulu, Taman Pertama, 55300 Kuala Lumpur, W.P. Kuala Lumpur, Malaysia.