1. Exchange/Pass Policy

• No cancellations or changes are allowed after an item is locked.
• Requests for exchanges or additional passes will be considered joy buyer behavior and will not be entertained outside of the live session.
• Failure to make payment is also considered joy buyer behavior, and customers who frequently violate this rule may be restricted from future live sessions.

2. Cancellations/Exchanges Outside Live Sessions

• Any cancellation or exchange requests outside of the live session will incur a penalty. The penalty will be determined based on the situation and associated costs.
• If a cancellation is made outside the live session, any Free Lock (FL) items will also be automatically canceled.
• Customers who lock items during the live session must respond and complete the payment immediately. If there is no response, the order will be considered canceled outside the session, a penalty will be imposed, and the item will be resold in the next live.
• Each customer is allowed only one cancellation per live session, even if items are locked across different days (e.g., 05, 16 & 29 January are considered one session).
• Customers may only cancel or pass on the same day the item was locked. If the item has already entered the next live session, no cancellation or pass will be accepted. If the customer insists, a penalty will be imposed.

3. Refund Policy

• No refunds are allowed after an item is locked during the live session.
• If a refund is applicable, it will be processed within 15 working days, excluding weekends and public holidays

4. Payment for Locked Items

• Full payment is required for the first locked item, including the shipping fee.
• If payment is not made within the specified timeframe, the order will be canceled.

5. Shipping Policy & Delays

• Parcels will only be shipped on working days, excluding Saturdays, Sundays, and public holidays.
• Shipping may be delayed if the payment amount is insufficient or if the shipping address is incomplete.
• Customers must ensure that all shipping details are correct and complete to avoid delays.
• Customers are responsible for ensuring that the shipping address provided on the website is accurate. If the address is incorrect or incomplete, shipping may not be processed.
• If a customer fails or refuses to provide the required shipping information via the website (and not through WhatsApp Business), the order will not be processed and no refund will be issued.

6. Shipping Fees

• RM6 for Peninsular Malaysia.
• RM7 for Langkawi.
• DFOD (Delivery Fee on Delivery) for Sabah, Sarawak, and Labuan.
• Each parcel can hold up to 3 pieces of clothing. If the material is thin, it may fit 4 pieces, depending on the condition.

7. Holding Items Policy

• Items can only be held until the next live session.
• If the holding period exceeds the set limit, the item will automatically be counted as DFOD (Delivery Fee on Delivery).

8. Return Costs

• All shipping and return costs will be borne by the buyer.
• If the received item is damaged or incorrect, customers may contact us for a resolution.

9. Quality & Condition of Bundle Clothing

• Sweatshirts and hoodies sold are bundle (second-hand) clothing, not new items.
• Each item is preloved, and we do not guarantee 100% perfection.
• Minor defects such as faded colors, loose stitches, fabric fuzz, or signs of wear are normal for bundle clothing.
• Major defects such as large tears or visible stains will be informed during the live session.
• If you are looking for clothing in 100% brand-new condition, we do not recommend purchasing bundle items.

10. Sizing & Measurements

• Customers are responsible for checking the stated measurements during the live session.
• Each sweatshirt and hoodie may have different measurements, even if the tag size is the same.
• No returns or exchanges are allowed if the clothing does not fit, as all measurements are provided during the live session.

11. Locking Items & Photo Submission Policy

• If a customer locks an item during the live session, payment must be made immediately.
• No exchanges or changes are allowed after an item is locked.
• If a customer fails to provide a photo of the locked item, we reserve the right to cancel the lock.
• We will not be responsible if the customer mistakenly locks the wrong item. Ensure the selected item is correct before locking.
• If the locked item does not match the provided photo, we reserve the right to cancel or modify the order.
• Any violation of the photo submission policy may result in a penalty determined based on the situation and related costs.
• Customers who repeatedly violate this policy may be restricted from locking multiple items in future live sessions or completely banned from live sessions.

12. Shipping Address Policy

• Ensure the shipping address is complete, including house number, recipient’s name, and a valid phone number.
• We will not be responsible for delivery errors due to an incomplete or incorrect address.
• If a parcel is returned due to an incorrect/incomplete address, the customer must bear the cost of reshipping.

13. Email & Notification Policy

• Customers must provide a valid and active email address to receive order-related notifications.
• If a customer provides a fake email, inactive email, or an email with full storage, we will not be responsible if they fail to receive notifications or shipping updates.

14. Customer Responsibilities

• Customers are responsible for reading and understanding all information provided in:
  
  • TikTok live
  • WhatsApp Business auto-reply messages
  • WhatsApp Business catalogue
  • Terms & Conditions on this website
• We will not be responsible for any customer negligence in reading or understanding the provided information.