Cancellations, returns & refunds
Effective: 19 September 2026
Custom-cut products are made to your confirmed artwork and specifications. Please check your order carefully before payment.
33 Jalan Tekali 3, Kawasan Perindustrian Tekali,
43100 Hulu Langat, Selangor, Malaysia
1. Request a cancellation promptly
Contact us directly with your order number to request cancellation or a refund. Our team will discuss the issue with you, check the actual production stage and confirm the agreed outcome. Requests do not trigger automatic cancellations or refunds. Production may start soon after payment; do not assume there is a three-day cancellation window.
2. Before and after production
If we confirm cancellation before cutting or other customised production has begun, we refund the cancelled order. Once customised production has started, change-of-mind cancellations or returns are generally unavailable. This does not affect remedies for defective goods, incorrect supply or our failure to fulfil the agreed order.
3. Wrong, damaged or defective items
Inspect your items when received. Contact us as soon as reasonably possible with the order number, a description and clear photos of the issue; for delivery damage, retain packaging where practical. We assess the issue and provide an appropriate repair, replacement, re-cut or refund, taking account of your applicable rights. Please contact us before returning goods so we can arrange the correct process.
4. Artwork errors and changes of mind
If we have cut accurately to your confirmed specifications, changes to your design, dimensions, quantity or finish are normally a new order. If our work differs from what was agreed, tell us so we can resolve it. A screen preview alone cannot guarantee an exact physical colour match.
5. How refunds are paid
After communicating with you and approving a refund, our staff process it manually, normally through the original payment method. We confirm the agreed amount and submission status; bank and payment-provider processing times vary. Do not send card details by email. If a payment appears deducted but the order remains unpaid, contact us before attempting repeated payments.
6. Consumer rights
These rules do not remove any remedy or other right that cannot be excluded under applicable Malaysian law. There is no blanket “no refunds” rule for faulty or incorrectly supplied products.