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CUSTOMER ORDER CANCELLATION, RETURN AND REFUND POLICY

RETURN & REFUND

POLICY

1. Order Cancellation Policy

Thank you for shopping with us. We understand that sometimes plans change, so we offer flexible order cancellation options depending on the order status. Please review our cancellation policy below.
a) Before Shipping
You may cancel your order free of charge if it has not yet been shipped. Please contact our customer service team at hayagroup.co@gmail.com OR +60 11-20936730 as soon as possible to request a cancellation.

b) After Shipping

If your order has already been shipped, it cannot be canceled. However, you may initiate a return once you receive the item (see Return Policy below).

c) Reasons cancel orders due to

  • Payment failure or fraudulent activity

  • Policy violations or suspicious activity

  • Late dispatch beyond fulfillment timelines

  • Logistics issues (e.g., lost or damaged items)

2. Returns

At HAYA, our goal is to ensure every customer enjoys a happy and satisfying shopping experience. If for any reason you're not completely satisfied with your purchase, we gladly accept returns within 7 days of receiving your order.

2.1 Eligibility & Timeframe

a) All returns and exchanges must be requested within 7 days of the delivery date. It is the customer's responsibility to identify any discrepancies or defects upon delivery of the order. 
b) Returns and exchange requests made more than 7 days after the delivery date will not be allowed. Therefore, it is important to ensure that you have received your order in good condition within the stipulated time.
c) If item received is incorrect, damaged or faulty (e.g., different of size/ colour, wrong or defective items), we will arrange a return and work out a solution with you:

  • Send a replacement for the wrong or defective item sent

  • Exchange your item for different size/ colour

  • Provide a partial/ full refund to your original payment mode

2.2 Condition Required

​a) Due to our strict hygiene policy, please ensure that the returned items are under the following conditions:

  • Items must be unworn, unwashed, and undamaged.

  • Items must be in the original packaging, and in resalable condition (even is defect items must be in the above condition mentioned)

b) Non-Returnable Items

  • Custom or personalized products

  • Final‑sale or clearance items

  • Virtual, digital, or perishable goods

  • Scarf inners (inner tudung), handsocks, and inner long sleeves are non-returnable, non-exchangeable and non-refundable.

2.3 How to Initiate a Return

You’ll receive return instructions within 1 business days. Please follow the return process, as mentioned below:
a) Kindly contact our live customer support team via WhatsApp (+6011-2093 6730)

  • It is required to state the order ID, product details, returns reason and provide evidence of photos and/or videos showing product errors or defects.

  • Please note that we may cover the return postage up to a certain limit, depending on the nature of your return/refund.

  • Once agreed, we will send the authorized return address.

b) Prepare your return

  • Items should be in its original condition, quantity and packing as it first received with any tags attached, dust bags, ribbons, or tissues.

c) Mail your parcel

  • You may return the item using the provided return label (if applicable) or a courier service of your choice..

  • We accept Cash on Delivery (COD) for return shipping only if responsibility for the return is determined (e.g., due to our fault or the buyer's fault).

  • If the return is due to a mistake on our part (e.g., wrong or defective item), we will bear the return shipping cost and it must be paid via COD. (how to do the shipping payment via COD, please refer to your customer service)

  • If the return is due to a change of mind or buyer’s fault, the buyer is responsible for the return shipping cost.

d) Send your postage receipt

  • The tracking number and details can be found on the receipt, so send us a copy for a reference.

e) We will inspect the returned product upon return by you and process an exchange or refund as agreed within 14 days from the approved return date.

2.4 Exchanges

We offer exchanges for items that are defective, damaged, or incorrect upon delivery.
a) Eligibility for Exchange

  • You may request an exchange if:

  1. The item you received is damaged, defective, or not as described

  2. The request is made within 7 days of receiving your order

  3. The item is unused, in its original packaging, and in resalable condition

 

  • Exchanges are subject to product availability.

  • If the item is no longer available, we’ll offer a refund or store credit instead.

  • Shipping costs for exchanges due to our error (e.g., wrong or defective item) will be covered by us.

  • If the exchange is due to customer preference (e.g., size or color change), the customer will be responsible for return shipping fees.

b) How to Request an Exchange

  • Kindly contact our customer support team via WhatsApp (+6011-2093 6730) within 7 days of delivery.

  • Provide your order number, a brief description of the issue, and clear photos of the item (if applicable).

  • Once approved, we’ll send instructions for returning the item and shipping the replacement.

3. Refund

We aim to process all refunds as smoothly and quickly as possible. Please review the details of our refund process below:

3.1 Refund Review & Approval

  1. Once we receive your returned item, our team will inspect it to ensure it meets our return conditions (e.g., unused, in original packaging, no damage).

  2. This inspection typically takes 5–7 business days from the date we receive your return.

  3. After inspection, you will receive an email or message notifying you of the approval or rejection of your refund request.

3.2 Refund Method & Timeline

  1. If your return is approved, your refund will be issued to your bank account. We may request your bank details to complete the refund via bank transfer.

  2. Refunds are typically processed within 5–14 business days after approval.

3.3 Partial Refunds (if applicable)

In certain cases, a partial refund may be issued, such as:

  • Items returned in used or damaged condition

  • Items returned beyond the return window without prior approval

3.4 Non-Refundable Items

Shipping fees and COD charges (if applicable) are non-refundable, unless the return is due to a defect or error on our part.

Important Notes
If an item is ineligible for return and the conditions are not met, the return will be rejected and sent back to the sender. We reserve the right to reject any returns and refunds that are deemed suspicious at our absolute discretion.
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