RETURNS AND EXCHANGE POLICY

Customer Satisfaction

We appreciate the opportunity to serve you and your satisfaction is always our top priority. At Sleeping Llama (Llama Venture Sdn Bhd), we stand behind the quality of our products and services and will do our best to make things right if you are not satisfied with your purchase (subject to the terms and conditions herein). We believe that we can work together to make every purchase a positive buying experience. We assure you that our products are carefully inspected before leaving our warehouse for delivery. 

General

Our Returns and Exchange Policy only applies to the products purchased on our Website. We shall not entertain any request for an exchange or a refund at the boutique or our physical store if you make your purchases online through our Website without first notifying our team via email at [email protected]

You will not be able to cancel the orders placed. Note that to be able to return or exchange a product, it must be unused and in the same condition that you received it.

Returns

All sales are final. We take returns seriously due to hygiene purposes. However, in the event you receive products which are defective or damaged, we advise you to go through the terms herein to ensure that the products are eligible for a return. 

1. We advise you to inspect your order upon receipt and notify us immediately if the product received is defective, damaged or if you receive a wrong product, so that we can evaluate the issue and make it right.
2. Subject to you receiving a wrong product or the product being defective or damaged, we gladly accept returns of unworn, unwashed, unused, unaltered and un-ironed product within five (5) days of receiving the product ordered from our Website. The product must be in the same condition and in the original packaging when you received it with tag/label still intact. We will inspect the products returned and we reserve our right to refuse any request for a return or exchange upon inspection.
3. If we receive product that is damaged, soiled, or showing signs of washing or wear, we shall refuse acceptance and sent it back to you. 
4. If you miss the five-day return window, unless you are able to provide us with valid justification and supporting documents (subject to our sole discretion), we will charge you a fee of 10% of the product price to allow us to process your request for a return or an exchange.
5. Only normal priced products are eligible for a return. Products on sale and purchases made with voucher codes are non-returnable and non-exchangeable.
6. The product returned is your responsibility until it reaches our warehouse and we accept delivery. We advise you to pack the product properly to avoid potential damages. This includes the box, packaging and tags (where applicable). Sleeping Llama shall not be responsible for any damages to the product returned, missing parcel and/or delay in delivery due to third party delivery partner. 
7. We cannot be held responsible for products/parcel damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We encourage you to use a postal service that insures you for the value of the product and obtain proof of posting. We are unable to issue a refund without actual receipt of the product or proof of received return delivery.
8. You are responsible for the cost and risk of returning the product to us.

Refunds

All sales are final. Cash refunds are not available. However, we may consider your request for a refund if you fulfil the terms herein.

1. We may consider cash refunds if the products you ordered are out of stock, hence it will be impossible for us to offer you an exchange of the same product.
2. We will process approved refund request within thirty (30) days.
3. We will use the same means of payment as you used for your order.
4. Only the price of the product purchased is refundable. Note that shipping costs and/or other costs related thereto shall not be refundable.
5. Unless the products are out of stock, note that we will not entertain any request for a refund of products which are defective or damaged – you may only request for an exchange subject to the fulfilment of the terms herein.
6. Only normal priced products are eligible for a refund. Products on sale and purchases made with voucher codes are non-refundable.
7. We shall not entertain any request for refunds due to change of mind.

Change of Mind?

Unfortunately, we shall not entertain and accept any request for refunds due to change of mind. However, we may consider your request for an exchange if you change your mind about the product purchased on our Website. 

Discrepancies

Whilst we have carefully selected and inspected our products, note that our products are predominantly produced, hence there might be slight discrepancies from one set to another.

Also, whilst we have made every effort to display the colours and images of our products as accurately as possible on our Website, there might be slight differences depending on your screen’s display. Therefore, we cannot guarantee that your screen’s display will be accurate. Note that actual products might vary – There might be some slight differences in the position of certain images on our products. Please note that, size might vary (up to 1-2cm).

Note that our products which are on sale or have been discounted may have slight discrepancies, for instance, slight sewing/stitching imperfections. 

Further Assistance

If you intend to return or exchange the product you purchased from our Website or if you have any inquiries on our Returns and Exchange Policy, please drop us an email at [email protected] and our team will assist you further.