IMPORTANT: All goods sold and delivered are strictly NON-REFUNDABLE, NON-RETURNABLE, or NON-EXCHANGEABLE without prior written approval, except under the conditions outlined below: 

CANCELLATION PRIOR TO SHIPMENT

If you cancel your order(s) before it ships from our warehouse, you will not be charged any additional fees. We require a cancellation request to be submitted by emailing us at empressstudio@gmail.com. 

Once the cancellation request is received, a full refund will be initiated. We would advise a cancellation request within 12 hours upon your order submission for a cancellation prior to goods shipment. 

RETURN POLICY

Applicable exclusively to online purchases made within Malaysia and Singapore only. 

The following are the policies to be eligible for return requests after shipment / receipt of goods:

1. Shipping for Returns:

EMPRESS STUDIO

Contact: +608-224 1780

Business address: 1B, India Street, 930000 Kuching, Sarawak, Malaysia.

1. Orders are returnable within 7 working days starting from the delivery date as shown on the courier tracking system if they are incorrect, damaged or defective. 
2. Only items that have been purchased directly from EMPRESS STUDIO can be eligible for a return.
3. Any EMPRESS STUDIO product purchased through other retailers is not eligible for this policy and must be in accordance to the respective retailers’ returns and refunds policy.
4. Goods are eligible for a return if the following are applied:

• Incorrect: The item is not the item you ordered. Wrong size or the color is different from what is indicated on the order summary, or there are missing items inside the packaging.

• Damaged: The items are found to be damaged upon receipt. Items have been tampered/refurbished or modified. Customers will be responsible for all shipping charges to return goods. Returns are applicable only for a complete EMPRESS STUDIO product.

1. Returned items must meet the following conditions:

• The item must be shipped back to us within 7 days from the delivery date (as shown on the courier tracking system). 
• A receipt or proof of purchase is required. 
• Items must be in new condition and returned in its original packaging and free gifts received with it. All packaging must be unused, unmarked and not defaced in any manner. 
• Items must be returned in the original box (or with, at least, suitable packaging) to protect the Product from damage during return delivered. 

1. Non-Returnable, non-refundable & non-exchangeable items: 

• Wear-and-tear goods, such as filters, cleaning tools, chemicals, and films. 
• Pre-order items, including items specifically ordered in advance or customized. 
• Clearance items, sold during promotional or clearance sales at discounted prices. 
• Gift items, received as complimentary products with purchases. 

Note: Please refrain from sending items directly to the manufacturer. All returns must adhere to our specified process. 

1. Change of order and cancellation of order will not be permitted once payment has been confirmed. Any cancellations due to a change of mind will not be accepted. 
2. We reserve the right to reject any cancellation, refund that is deemed unfit or unreasonable. 

Customer Responsibility:

• Return shipping costs are borne by the customer (non-refundable).
• Use local courier services (e.g., Poslaju, GD Express, CITY-LINK).

Note: Empress Studio is not liable for lost or damaged items during return shipping.

Empress Studio Reimbursement:

• Empress Studio reimburses return shipping costs for defective/damaged items only.
• Reimbursement is limited to local courier services only; international courier costs (DHL, TNT, FedEx, UPS) are not reimbursed.
• For further inquiries, contact empressstudio@gmail.com.

POLICY FOR USED PRODUCTS

1. Service First: For used products, refunds will not be provided immediately. The item will first undergo servicing to address the issue.
2. Replacement Option: If servicing does not resolve the problem, a replacement with the same item will be offered.
3. Refunds (Last Option): If both servicing and replacement are not feasible, a refund will be issued.

EXCHANGE POLICY

Applicable for defective or damaged items only.

One-to-One Exchange: Defective or damaged items qualify for a replacement. The exchange item will only be shipped after receiving the returned item.

If Exchange Item is Out of Stock:

• A similar product will be recommended.
• Customers may choose a full refund if they do not wish to exchange.

REFUND POLICY

Refunds are processed upon inspection and approval of returned items.

Refunds will be credited to the original payment method within a specific timeframe:

• Online Bank Transfer, full refunds will be credited into your bank account via online bank transfer, which should be posted within 3-5 working days.
• Credit card refunds services, refunds will be sent to the card-issuing bank.

For delayed refunds:

1. Check your bank account or contact your card-issuing bank with regards to the duration of the credit refunds.
2. Reach out to your bank for additional details. If unresolved, kindly contact: empressstudio@gmail.com.

SHIPPING POLICY

Shipping Address

We will only ship to addresses provided in the billing address or shipping address provided during your purchase.

Please ensure correct addresses and reachable phone numbers are provided when completing your order. We do not ship to P.O Boxes (Post-Office Box) and only to valid legitimate shipping addresses.

We will not be liable in the event of an incorrect shipping address being provided and goods are returned to us.

All re-delivery of goods to you will be charged for associated shipping charges which will be disclosed upon request for a second delivery attempt.

Change In Shipping Address

If you have any request for change of shipping address, please email us at abcde@gmail.com within 12 hours upon your order submission.

If a request for change in shipping address is made after 24 hours upon order confirmation, customers will be responsible for any associated shipping charges.

Shipping Time

It typically takes between 2-5 working days (Monday to Friday) for goods to arrive at your destination. The shipment will be delivered during office hours between 9:00 am to 5:00 pm weekdays only.

Tracking Number

Once goods leave our warehouse and are picked up by our shipping partner, the tracking ID for the package will be communicated to you via email and updated on your member’s account.