1. Introduction
At LAYOVER STUDIO SDN BHD, we are committed to offering high-quality food products and a satisfying shopping experience. While we take pride in the freshness and condition of every item we deliver, we also understand that there may be instances where a return, refund, or cancellation may be necessary. This policy outlines our process to ensure your concerns are handled in a fair and transparent manner.
2. Return & Refund Policy
We accept returns and offer refunds within 30 calendar days of the delivery date, subject to the conditions stated below. Our goal is to ensure that your experience with us is smooth, even when something doesn’t go as expected.
2.1 Eligibility Criteria
To qualify for a return and refund:
- You must request the return within 30 days from the date you received the product.
- Items must be unopened, unused, and in original condition, including the original packaging and all labels or seals.
- Items must have been stored under proper conditions as indicated on the product label.
- A valid proof of purchase (e.g., order confirmation or receipt) must be provided.
2.2 Ineligible Returns
We will not accept returns under the following circumstances:
- Products that have been opened, used, or consumed in part.
- Products not stored in accordance with handling instructions (e.g., items requiring refrigeration left at room temperature).
- Items returned after the 30-day return window has lapsed.
- Items that are damaged due to customer mishandling or negligence.
2.3 Return Process
To initiate a return:
- Contact us at layover_studio@outlook.com with your order number, the item(s) you wish to return, and the reason for return.
- Our support team will review your request and provide instructions on how to proceed.
- Once the returned item is received and inspected, we will notify you regarding the approval status of your refund.
2.4 Refund Processing
If your return is approved:
- A refund will be issued using the original method of payment.
- Refunds are typically processed within 7 to 14 business days after the returned item is received and inspected.
- You will receive an email confirmation once the refund has been processed.
3. Cancellation Policy
We understand that you may change your mind after placing an order. As such, we allow for order cancellations within 12 hours from the time of purchase, provided the order has not yet been processed or shipped.
3.1 How to Cancel
To cancel an order:
- Email us at layover_studio@outlook.com within 12 hours of your order confirmation.
- Provide your full name, order number, and reason for cancellation.
3.2 Limitations
Cancellations requested after the 12-hour window may not be accommodated if the order has already entered processing or shipping stages. If cancellation is no longer possible, the item may still be eligible for return under the 30-day return policy, depending on its condition.
4. Damaged or Incorrect Items
If you receive an item that is damaged, defective, or incorrect:
- Please contact us at layover_studio@outlook.com within 3 calendar days of receiving the item.
- Provide photographic evidence and a clear description of the issue.
- Once verified, we will arrange a resolution, which may include a replacement or a full refund.
5. Contact Us
For any return, refund, or cancellation inquiries, please contact our customer care team:
LAYOVER STUDIO SDN BHD
Email: layover_studio@outlook.com
Address: 20A Tingkat Atas Jalan Nadchatiram, Taman Taynton View, 6th Miles, Jalan Cheras, 56000 Kuala Lumpur, W.P. Kuala Lumpur, Malaysia
6. Policy Updates
We reserve the right to amend this policy at any time to reflect changes in legal regulations, business operations, or customer service practices. Updates will be published on our website and will take immediate effect upon posting.