Shipping, Cancellation & Refund Policy
Cancellation Prior to Shipment
If you cancel your order(s) before it ships from our warehouse, you will not be charged any additional fees except for the transaction fees charged by the payment gateway. We require a cancellation request to be submitted by emailing us at haylivin@gmail.com Once the cancellation request is received, a refund will be initiated. We would advise a cancellation request within 12 hours upon your order submission in order for a cancellation prior to goods shipment
If you decide to cancel your order twelve hour (12 ) after your order has been confirmed and prior to shipment, we shall deduct a minimum of RM 15.00 from your payment as administrative fees in addition to the transaction fees charged by the payment gateway company. The balance after deduction of the administrative fees and the transaction fee will be refund to you. Once your order has been shipped you are not able to cancel your order. We will not refund your payment even if you return the products to us.
Return Policy
- If you decide your piece isn’t quite right, you have up to 3 days from the date of delivery to return your item(s).
To ensure a successful return, please make sure that your piece is in as-new condition, and that you have the original packaging. All returns will incur a return collection fee (refer below) and an administrative fee of 10% – 20% depending on item(s) amount. Returns must be made in the original packaging. If you no longer have the original packaging, there is an additional MYR50 – RM 200 per item repackaging fee subjective to the size of the item. Once the item is back at our warehouse it will be inspected by our team. Provided it is in as-new condition we will issue a refund less administrative fees, repackaging fees (if applicable), and collection fees.
The following are the policies to be eligible for return requests after shipment/ receipt of goods:
- All goods sold are non-refundable except (i) Wrong Delivery and (ii) Damaged good during delivery.
- Only items that have been purchased directly from haylivin.com Online Store can be eligible for a return.
- Any haylivin.com Online Store product purchased through other retailers is not eligible for this policy and must be in accordance to the respective retailers’ returns and refunds policy.
- Returned items must meet the following requirements:
- The item must be shipped back to us within 3 working days upon receipt. (as proved by the postal or courier receipt).
- You have proof of purchase (order invoice number and receipt).
- Item 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.
- Item must be returned in the original box (or with, at least, suitable packaging) to protect the Product from damage during return delivery.
- 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.
- We reserve the right to reject any cancellation, refund that deemed unfit or unreasonable.
REFUND POLICY
Your refund will be issued once we have received and examined the returned goods at our return center. Once the returned goods fulfil our return policy, the refund will be initiated. The method of refund will be processed depending on your original payment method:
- 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.
Kindly contact your card-issuing bank with regards to the duration of the credit refunds.
SHIPPING POLICY
Shipping Address
We will only ship to addresses provided in the billing address or shipment address provided during your purchase.
Please ensure correct addresses and reachable phone number 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 is provided and goods are returned to us.
All re-delivery of goods to you will be charged for a 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 haylivin@gmail.com within 12 hours upon your order submission.
If request of 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 7-14 working days (Monday to Friday) for standard to arrive at your destination. The shipment will be delivered during office hours between 9:00 am to 6:00 pm weekdays only.
Tracking Number
Once goods is picked up by our shipping partner, the tracking ID for the package will be available. Any communication is to be via email/mobile app/sms.
For non-tangible products or services, confirmation of order and receipt will be communicated via email/mobile app/sms.Proof of purchase, invoice or delivery order will be available.
We reserve the right to amend this policy from time to time if deemed necessary, in which no prior notification or approval from the customer is required.