SHIPPING, CANCELLATION, AND REFUND POLICY
Cancellation Prior to Shipment
Last Updated: 15 October 2026
At HAY LIVIN, we aim to provide a smooth and reliable furniture shopping experience. This policy explains our delivery arrangements, order cancellations, returns and refunds.
Please read this policy carefully before placing an order.
1. Delivery Timeframes
Estimated delivery times are as follows:
Ready Stock – Truck Delivery: 10–14 working days.
Ready Stock – Standard Delivery: 7–14 working days.
Made-to-Order Items: Approximately 4–6 weeks.
Pre-Order Items: Approximately 8–12 weeks.
Out-of-Stock Items: Please contact our customer service team for availability and estimated delivery dates.
Working days exclude weekends and public holidays.
Delivery timeframes are estimates and not guaranteed delivery dates. Actual delivery times may vary depending on product availability, production schedules, delivery location and logistics arrangements.
During festive seasons such as Chinese New Year, Hari Raya and other peak periods, delivery may take longer than usual.
We will make reasonable efforts to communicate significant delays and arrange delivery as soon as practicable.
2. Delivery Scheduling
We do not guarantee a fixed delivery date or time during checkout.
Customers may indicate their preferred delivery date in the Order Notes section during checkout. We will make reasonable efforts to accommodate the request, subject to delivery availability.
Our delivery team will contact customers in advance to confirm the scheduled delivery arrangements.
Customers must ensure that someone is available to receive the furniture at the confirmed delivery time.
3. Shipping Address and Contact Information
Customers must provide an accurate and complete delivery address, including a reachable contact number.
We do not deliver to P.O. Box addresses.
Requests to change a delivery address should be submitted to haylivin@gmail.com within 12 hours of order placement.
Address changes requested after order processing may result in additional delivery charges, which will be communicated before proceeding.
HAY LIVIN is not responsible for delivery failures caused by incorrect customer-provided information, except where required by applicable law.
4. Missed Deliveries and Re-Delivery
To avoid additional charges, customers must ensure someone is available to receive the furniture at the confirmed delivery time.
If delivery cannot be completed due to:
No one being present to receive the order.
Incorrect or incomplete delivery information.
Restricted building or guardhouse access.
Failure to obtain necessary management approvals.
Unavailability of a required service lift or loading bay.
An additional re-delivery fee may apply.
The applicable charges will be communicated to the customer before a second delivery attempt is arranged.
5. Building Access and Delivery Readiness
For condominiums, apartments, gated communities and managed residential buildings, customers are responsible for ensuring that:
The building management permits furniture delivery on the scheduled date and time.
Necessary delivery permits or approval forms have been arranged.
Service lifts and loading bays are booked in advance where required.
Access routes, doorways, corridors and lifts are suitable for the furniture dimensions.
Any building-specific delivery restrictions are communicated to HAY LIVIN before delivery.
Our delivery team may be unable to wait for access permissions to be granted, as other deliveries may be scheduled.
If delivery cannot be completed due to building access restrictions within the customer’s control, additional re-delivery charges may apply.
6. Delivery Inspection
We strongly encourage customers to inspect their furniture immediately upon delivery.
Please check for:
Visible scratches, dents or damage.
Incorrect products or colours.
Missing parts or accessories.
Other delivery-related issues.
If any issues are discovered, please notify HAY LIVIN as soon as possible, preferably within 24 hours of delivery.
Please provide your order number, a brief description of the issue and photographs or videos where available.
Prompt reporting helps us investigate and resolve delivery-related issues more efficiently.
Reports made after 24 hours will still be reviewed fairly in accordance with applicable Malaysian consumer protection laws.
7. Order Cancellation
Cancellation Within 12 Hours
Customers may request cancellation within 12 hours of placing an order, provided the order has not been dispatched.
Approved cancellations will be refunded after deduction of any applicable non-refundable payment gateway transaction fees, where legally permitted.
Cancellation After 12 Hours
Cancellation requests submitted more than 12 hours after order confirmation but before dispatch may be subject to:
A minimum RM15 administrative fee.
Applicable non-refundable payment gateway transaction fees, where legally permitted.
Any deductions will be communicated before cancellation is processed.
Cancellation After Dispatch
Orders cannot normally be cancelled once they have been dispatched.
However, customers may still request a return where eligible under our Return Policy or exercise applicable statutory consumer rights.
Made-to-Order and Customised Items
Cancellation of made-to-order or customised furniture may be restricted once production has commenced.
Any applicable cancellation restrictions or charges will be communicated to customers before purchase.
To request a cancellation, please email haylivin@gmail.com with your order number.
8. Return Policy
Change-of-Mind Returns
If a customer decides that a purchased item is not suitable, a return request may be submitted within 3 calendar days of delivery.
Change-of-mind returns are subject to approval and the following conditions:
The item must be unused and in as-new condition.
Original packaging and accessories should be retained.
Proof of purchase must be provided.
The item must be eligible for a change-of-mind return.
Approved change-of-mind returns may be subject to:
An administrative fee of 10%–20% of the item value, depending on the item.
Applicable return collection charges.
An additional repackaging fee of RM50–RM200 per item if the original packaging is unavailable.
Any applicable charges will be communicated before the return is approved.
Made-to-order, customised or personalised items are generally not eligible for change-of-mind returns unless otherwise agreed.
Damaged, Defective or Incorrect Items
If customers receive damaged, defective, incorrect or incomplete products, please contact HAY LIVIN as soon as possible.
Customers should provide:
Order number and proof of purchase.
Photographs or videos of the issue, where available.
A description of the problem.
HAY LIVIN will assess the issue and provide an appropriate remedy, such as repair, replacement or refund, in accordance with applicable Malaysian consumer protection laws.
Change-of-mind administrative fees will not apply to statutory remedies where prohibited by law.
Return Collection and Inspection
Where a return is approved and collection is required, our team will coordinate the return arrangements with the customer.
Returned items will be inspected upon receipt.
For change-of-mind returns, refunds will be processed after confirming that the items meet the applicable return conditions.
9. Refund Policy
Approved refunds will be processed according to the original payment method where practicable.
Online Bank Transfer
Refunds are generally processed within 3–5 working days after approval.
Credit or Debit Card
Refunds will be submitted to the relevant payment provider or card-issuing bank. The time required for the refund to appear depends on the provider or bank.
For approved change-of-mind returns, applicable administrative, collection and repackaging fees may be deducted from the refund amount.
Customers will be informed of the deductions before the refund is processed.
Refunds and remedies required by Malaysian consumer protection laws will be handled in accordance with those laws.
10. Shipping and Tracking Information
For standard courier deliveries, tracking information will be provided when available after the shipment has been collected by our delivery partner.
For furniture delivered by truck, delivery arrangements will be communicated directly by our delivery team.
Standard deliveries are generally scheduled during normal business hours, subject to the delivery service and location.
Additional delivery services, where available, may be subject to separate charges communicated before confirmation.
11. Policy Updates
HAY LIVIN reserves the right to update this policy from time to time.
Updated policies will be published on our website. Changes will not retrospectively remove rights that customers have already acquired under applicable law.
Nothing in this policy excludes or limits any non-excludable consumer rights or remedies under Malaysian law.
12. Contact Information
For delivery enquiries, cancellations, returns, refunds or product-related issues, please contact:
HAY LIVIN
Email: haylivin@gmail.com
Phone: 019-7727 872
Showroom: No. 33, Jalan Waruna AR U5/AR, Bandar Pinggiran Subang, 40150 Shah Alam, Malaysia.