Refund and Exchange Policy

INTRODUCTION

This Policy is operated by NVAE SDN BHD (hereinafter referred to as "Us/we/our"). "Client", "You" and “Your” refers to the person who visits this Website for browsing, exploring, and purchasing products.

POLICY

We strive to achieve the highest production quality and work closely with our delivery partners to ensure that you receive your pieces in a timely fashion and great condition. However, in case you have an issue with the garment received, please follow our policy below:

Refund Policy: We do not offer cash/bank refunds. Your product is eligible for an exchange or style exchange only if it satisfies the following conditions:

  1. An incorrect garment has been delivered to you, not matching your order confirmation.

  2. The garment purchased has been delivered with a manufacturing defect.

  3. The garment is not the right size (eligible for a size exchange only, in the same piece). Size exchanges are permitted one (1) time only.

NOTE: For returns/exchanges, please reach out to us within 7 days of delivery. Requests made after 7 days from the delivery date will not be accepted.

EXCLUSIONS (Non-Exchangeable Items)

Please note that the following are considered Final Sale and are not eligible for return or exchange:

  • International Orders: All international orders are final. We do not accept returns or exchanges for items shipped outside of Malaysia due to the complexities and costs associated with international shipping, customs, and duties.

  • Embroidered or Customized Pieces: Any garment that has been customized for size, color, or other specifications is considered a final sale.

  • Sale Items: Items purchased during clearance, promotional offers, or limited-time sales are not eligible for return, exchange, or refund.

  • Natural Fabric Variations: Due to the handwoven nature of our fabrics, slight irregularities in color and texture are inherent characteristics and not defects.

  • Screen Rendering: Slight variations in color may occur due to differences in display settings across devices and screens.

CANCELLATIONS & ALTERATIONS

  • Cancellation of Orders: In the event that we must cancel a pre-paid order due to unforeseen events, the full amount will be refunded to your original bank account/payment method.

  • Alterations: We do not provide alteration services for any products.

HOW TO INITIATE AN EXCHANGE

If your garment meets the criteria, please contact our support team with your Order Number and Reason for Exchange (include images for defective/incorrect items):

  • Email: nvaeofficial@gmail.com

  • WhatsApp: +60 13-407 8888

Return Address: The product must be received at the following address within 7 days of our team approving your request:

NVAE SDN BHD Lot 1901 Seksyen, 41, Jalan Raja Muda Abdul Aziz, Kampung Baru, 50300 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia.

Please ensure the product is unused, in its original packaging, and with all tags intact. All exchange shipping charges (both ways) are to be borne by the customer.

TAXES & DUTIES

For Customers in Malaysia

Product prices displayed are inclusive of all applicable local taxes.

For International Customers

Orders are shipped on a DDU (Delivery Duty Unpaid) basis. Product prices displayed are exclusive of import duties. As the recipient, you are liable for all import duties, customs, and local sales taxes levied by your country; payment of these is necessary to release your order from customs.