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Return Policy
SHIPPING, RETURNS & EXCHANGES
At Liya, we take great care in preparing every order to ensure it reaches you in perfect condition. If you require assistance with a return or exchange, please review the information below.
- What Is Your Return Policy?
Unused items may be returned within 14 days of receiving your order for an exchange or store credit, subject to approval.
To be eligible for a return:
- Items must be unworn, unwashed, and unused
- Items must be free from stains, odours, or damage
- Items must be returned with original packaging intact
- Proof of purchase is required
Important Hygiene Notice
For hygiene and personal care reasons, hijabs/scarves and perfumes are strictly non-returnable and non-refundable, unless a defect is identified upon receipt.
- Non-Returnable & Non-Exchangeable Items
The following items are not eligible for return or exchange:
- Hijabs / scarves
- Perfumes
- Sale or promotional items
- Accessories
- Any item marked as Final Sale
This policy is in place to protect all customers and ensure product hygiene and quality.
- How Do I Return or Exchange an Item?
To initiate a return or exchange, please submit your request via email below:
(fill it here)
Once your request is submitted, our team will review and notify you of the next steps.
- Return & Exchange Conditions
- Return shipping costs are borne by the customer, unless the item received is incorrect or defective
- Returned items are subject to inspection and approval
- If approved, store credit will be issued within 48 hours after we receive the returned item
- Store credit is valid for future purchases and cannot be converted to cash
We reserve the right to reject any return if the above conditions are not met.
- Fair Use & Account Monitoring
To ensure fairness for all customers, Liya reserves the right to:
- Monitor return activity
- Suspend or restrict accounts with excessive or suspicious return behaviour
- Reject returns that do not meet our policy conditions, even if submitted within the return window
If a return is rejected, the item will be returned to the sender.
- What If I Received the Wrong Item or a Defective Product?
If you receive an incorrect, damaged, or defective item, please contact us immediately.
Email: (Fill in here)
Please include:
- Your order number
- Clear photos of the item received
- A brief explanation of the issue
Our team will assist you promptly and ensure the matter is resolved fairly.
- Parcel & Courier Disclaimer
All items are carefully inspected and packed before shipment.
Liya is not responsible for external damage to packaging caused during courier handling. However, this does not affect your rights if the item inside is defective or incorrect.
- Legal Compliance (Malaysia)
This policy is designed in accordance with:
- Malaysian Consumer Protection (E-Commerce) Regulations
- Fair trading practices
- Personal data protection standards (PDPA)
Liya reserves the right to amend this policy without prior notice.
Need Help?
If you have any questions regarding shipping, returns, or exchanges, our team is always here to assist.
(fill it here)
IG – wear_liya
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: {physical address}.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at {email} for questions related to refunds and returns.