RETURN & REFUND POLICY

Last Updated: 1 November 2026

Thank you for shopping with HNB BOUTIQUE.

We strive to provide quality products and a satisfactory shopping experience. Please read our Return & Refund Policy carefully before placing an order.

This policy applies to orders placed through our official website, https://hnbboutique.com, including deliveries to Malaysia and Singapore.

1. ORDER INSPECTION & UNBOXING

Customers are strongly encouraged to record a complete unboxing video, starting from the unopened parcel until all items have been unpacked.

This recording may help us investigate missing items, incorrect products, damage during delivery, or courier-related disputes.

Customers are encouraged to inspect their orders immediately upon delivery and contact our customer service team within 24 hours if any issues are discovered.

An unboxing video is recommended but is not a mandatory condition for exercising statutory consumer rights. Other reasonable supporting evidence may be accepted.

2. SIZE EXCHANGES

If the purchased item does not fit, customers may request a size exchange subject to the following conditions:

  • The request must be submitted within 24 hours of receiving the parcel.
  • The item must be shipped back within 3 calendar days of receiving the parcel.
  • Items must be unworn, unwashed, unused, and unaltered.
  • All original tags and labels must remain attached and undamaged.
  • The item must be free from stains, odours, or signs of use.
  • Exchanges are subject to stock availability.

Customers are responsible for both the return shipping fee and the shipping fee for the replacement item.

Requests submitted outside the stated timeframe are generally not eligible for voluntary size exchanges.

Size exchanges are offered as a goodwill service and do not affect mandatory statutory consumer rights.

3. CHANGE OF MIND & MINOR VARIATIONS

We generally do not accept voluntary returns or refunds for:

  • Change of mind or personal preference.
  • Slight colour differences caused by photography, lighting, or screen settings.
  • Minor removable marks that do not affect the product’s quality or appearance after reasonable cleaning.
  • Minor cosmetic imperfections that do not materially affect the product’s quality, appearance, or intended use and are consistent with the product description.

The size of an imperfection alone does not determine whether a product is defective.

Any manufacturing defect, material misdescription, or failure to meet applicable consumer guarantees will be reviewed separately.

4. ITEMS NOT ELIGIBLE FOR VOLUNTARY RETURNS

We do not accept voluntary returns or exchanges for items that:

  • Have been worn, washed, or used.
  • Have had their tags or labels removed or damaged.
  • Have been altered or modified.
  • Have been stained, damaged, or contaminated after delivery.
  • Show signs of improper handling or use.

These restrictions do not remove any applicable legal rights concerning goods that were already defective, incorrect, or misdescribed when supplied.

5. INCORRECT, DEFECTIVE OR DAMAGED ITEMS

If you receive an incorrect, defective, or damaged item, please contact our customer service team as soon as reasonably possible.

To assist with the review, please provide:

  • Your order number.
  • Clear photographs or videos of the issue.
  • A description of the problem.
  • An unboxing video, if available.

We will assess each case based on the product’s condition, description, the circumstances, and applicable consumer protection laws.

Where appropriate, available remedies may include repair, replacement, refund, or another remedy required by law.

6. RETURN SHIPPING COSTS

For approved voluntary size exchanges or change-of-mind arrangements, customers are responsible for both return and replacement shipping costs.

For incorrect, defective, or misdescribed products, reasonable shipping costs will be handled according to the circumstances and applicable legal requirements.

Any additional shipping charges will be communicated before proceeding with a voluntary exchange.

7. REFUNDS

Refunds are subject to review and approval, except where a refund is required by applicable law.

For refunds agreed upon as a goodwill arrangement, the refund will generally cover the product amount only, excluding the original shipping fee unless otherwise agreed.

Where applicable law requires reimbursement of shipping fees or other amounts, the legally required refund will apply.

Approved refunds will normally be processed through the original payment method, where supported.

Actual processing times may vary depending on the bank or payment provider.

8. MALAYSIA & SINGAPORE ORDERS

This policy applies to customers in Malaysia and Singapore.

For voluntary exchanges from Singapore, customers are responsible for applicable international return and replacement shipping charges.

Cross-border shipping, customs clearance, and other applicable fees may affect return arrangements.

Customers are advised to contact us before sending any international return parcel.

For incorrect or defective items, available remedies and associated costs will be assessed in accordance with applicable legal requirements.

9. HOW TO REQUEST AN EXCHANGE OR REFUND

To submit a request:

  1. Contact HNB BOUTIQUE through our official customer service channel.
  2. Provide your order number and explain the reason for your request.
  3. Submit supporting photos or videos where relevant.
  4. Wait for confirmation and return instructions.
  5. For approved voluntary size exchanges, dispatch the item within 3 calendar days of delivery.

Please contact us before sending any parcel back to avoid unnecessary shipping costs or processing delays.

10. CONSUMER RIGHTS

Nothing in this policy excludes or restricts statutory consumer rights or remedies that cannot legally be excluded.

Mandatory consumer protection requirements will prevail in the event of any inconsistency with this policy.

11. CONTACT INFORMATION

HNB BOUTIQUE ENTERPRISE

Business Registration No.: 202303165191 (CT0123646-M)

Instagram: @hnbboutiqueofficial

Website: https://hnbboutique.com

Email: hnbbq2023@gmail.com

Phone / WhatsApp: 011-33544365

Business Address: 3, Jalan Puncak 7/1, Taman Puncak Tropicana,81500 Pekan Nenas, Johor.

Thank you for shopping with HNB BOUTIQUE.