Returns, Refunds and Product Exchanges
GOODIES CREATION SDN. BHD. aims to ensure that every goodie bag, gift bundle and party decoration is correctly prepared and delivered according to the customer’s order. Customers are encouraged to review the product descriptions, included items, selected variations and other displayed information carefully before confirming a purchase.
As a general rule, all items sold through our website are not returnable, refundable or exchangeable. We do not accept requests arising solely from a change of mind, an incorrect selection made during checkout or a personal preference after the item has been received.
An exception may be considered when an order is affected by an error, product issue or delivery delay that meets the eligibility requirements described below.
Situations Eligible for Review
GOODIES CREATION SDN. BHD. may consider a return, refund or exchange request if:
- The merchant delivered an incorrect item or product variation.
- The received product does not correspond with the specifications, description, features, contents or other information advertised on the website.
- The product was spoiled, damaged or defective when delivered to the customer.
- The order exceeded the delivery timeline provided under the Company’s Shipping Policy.
Differences that do not materially affect the product’s appearance, purpose or advertised features may not necessarily qualify as defects. Every claim will be assessed according to the actual issue and the evidence submitted by the customer.
Checking Your Order
Customers should inspect their order as soon as it is delivered. Before opening the parcel, the customer should begin recording a clear unboxing video that shows the condition of the package and confirms that it has not already been opened.
If an issue is discovered, the item, shipping label, delivery packaging and original product packaging should be kept in their received condition. These materials may be required to support the claim and assist the Company in verifying the reported problem.
Documents and Evidence Required
A customer submitting a claim must provide all of the following:
- A clear and continuous unboxing video showing the unopened parcel, shipping label, external packaging, internal packaging and all items received.
- A clear video showing the first use, assembly or opening of the item, where applicable.
- Photographs that clearly show the incorrect item, damaged area, product defect or difference from the information advertised on the website.
- The order number, customer’s contact information and a detailed explanation of the issue.
- Any additional photographs, videos, documents or supporting information requested by the Company.
The unboxing video should be recorded without pauses, cuts or edited portions. The Company may be unable to accept evidence that is unclear, incomplete or does not show the condition of the unopened parcel and its contents.
Claim Submission Deadline
All return, refund and exchange requests must be sent by email to goodies_creation@outlook.com within 24 hours of receiving the item.
Customers should include the relevant order details, description of the problem and all supporting evidence when submitting the request. Prompt submission allows the Company to review the condition of the delivery and investigate the matter accurately.
Requests submitted after the 24-hour period will not be accepted. A request may also be rejected if the required unboxing video, photographs, order information or other requested evidence is missing.
Review of the Request
After receiving a complete claim, GOODIES CREATION SDN. BHD. will review the order records and supporting materials. The submission of a request does not automatically guarantee a return, refund or exchange.
If the request meets the conditions of this Policy, the Company will contact the customer with the available resolution and relevant instructions. Depending on the circumstances, an approved resolution may involve a replacement, exchange, return or refund.
Customers must obtain confirmation from the Company before returning any item. Products sent back without prior approval or without following the provided instructions may not be accepted.
GOODIES CREATION SDN. BHD.
Registration No.: 202501002706 (1604119-D)
Website: https://goodiescreation.online/
Email: goodies_creation@outlook.com