Return, Refund and Exchange policy

At SHOP SPHERE SDN BHD 202501002778 (1604191-H), we want you to be satisfied with your purchase. If you receive an incorrect, damaged, or defective item, please review the policy below before requesting a return, refund, or exchange.

1. Return Eligibility

Customers may request a return if:

  • The item received is damaged or defective.
  • The wrong product, size, or variation was received.
  • The item is significantly different from the product description.
  • The return request meets the applicable return timeframe.

To be eligible for a return, the item should generally be:

  • Unused and in its original condition
  • In its original packaging, where applicable
  • Complete with accessories, tags, manuals, or other included items
  • Accompanied by valid proof of purchase or the relevant order number

2. Return Timeframe

Please contact us within 7 days of receiving your order if you wish to request a return, refund, or exchange.

Requests submitted after this period may not be accepted unless otherwise required by applicable law.

3. Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong item, please contact us as soon as possible.

Please provide:

  • Order number
  • Photos of the item received
  • Photos of the packaging and shipping label
  • A brief description of the issue

We may request additional photos or videos to help us assess the condition of the product.

4. Exchange Policy

An exchange may be offered when:

  • The item is defective or damaged upon arrival.
  • The wrong item was sent.
  • The item received does not match the confirmed order.

Exchanges are subject to product availability.

If the requested replacement is unavailable, we may offer a suitable alternative or refund, where applicable.

5. Refund Policy

Once the returned item has been received and inspected, we will determine whether the return is eligible for a refund.

For approved refunds:

  • Refunds will normally be issued through the original payment method.
  • Refund processing may take approximately 7–14 business days.
  • The actual time for the funds to appear may depend on the bank or payment provider.

6. Return Shipping Costs

If the return is due to an incorrect, defective, or damaged item caused by us, we may arrange or reimburse reasonable return shipping costs, subject to review.

For returns due to a change of mind or other reasons not caused by us, the customer may be responsible for the applicable return shipping costs.

7. Non-Returnable Items

Returns may not be accepted for items that:

  • Have been used, worn, damaged, or altered by the customer
  • Are missing original packaging or accessories
  • Show signs of misuse or improper handling
  • Are returned without prior approval
  • Are specifically identified as non-returnable or clearance items, unless defective or otherwise required by law

8. Return Inspection

All returned products are subject to inspection.

If the returned item does not meet the eligibility requirements, we reserve the right to reject the return, exchange, or refund request.

9. How to Request a Return, Refund or Exchange

Please contact our customer service team before sending any item back.

Kindly provide:

  • Order Number
  • Customer Name
  • Contact Number
  • Reason for Return
  • Photos or videos of the product, where applicable

Please do not send the product back without receiving return instructions from us.

10. Contact Us

If you have any questions about our Return, Refund & Exchange Policy, please contact us:

Email: shopsphere191@outlook.com
Phone: 011-1280 5706

We will review your request and provide the appropriate next steps.

Thank You for Shopping With Us

We appreciate your trust in SHOP SPHERE SDN BHD 202501002778 (1604191-H) and will do our best to resolve any product or order issues fairly and efficiently.