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At TudungPeople, we strive to ensure you are completely satisfied with your purchase. Your happiness matters to us, and we understand that sometimes an item may not be exactly what you expected. If you are not satisfied with your order for any reason, we are here to help make things right.
1. Eligibility for Refunds
Refunds are available in the following cases:
- You changed your mind about a full-price item. Return it within 15 days, unworn, unwashed and unaltered, with its original tags and packaging. Each item can be refunded or exchanged once.
- You received a defective or damaged item (e.g., manufacturing flaws, tears, stains, or other visible defects).
- The wrong item was sent to you.
- An item is missing from your order.
Please note: Sizing discrepancies or color variations due to monitor settings are not considered defects unless explicitly stated in the product description. You can still return a full-price item for these reasons as a change of mind.
Innerwear & Accessories: For hygiene and safety reasons, innerwear and accessories cannot be returned or exchanged for a change of mind. If one arrives damaged, defective, wrong or missing, you can return it for a refund or exchange it for the same item.
2. Non-Refundable Items
We do not offer refunds for:
- Items that have been worn, washed, or altered.
- Items returned without their original tags and packaging.
- Sale or promotional items (unless defective or incorrect).
- Digital or downloadable products (unless the product fails to meet advertised functionality).
3. Refund Process
- Contact our customer service team at cs@tudungpeople.com within 15 days of the purchase date. If an online order reaches you late, we count from the delivery date.
- Provide your order number. For a defective, damaged or incorrect item, please include clear photos.
- Once your request is approved, we will process your refund within 5-7 business days.
- Refunds will be issued via your original payment method.
Free gifts (gift with purchase)
If your order came with a free gift and you cancel or return the whole order, please return the gift as well. If you return only part of the order, you keep the gift.
4. Refund Timelines by Payment Gateway
The time it takes for refunds to reflect in your account depends on the payment method used. Below are the estimated timelines:
- Atome: Refunds typically take 3-5 business days to reflect in your Atome account after processing.
- GrabPay: Refunds usually appear in your GrabPay wallet within 1-3 business days after processing.
- Curlec by Razorpay: Refunds generally take 5-10 business days to reflect in your bank account, depending on your bank's processing times.
Note: These timelines are estimates and may vary depending on the payment provider or bank. If you don't see the refund within the expected timeframe, please contact your payment provider or our customer service team for assistance.
5. Exchanges & Store Credit
If you prefer, we can offer an exchange or store credit instead of a refund:
- Exchanges: Full-price items can be exchanged once for a different size, colour or item within 15 days of purchase, at any TudungPeople boutique that has the new item in stock, or online by emailing cs@tudungpeople.com first. If the new item costs more, you pay the difference; if it costs less, the difference is given as store credit. Defective or incorrect items are replaced at no additional cost.
- Store Credit: Valid for 6 months from the date of issuance and can be used on any future purchase.
Note: Store credit is not available for innerwear or accessories. A damaged, defective, wrong or missing innerwear or accessory item can be refunded or exchanged for the same item.
Sale & promotional items: Items purchased at a sale or promotional price cannot be exchanged and are not eligible for store credit, unless the item is defective or the wrong item was sent.
6. Loyalty Points (Reward Program)
Our reward program allows you to redeem points for discounts on purchases. Please note the following:
- Points redeemed during purchase are applied as an immediate discount on the order.
- If your whole order is cancelled or fully refunded, the points you redeemed on it are returned to your account automatically.
- If you return only part of an order, redeemed points are not returned.
- Points you earned on returned items are removed from your account.
- If you exchange a full-price item, the points you redeemed count as part of what you paid, so you do not need to top up their value. You can exchange it once within 15 days for any full-price item. If the new item costs more, you pay the difference; if it costs less, the difference is given as store credit.
- Refunds or store credit (if eligible) will be calculated based on the amount paid after the discount/points redemption.
- You will continue to earn new points on subsequent purchases based on the actual amount paid.
7. Return Shipping
- For defective or incorrect items, we will cover the return shipping costs. A prepaid return label will be provided upon approval.
- For all other returns (e.g., change of mind), the customer is responsible for return shipping costs.
Note: Innerwear, intimates and accessories can only be returned when they arrive damaged, defective or wrong, and we cover the return shipping for those. A missing item does not need to be returned.
8. TikTok Shop & Shopee Refunds
For orders placed via TikTok Shop or Shopee, returns and refunds are handled through that platform. TudungPeople can only accept or appeal return requests there, and the platform processes the refund once the return is complete. These orders cannot be returned or exchanged at our boutiques. For refund issues, please contact the TikTok Shop Help Center or the Shopee Help Centre.
9. Environmental Responsibility
We encourage customers to reuse packaging when returning items or consider donating unwanted items to reduce waste. Together, we can make a positive impact on the environment!
10. Frequently Asked Questions (FAQs)
1. What happens if I miss the 15-day deadline?
While we encourage timely requests, we may consider exceptions for extenuating circumstances. Please contact us to discuss your situation.
2. Can I exchange for a different size or color?
Yes. Full-price items can be exchanged once for a different size or color within 15 days of purchase, as long as the item is unworn, unwashed and unaltered, with its original tags and packaging. Bring it with your receipt to any TudungPeople boutique that has the new item in stock. For online orders, email cs@tudungpeople.com first and we will confirm your exchange. Sale or promotional items, innerwear and accessories cannot be exchanged unless they are defective or incorrect.
3. Do you charge a restocking fee?
No, we do not charge restocking fees for eligible returns.
4. Are innerwear and accessories returnable?
Not for a change of mind. For hygiene and safety reasons, innerwear and accessories are non-returnable unless the item arrives damaged, defective, wrong or missing. In that case you can return it for a refund or exchange it for the same item.
5. How long does it take to receive my refund?
Refund processing times vary by payment method:
- Atome: 3-5 business days.
- GrabPay: 1-3 business days.
- Curlec by Razorpay: 5-10 business days.
6. I paid partly with reward points. Can I still exchange?
Yes. The points you redeemed count as part of what you paid, so you do not need to top up their value. A full-price item can be exchanged once within 15 days for any full-price item. If the new item costs more, you pay the difference; if it costs less, the difference is given as store credit.
7. What happens to a free gift if I return my order?
If you cancel or return the whole order, please return the free gift as well. If you return only part of the order, you keep the gift.
11. Contact Us
For any refund inquiries, reach out to us at cs@tudungpeople.com. We're happy to assist you and ensure your satisfaction!
