Cross Stitch - Platinum

At TudungPeople, we strive to ensure you are completely satisfied with your purchase. If you are not satisfied, we are here to help.

1. Eligibility for Refunds

Refunds are only applicable under the following conditions:

• 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.

2. Non-Refundable Items

We do not offer refunds for:

• Change of mind (we recommend reviewing product details carefully before purchasing).
• 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

1. Contact our customer service team at cs@tudungpeople.com within 15 days of receiving your order.
2. Provide your order number and clear photos of the defective, damaged, or incorrect item.
3. Once your request is approved, we will process your refund within 5-7 business days.
4. Refunds will be issued via your original payment method.

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 Razor: Refunds generally take 5-10 business days to reflect in your bank account, depending on your bank’s processing times.

5. Exchanges & Store Credit

If you prefer, we can offer an exchange or store credit instead of a refund:

• Exchanges: We’ll send you the correct item at no additional cost (for defective or incorrect items).
• Store Credit: Valid for 6 months from the date of issuance and can be used on any future purchase.

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.
• In the event of an exchange or return, redeemed points are considered used and will not be reinstated to your account.
• 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.

8. TikTok Shop Refunds

For orders placed via TikTok Shop, refunds are handled directly by TikTok. TudungPeople can only accept or appeal return requests. Once the return is complete, TikTok processes the refund. For refund issues, please contact the TikTok Shop Help Center.

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)

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!