Refund Policy
Thank you for choosing Shi Yue. Because our products are custom-made, handwritten calligraphy gift boxes crafted specifically to meet each customer’s individual request, we adhere to the following refund policy. Please ensure you understand and agree to these terms before placing an order.
1. No Cancellations and Refunds
Once an order has been successfully placed and confirmed, no cancellations, refunds, or modifications will be accepted. Each gift box is a personalized, handcrafted product containing names and blessings handwritten by our calligrapher; therefore, they cannot be resold or recycled. We thank you for your understanding.
2. Full Payment Required
All orders must be paid in full upon confirmation. We will only arrange the calligraphy and production once the full payment has been received. Orders with incomplete payments will not be processed.
3. Nature of Custom Products
Our products fall under the category of custom, handcrafted goods. Slight variations in handwriting strokes, ink shades, pastry appearance, and packaging details are natural characteristics of handmade items. These variations are normal and do not constitute grounds for a refund or replacement.
4. Handling of Product Defects
If you notice any obvious transit damage or production errors upon pickup or delivery (e.g., misspelled names, or a package style that does not match your order), please contact us via WhatsApp on the exact day of collection or delivery and provide photos as evidence. We will evaluate the situation and offer a remake or a reasonable compensation plan. Requests made after the day of delivery/pickup will not be accepted.
5. Delivery Disclaimer
Package prices do not include delivery fees. Once a delivery has been dispatched, Shi Yue will not be held responsible for any delays or product damage caused by an incorrect address provided by the customer or if there is no one available to receive the package.
6. Delayed Personalization Information
For Full Moon Gift Boxes, the baby’s name must be provided 10 days prior to collection. If a customer delays providing this information and it impacts the delivery timeline, Shi Yue will not be held liable, and it will not serve as a valid reason for a refund.
7. Contact Us
If you have any questions regarding our refund policy or products, please reach out to us via:
- WhatsApp: +60 17-332 2602
- Instagram: @shiyue.official
- Facebook: 十月 Shi Yue
- Address: Lot 1-9, Residensi Selayang Damai, Taman Wilayah Selayang, 68100 Kuala Lumpur, Selangor