Return & Refund Policy

Effective Date: 16 August 2026

At MyQueenz, we want you to shop with confidence. If you receive an incorrect, defective, damaged, or significantly different item from what you ordered, we are happy to assist with a return or refund, subject to the terms below.

1. Eligibility for Return

Customers may request a return or refund if:

• The item received is defective or damaged.

• The wrong item, size, colour, or variation was sent.

• The item received is materially different from the product description or order.

• Parts or accessories are missing from the package.

• The parcel arrived damaged and the product is affected.

For hygiene and safety reasons, lingerie, underwear, intimate apparel, and other personal-wear products may only be returned if they are defective, damaged, or incorrectly supplied, and must be unused and in suitable condition.

2. Return Period

A return or refund request should be submitted within 7 days of receiving the order.

Customers should contact MyQueenz as soon as possible after discovering an issue.

Requests submitted after the applicable return period may not be accepted unless required by applicable Malaysian law.

3. Condition of Returned Items

To qualify for a return, the item should generally:

• Be unused, unworn, unwashed, and undamaged by the customer.

• Be returned with original packaging, tags, labels, and accessories where applicable.

• Include all items supplied with the original order.

• Be adequately packed to prevent damage during return delivery.

For hygiene-sensitive products, we reserve the right to reject returns where the item has been worn, washed, used, altered, or otherwise cannot reasonably be resold for hygiene reasons.

4. Proof Required

To help us process your request quickly, customers may be required to provide:

• Order number.

• Photos or videos showing the issue.

• Photos of the product and packaging.

• Photos of the shipping label.

• A clear description of the problem.

For damaged parcels, customers are strongly encouraged to take photos or videos before opening and immediately after opening the package.

5. Return Shipping

If the return is due to an error on our part, such as receiving a wrong, defective, damaged, or incorrect item, MyQueenz may arrange or reimburse reasonable return shipping costs, subject to our approval.

If the return is due to a customer’s preference, such as changing their mind, choosing the wrong size, or no longer wanting the item, the return may not be accepted unless otherwise agreed or required by applicable law.

6. Refund Process

Once the returned item has been received and inspected, we will notify the customer whether the return has been approved.

If approved, the refund will normally be processed through the original payment method or applicable marketplace payment system.

The time required for the refund to appear in the customer’s account may depend on the payment provider, bank, or marketplace platform.

7. Exchange

Where appropriate and subject to stock availability, MyQueenz may offer an exchange for:

• The correct item.

• The correct size or variation.

• A replacement for a defective or damaged product.

If the requested replacement is unavailable, a refund or alternative solution may be offered.

8. Non-Returnable Situations

A return or refund may be rejected where:

• The item has been worn, washed, used, altered, or damaged by the customer.

• The product is returned without the required accessories or components.

• The product has been damaged due to improper use.

• The item has been damaged after delivery due to customer handling.

• The customer has selected the wrong size or variation, where the item supplied matches the order.

• The customer simply changes their mind, where no return right applies.

• The return request is made outside the applicable return period.

• There is insufficient evidence to verify the claimed issue.

9. Sale, Promotional & Marketplace Orders

For promotional items, discounted products, bundles, free gifts, and marketplace orders, return and refund eligibility may be subject to the applicable terms of the promotion or marketplace platform.

Where an order is placed through Shopee, TikTok Shop, or another marketplace, customers should also follow the platform’s return/refund procedures and deadlines.

10. Refund for Missing or Incorrect Items

If an order contains a missing or incorrect item, please contact us with the order details and supporting photos or videos.

After verification, MyQueenz may provide:

• Replacement of the missing or incorrect item; or

• A refund for the affected item; or

• Another appropriate resolution agreed with the customer.

11. Fraudulent or Abusive Claims

MyQueenz reserves the right to investigate suspicious, fraudulent, repeated, or abusive return and refund claims.

Where appropriate, we may reject a claim where there is reasonable evidence of misuse of the return/refund process.

12. Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict, or override any rights or remedies that customers may have under applicable Malaysian consumer protection laws.

Where applicable law provides a customer with a right that is inconsistent with this policy, the applicable law will prevail.

13. Contact Us

If you need assistance with a return or refund, please contact MyQueenz Customer Service through the contact channel provided on our website or the marketplace where your order was placed.

Please include your order number and details of the issue so that we can assist you as quickly as possible.

MyQueenz reserves the right to update this Return & Refund Policy from time to time.