Galleria Kesuma – Return & Exchange Policy

Effective Date: 18 June 2025

1. Returns & Exchanges

  • We accept exchanges only, no refunds.
  • Exchange requests must be made within 7 days of receiving your item.
  • Items must be unused, unwashed, and returned in original condition with all tags attached.

2. Non-Exchangeable Items

Items are NOT eligible for exchange if:

  • Item is damaged due to customer handling (e.g. torn, stains, strong smells, cigarette or perfume scent)
  • Item has been washed, ironed, altered, shortened, or hemmed
  • Item has stains such as makeup, food, pen ink, etc.
  • Item is returned without invoice or proof of purchase
  • Return request is made after 7 days from the date received
  • Item is damaged due to customer misuse

3. Defective / Wrong Item

  • If you receive a defective or incorrect item, please contact us within 3 days.
  • You must provide an unboxing video showing:
    • The parcel before opening
    • The full unwrapping process
    • The item and the defect clearly
  • Claims without video may not be processed.

4. Scam Awareness

Galleria Kesuma is not responsible for purchases made through:

  • Unauthorized resellers
  • Personal shoppers or agents
  • Scam Instagram/TikTok/Facebook accounts

Please only purchase through our official platforms:

  • www.galleriakesuma.com

5. Exchange Procedure

Don't hesitate to get in touch with our Customer Service Team:

  • WhatsApp: 011-6060 2324
  • Email: galleria.bou@gmail.com

Please provide the following:

  • Your Order Number
  • Your Name & Address
  • Details of the Product
  • Reason for Exchange and whether a replacement is requested

Wait for our confirmation before returning any item. Once verified, we will proceed with the exchange.

6. Shipping Costs

  • Return shipping costs are borne by the customer unless the error is on our part.
  • Shipping for the replacement item is also at the customer's expense unless otherwise stated.

7. Contact Us

If you need assistance:

  • WhatsApp: 011- 6060 2324
  • Email: galleria.bou@gmail.com

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Galleria Kesuma – Polisi Pemulangan & Pertukaran

Tarikh Berkuat Kuasa: 18 June 2025

1. Pemulangan & Pertukaran

  • Kami hanya menerima pertukaran, tiada pemulangan wang.
  • Permintaan pertukaran mestilah dibuat dalam tempoh 7 hari selepas penerimaan barang.
  • Barang mestilah belum dipakai, belum dibasuh, dan dalam keadaan asal lengkap dengan tag.

2. Item Yang Tidak Layak Dipulangkan

Item TIDAK LAYAK untuk pertukaran jika:

  • Barang rosak akibat pelanggan (koyak, kotoran, berbau, bau rokok/perfume)
  • Barang telah dibasuh, digosok, diubah suai, dipendekkan atau dijahit
  • Barang mempunyai kesan seperti solekan, makanan, dakwat pen, dll.
  • Tiada invois atau bukti pembelian dikemukakan
  • Pertukaran diminta selepas tempoh 7 hari
  • Kerosakan disebabkan oleh penggunaan tidak wajar oleh pelanggan

3. Barang Rosak / Salah Hantar

  • Sekiranya anda menerima barang rosak atau tersalah hantar, sila hubungi kami dalam tempoh 3 hari.
  • Rakaman video semasa membuka bungkusan WAJIB disediakan yang menunjukkan:
    • Keadaan parcel sebelum dibuka
    • Proses membuka bungkusan secara penuh
    • Keadaan produk & kecacatan yang jelas
  • Tuntutan tanpa video unboxing mungkin tidak dapat diproses.

4. Amaran Penipuan

Galleria Kesuma tidak bertanggungjawab atas sebarang kerugian pembelian daripada:

  • Peniaga yang tidak sah
  • Personal shopper atau ejen pihak ketiga
  • Akaun palsu di Instagram, Facebook atau TikTok

Sila buat pembelian hanya melalui saluran rasmi kami:

  • www.galleriakesuma.com

5. Prosedur Pertukaran

Sila hubungi Khidmat Pelanggan kami di:

  • Emel: galleria.bou@gmail.com
  • WhatsApp: 01160602324

Sediakan maklumat berikut:

  • No. Pesanan
  • Nama & Alamat Penuh
  • Butiran Produk
  • Sebab pertukaran dan sama ada ingin menerima penggantian

Tunggu pengesahan daripada pihak kami sebelum membuat penghantaran semula. Setelah disahkan, kami akan teruskan proses pertukaran.

6. Kos Penghantaran

  • Kos penghantaran semula ditanggung oleh pelanggan kecuali jika kesilapan berpunca daripada pihak kami.
  • Kos penghantaran barang gantian juga ditanggung pelanggan, melainkan dinyatakan sebaliknya.

7. Hubungi Kami

Jika anda perlukan bantuan:

  • WhatsApp: 011-6060 2324
  • Email: galleria.bou@gmail.com