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.
  • Returns and exchanges are only applicable for orders delivered within Malaysia. Orders shipped outside Malaysia are not eligible for return or exchange due to international shipping limitations.

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
  • The order was shipped outside Malaysia
  • 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.
  • For orders shipped outside Malaysia, returns and exchanges are not available. However, if the issue is caused by Galleria Kesuma, such as a defective item or wrong item received, the case will be reviewed at our discretion once complete proof is provided.

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.
  • For orders shipped outside Malaysia, return or exchange shipping arrangements are not available. However, Galleria Kesuma may offer a discount for the customer’s next purchase as a goodwill gesture, depending on the case.

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.
  • Pemulangan dan pertukaran hanya terpakai untuk pesanan yang dihantar dalam Malaysia sahaja. Pesanan yang dihantar ke luar Malaysia tidak layak untuk pemulangan atau pertukaran disebabkan oleh kekangan penghantaran antarabangsa.

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
  • Pesanan dihantar ke luar Malaysia
  • 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.
  • Bagi pesanan yang dihantar ke luar Malaysia, pemulangan dan pertukaran tidak disediakan. Walau bagaimanapun, sekiranya masalah berpunca daripada pihak Galleria Kesuma, seperti barang rosak atau tersalah hantar, kes akan disemak mengikut budi bicara pihak kami setelah bukti lengkap diberikan.

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.
  • Bagi pesanan yang dihantar ke luar Malaysia, urusan pemulangan atau pertukaran tidak disediakan. Walau bagaimanapun, Galleria Kesuma boleh menawarkan diskaun untuk pembelian seterusnya, bergantung kepada kes.

7. Hubungi Kami

Jika anda perlukan bantuan:

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