Refund and Returns Policy

Overview

At SOLO LEVELLING SDN BHD, we are committed to ensuring that your experience with our stationery, office, and school supply products is as convenient and satisfying as possible. Whether you’re shopping for writing tools, paper goods, or creative materials, we want you to shop with confidence. This policy outlines our procedures for cancellations, returns, and refunds in case your order does not meet expectations.

2. Order Cancellation Policy

We understand that sometimes an order may need to be cancelled. We allow customers to cancel their orders within 12 hours of placing the order.

How to Request a Cancellation:

  • Send an email to solo-levelling@outlook.com
  • Use the subject line: “Order Cancellation – [Your Order Number]”
  • Include your full name, order number, and reason for cancellation

If the cancellation request is received within the 12-hour window and the order has not yet been processed or dispatched, we will approve the cancellation and issue a full refund to your original method of payment.

Please note that orders cannot be cancelled once they have been packed or shipped. However, you may still return the item(s) within the 30-day return period if eligible.

3. Return Policy

We accept returns on eligible products within 30 calendar days from the date of delivery. If you’re not satisfied with your purchase or receive an incorrect or defective product, you may request a return and refund.

3.1 Eligible Return Conditions:

A product is eligible for return if it meets the following conditions:

  • Returned within 30 days of the delivery date
  • Is in original condition, unused, and undamaged
  • Returned in its original packaging, including labels and tags (if any)
  • Accompanied by valid proof of purchase (e.g., invoice or order confirmation)

Eligible categories include:

  • Writing supplies (e.g., pens, pencils, markers)
  • Paper products (e.g., notebooks, sticky notes, envelopes)
  • Office and school supplies (e.g., folders, planners, staplers)
  • Art and craft materials (e.g., paints, brushes, glue)

3.2 Ineligible Return Conditions:

We will not accept returns under the following conditions:

  • Items returned after the 30-day period
  • Items that are opened, used, stained, torn, or damaged due to mishandling
  • Items not returned in original packaging or missing components
  • Return requests not submitted through our official return process

4. How to Initiate a Return

To begin a return process, please follow these steps:

  1. Email us at solo-levelling@outlook.com with:
    • Subject: Return Request – [Your Order Number]
    • Your full name and contact number
    • Description of the issue or reason for return
    • Attach clear photos of the item(s) if there is damage or defect
  2. Our customer service team will respond within 2–3 business days with return instructions and address confirmation.
  3. Once we receive the returned item and verify its condition, we will process your refund.

5. Refund Process

Approved refunds will be issued to the original payment method used during the purchase. Once we receive and inspect the returned item(s), please allow 7–14 business days for the refund to be processed, depending on your bank or payment provider.

You will receive an email notification once your refund has been successfully initiated.

6. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 3 days of delivery. Be sure to include:

  • Order number
  • Clear photos of the item(s) and packaging
  • Brief description of the issue

Once confirmed, we will provide instructions for return or replacement at no additional cost to you.

7. Important Notes

  • All returns and cancellations must be requested through email only.
  • Unauthorized returns or returns without prior approval may not be accepted.
  • Returned items must be securely packaged to avoid damage during transit.
  • We do not offer exchanges. If you want a replacement item, please initiate a return and place a new order.
  • Character or color preferences (for example, for notebooks or pens) are subject to stock and are not eligible grounds for return.

8. Contact Information

If you have any questions or concerns about this policy or need help with your order, please contact us:

SOLO LEVELLING SDN BHD
Email: solo-levelling@outlook.com
Address: 10, Jalan Sungai Ujong, Georgetown, 10100 George Town, Pulau Pinang, Malaysia

9. Policy Updates

SOLO LEVELLING SDN BHD reserves the right to modify or update this Return, Refund & Cancellation Policy at any time without prior notice. Any changes will be published on our website and will take immediate effect upon posting.