Return & Refund Policy

Last Updated: 26 September 2026

At Seng Online, we are committed to providing our customers with a reliable and positive shopping experience. We carefully prepare and check orders before dispatch. If you receive an item that is damaged, defective, incorrect, incomplete, or materially different from what you ordered, please contact us as soon as possible so that we can review the issue and assist you.

This Return & Refund Policy explains the circumstances in which returns, exchanges, replacements, and refunds may be accepted.

1. Eligibility for Returns

A return or refund request may be considered in the following circumstances:

• Wrong item received

• Product received damaged or defective

• Missing item or incorrect quantity received

• Product materially differs from the description or order placed

• Other circumstances that Seng Online determines to be eligible on a case-by-case basis

Return Request Period

Unless otherwise stated for a specific product or order, customers must submit a return or refund request within 5 calendar days from the date the order is delivered.

Customers are encouraged to contact Seng Online as soon as possible after receiving the order, particularly where the product is damaged, defective, incorrect, incomplete, or materially different from the order placed.

Return requests submitted after the applicable return period may not be accepted unless otherwise required by applicable law or agreed by Seng Online on a case-by-case basis.

All return requests are subject to review and must meet the applicable requirements set out in this policy.

2. Condition of Returned Products

Unless the return is due to a product being damaged, defective, incorrect, or otherwise attributable to an issue with the order, returned products should generally:

• Be unused and in their original condition

• Include the original packaging, accessories, labels, and other included items, where applicable

• Be accompanied by proof of purchase or relevant order details

• Be returned within the applicable return period communicated by Seng Online

Products that have been used, altered, damaged, improperly handled, or otherwise affected by the customer may not be eligible for a return, replacement, or refund.

Certain products may be subject to additional return conditions due to their nature, packaging, hygiene requirements, or other applicable restrictions.

3. Damaged, Defective, Incorrect or Missing Items

If you receive a product that is damaged, defective, incorrect, or incomplete, please contact us within 5 calendar days from the date the order is delivered.

To help us investigate and process your request efficiently, we may require:

• Order number

• Photos or videos of the product received

• Photos of the product packaging

• Photos of the shipping label or parcel

• A clear description of the issue

• Any other information reasonably required to assess the claim

Once we receive the necessary information, Seng Online will review the request and determine the appropriate resolution. Depending on the circumstances and product availability, the resolution may include:

• Replacement

• Exchange

• Refund

• Another appropriate solution agreed upon by both parties

4. Return Shipping

If the return is required due to an error attributable to Seng Online, such as an incorrect, defective, or damaged item, we will provide the relevant return instructions and, where applicable, advise on the return shipping arrangements.

For returns requested due to change of mind, incorrect selection, or other reasons not attributable to Seng Online, the customer may be responsible for the applicable return shipping costs.

Please do not return any product before contacting Seng Online and receiving return instructions from our customer service team.

5. Refunds

Once a returned product has been received, where applicable, it may be inspected before a refund is approved.

If the return is approved, Seng Online will generally process the refund within 4 business days after the return has been approved and all required conditions have been satisfied.

The refund will be processed through the original payment method or applicable payment service provider, where supported.

After Seng Online processes the refund, the time required for the refunded amount to be credited to your account may vary depending on the payment provider, bank, credit card issuer, or financial institution.

Accordingly, the total time for the refund to appear in your account may be longer than the processing period stated above.

Seng Online does not control the processing time imposed by third-party payment providers or financial institutions.

6. Non-Returnable Products

Certain products may not be eligible for return or refund due to their:

• Nature or intended use

• Hygiene or sanitary requirements

• Customisation or special-order status

• Condition after opening or use

• Packaging requirements

• Other applicable restrictions

Where relevant, specific return restrictions will be communicated to customers before or during the purchase process.

7. Return Delivery Risk

Where a customer is responsible for arranging the return shipment, we recommend using a reliable and trackable delivery service and retaining the proof of shipment until the return has been completed.

Seng Online is not responsible for products that are lost, damaged, or otherwise affected during return transit where the return shipment is arranged by the customer.

8. Exchanges and Replacements

Where appropriate, Seng Online may offer an exchange or replacement for the same product or an equivalent product, subject to availability.

If the original or equivalent product is unavailable, Seng Online may offer an alternative resolution, which may include a refund or another mutually agreed solution.

9. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible after placing the order.

Cancellation requests are subject to the status of the order. An order may not be cancellable once it has been processed, packed, handed over to the courier, or shipped.

If an order has already been shipped, the customer may need to follow the applicable return procedure instead.

10. Policy Review and Amendments

Seng Online reserves the right to update or amend this Return & Refund Policy from time to time to reflect changes in our business operations, products, services, payment methods, or applicable requirements.

The latest version of this policy will be published on our website and will take effect from the date stated at the top of the policy.

11. Contact Us

If you have any questions regarding this Return & Refund Policy or would like to submit a return or refund request, please contact us using the details below:

Seng Online
Semenyih, Selangor, Malaysia

Email: [email protected]
Phone / WhatsApp: 0108076704

When contacting us regarding a return, replacement, exchange, or refund, please provide your order number and a brief description of the issue so that we can assist you more efficiently.