Refund, Return And Exchange Policy
At La’ Vella, we will make sure all our product is process and shipped in good condition. However, should there is an issue with the item received, you may return the product purchased online within 4 days of received date. All return will be subject to the following terms and conditions:
Only defective items, such as:
- Big stained or obvious stained
- Product torn or
- Any major issue
Following reasons will not be considered as a valid ground for a refund or exchange, such as:
- I changed my mind
- I choose wrong size
- Colour not as per advertised
- I don’t want it anymore
Return item(s) must be unworn, unwashed, unaltered and return in the exact condition upon purchased with tag attached. Be sure to include the original invoice for transaction proof. Any stains, scratches or damages caused by carelessness will not be accepted.
Sale/Discounted item(s) are not eligible for refund or exchange. If you want to exchange with the different price from the original product, we will not refund upon the balance.
Purchase made via our Online store only (lavella.com.my) are entitle for a return and exchange to our HQ.
We reserve the right to refuse any refund request, at our own discretion, should we determine that a customer is abusing our refund and exchange policy.
If the product is no longer available, customers will get a full refund or exchange the product for another one, be it similar or not.
Note: It is your responsibility to ensure the item (s) reaches us. If you are shipping an item over RM200, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Shipping cost of returning item (s) are not refundable and will be borne by you.
Return Inquires
1. Can I return my item for an exchange?
Should the item received to you is wrong, damaged, or defective, please contact us at [email protected] as we would assist you in exchange. Please be sure to supply us with the below details in the email:
Name:
Contact #:
Address:
Order ID:
Image of Item Received:
Reason for Exchange: wrong, damaged, or defective
Note: Following reason will not be considered as a valid ground for a return, such as “I changed my mind”, “I choose wrong size”, “Colour not as per advertised” or “I don’t want it anymore”
2. How long do I have to return an item?
You have 4 days to send a report to us upon receiving the item.
Note: Any report or claim exceeding the return time frame will be considered invalid.
3. Who will bear the postage fee on the returned item?
The postage fee will be bare by you upon return.
Note: It is your responsibility to ensure the item (s) reaches us. If you are shipping an item over RM200, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Shipping cost of returning item (s) are not refundable and will be borne by you.
4. When will I receive my exchange item?
A return will need to be initiate before replacement can be process. Please allow our team minimum of 2 business days to review your item for a quality control inspection. Once completed, we will notify you via email on your return item.
Refund Inquiries
1. If my return item is not exchangeable, can I request a refund?
We will try our level best to exchange with a new item. However, should exchange is not possible, a full refund on the item/order will be processed. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
2. What is my refund status?
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].