Return & Exchange policy

7 days return or exchange policy

If you are NOT satisfied with your purchase for any reason, we will gladly accept returns of packages within 7 days of the receipt date and issue an exchange.
All we ask is that the product is...

- not used
- in the same condition you received it
- in the original box and / or packaging

We value your shopping experience on top of everything else, that's why we also accept exchange (for item of equal or lesser value) if the item does not live up to your expectation or any other reasons beyond our wildest imagination.

However, this does not apply to the sale or clearance items in which we already mentioned no refund nor return will not be entitled for this. Also, we cannot extend this return policy to resellers of our product.

Return or exchange procedures

Please request for return or exchange by emailing us at alan.yap@nilaibekal.com within 7 days from the day order is received. You have to include the following details in the email:

- Order no:
- Contact no:
- Product to return or exchange:
- Reason for return or exchange (so that we can improve!):

Once we receive your request for return or exchange, we shall contact you within 3 business days for further instructions. To exchange item, please let us know the item you like to have in exchanged.

In most cases, you will need to bear the shipping charges for returning the item to us. However, if we send the wrong or defective items to you, we will bear all the cost of return shipping (as long as you use a standard shipping method) and we will make sure we send the correct items to you, ALL at our expense.

Once your return is received and inspected by us (usually within 72 hours of receipt), your refund will be processed and we will contact you to arrange the refund.

  • How to Request for Cancellation/Return/Exchange

    You can request for cancellation after completing payment and if product has not been dispatched by then, cancellation request is approved and you can receive refund. But, in case seller has already dispatched product, cancellation request can be rejected.

    You can request for return after obtaining product, you should send the product in question to seller. After seller checks if returned product is flawed, and approves your request, return is completed and payment is refunded.

    You can request for exchange if wrong product is shipped, you should send the product in question to seller. After seller checks if returned product is flawed, seller approves your request, and re-sends new product.

  • Criteria for Return/Exchange

    You can request for return/exchange within 7 calendar days following delivery date. But return/exchange request cannot be made in following cases:
    • When request due to change of mind is made after 7 calendar days following delivery date
    • When product is used, destroyed or damaged
    • When tag attached to product is removed or package of product is opened and product value is damaged
    • When sealed package is opened or packaging materials are lost
    • When too much time has passed and product value has so decreased that its re-sale is not possible
    • When return/exchange request is made for customized product such as hand-made shoes or accessories
    • When components of product (including free gift) have been used or lost
    • When buyer did not follow instructions included in product

As e-voucher products are immediately sent to your e-mail, returns/exchanges are not available. Please take note of this before purchase, and input your e-mail address correctly.

For any inconvenience regarding Cancellation/Return/Exchange, please contact Customer Service at 06-799 4970 and we will do our best to help you.