Refund and Return Policy
Name: The Parent (M) Group Sdn Bhd
BRN no: 1588062-W
Address: Ansa Hotel LOT NO. 1.5, FIRST FLOOR OF BUILDING LOCATED AT 101 JALAN BUKIT BINTANG, 55100 KUALA LUMPUR
Last updated: March 13, 2025
Should customers encounter any issue post-purchase, customers may consult our customer service via WhatsApp at +6011-3322 7588. Please include your order number and a description of the issue.
All purchases may qualify for any dispute within seven(7) days from the date of receiving the item(s).
For refund/exchange requests, an invoice is needed to be attached along your request. Any requests without invoice shall not be entertained.
Eligibility for Refunds:
1. Damaged or Defective Items: If your item(s) arrives damaged or defective, please contact us within 7 days of receiving your order with a photo of the damaged product. An unboxing video upon arrival would be needed along the refund request.
2. Incorrect Item: If you received an item that is not what you ordered, please contact our customer service via WhatsApp within 7 days of receiving your order.
3. Change of Mind: We do not accept returns or issue refunds for products if customers simply change their mind or prefer a different scent, shade or packaging. Please be advised that customers who make blind purchases and later wish to return items due to incompatibility of preference will not be accommodated. This policy is in place to ensure fairness to all our customers. Please make sure you are confident in your selection before purchasing.
4. Out-of-stock items: Customers shall exchange their initial item to other items of equivalent value should the chosen item deemed out-of-stock as informed by The Parent Company’s customer service. Should customers prefer a refund, they are allowed to apply the refund within 7 days upon placing the order, starting from the day the order is made. For more information, please refer to “Out-of-stock items” below.
Customers may exchange an item for a different brand or type, and of equal value only after it is proven the received perfume is of defective in nature due to manufacturing defect. Any item(s) returned for exchanged must be in resalable condition with original packaging.
Out-of-stock items:
It is very important for our customers to note that our online and offline sales run concurrently, and our stock levels may not always be perfectly synchronized, causing the occasional situation that out-of-stock products are still available on our website.
When such situation arises, our customer service will reach out to affected customers of the situation. Under usual circumstances, customers may be informed of the waiting time for the restock of the item. Should the customers need their order urgently, they may exchange their initial order to other items of equivalent value.
If customers do not wish to wait or change their item, they are eligible to apply for refunds within 7 days upon placing their order, starting from the day the order is made.
Product Authenticity:
Please note that our items are 100% authentic. To ensure your confidence in our products, we offer a 10x money-back guarantee for any items that are proven to be counterfeit. Should customers feel a received perfume is fake/counterfeit, customers must prove the received perfume is fake/counterfeit with attached evidence.
Difference in packaging:
As not all miniature products have high-resolution images, and in our effort to provide an optimal visual experience on our website, there are certain miniatures referenced to their full-sized bottles to showcase high-resolution images. Most of the actual products are the same as the pictures shown, but there will be a minority of miniature perfumes that are referenced to their full-sized perfume.
Purchases made with a voucher requesting for a refund:
Customers who made a purchase using a voucher and request a refund should note that the value of the voucher is non-refundable. This means the voucher amount will not be reimbursed, and only the remaining amount (if applicable) will be refunded. Only the remaining amount (if applicable) will be refunded.
Non-Refundable Items:
Items that have been opened or used are non-refundable (due to health and hygiene reasons) unless damaged or defective at arrival.
Pre-Orders:
As we allow pre-orders for certain products on our website, customers should also take note for items stated “PRE-ORDER” and expect deliveries to take longer than normal ready-stock purchases. For all pre-order purchases, if customers wish to know the estimated time of arrival, customers may consult our customer service via WhatsApp at +6011-3322 7588.
Refund Processing Time:
Once an agreement for refund has been reached between the customer and our customer service, the refund process will then be initiated, and the whole process will take 7-10 business days. Refunds will be issued to the original payment method.