Return & Refund Policy

At Syltie, we want customers to have clear information about returns, cancellations, and refunds. This policy explains how to request a return, when a product is eligible, and how refunds are handled.

1. Return Window

Syltie accepts eligible returns within 27 calendar days from the delivery date of the last item in an order.

Returns are available for both non-defective and defective products, subject to the conditions below and applicable Malaysian consumer protection laws.

Customers should contact us within the return period to initiate a request. Any additional rights available under applicable law remain unaffected.

2. Return Eligibility

For standard change-of-mind returns, products should be in their original condition, unused beyond what is reasonably necessary to inspect them, and accompanied by the accessories and components originally supplied.

We recommend retaining the original packaging and proof of purchase to help with return processing.

Products that have been damaged through misuse or handled beyond what is reasonably necessary may not qualify for a standard change-of-mind return, subject to applicable consumer rights.

Products that are defective, incorrectly supplied, or not as described will be assessed separately under applicable consumer protection requirements.

3. How to Request a Return

To request a return, contact our customer support team at support@syltie.shop.

Please provide your order number, the product you wish to return, and the reason for your request.

Our team will review your request and provide the appropriate return instructions, including the return destination.

Please contact us for return instructions before sending your package. The business address displayed on our website is not necessarily the designated returns location.

4. Return Shipping Costs

For eligible change-of-mind or customer-preference returns, the customer is responsible for the return shipping cost.

For damaged, defective, incorrect, or misdescribed products, return shipping arrangements will be determined according to the circumstances and applicable Malaysian consumer rights. Customers will not be required to bear costs that the law places on the seller.

Our support team will provide the relevant return instructions after reviewing the request.

5. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, incorrect, or misdescribed product, please contact support@syltie.shop and provide your order details.

Where helpful, include clear photographs of the product and a description of the issue.

We will review the matter and arrange an appropriate remedy in accordance with applicable consumer protection laws.

Your statutory rights are not limited by the standard 27-day change-of-mind return period.

6. Exchanges

Syltie does not offer direct exchanges as part of its standard returns service.

If you would like a different colour, size, or product, you may return an eligible item and place a separate order for the preferred product.

This policy does not remove any rights to a legally required remedy for defective or non-conforming goods.

7. Restocking Fees

Syltie does not charge restocking fees.

Restocking Fee: 0% (RM0.00 MYR).

8. Refund Processing

After returned goods have been received and reviewed, eligible refunds are normally processed within 10 business days.

Where applicable law requires a faster refund or a different process, the legal requirement takes priority.

Refunds are issued to the original payment method used for the order, unless another arrangement is required or permitted under applicable law.

9. Bank and Payment Provider Processing

Once a refund has been issued, the original bank or payment provider may require additional time to credit the funds to your account.

This additional posting period depends on the payment provider and is separate from Syltie's refund processing period.

If your refund has been issued but has not appeared in your account, please contact your original bank or payment provider. You may also contact Syltie for assistance with the refund status.

We remain responsible for fulfilling our refund obligations under applicable law.

10. Original Shipping Charges

The refund treatment of original shipping charges depends on the circumstances of the return and any applicable legal requirements.

Where Malaysian consumer law requires delivery charges to be refunded, those charges will be included in the appropriate refund.

11. Order Cancellation

Customers may request cancellation within 24 hours of placing an order, provided that the order has not already been fulfilled or dispatched.

To request cancellation, contact support@syltie.shop with your order number as soon as possible.

Cancellation requests depend on the order's fulfillment status. This operational request window does not restrict cancellation or refund rights available under applicable law.