Return policy

At SERI LAMPU SDN. BHD., we strive to ensure that every lighting product you purchase meets the highest standards of quality and design. However, if you are not fully satisfied with your order, we are here to assist with returns and exchanges, subject to the terms outlined below.

1. Eligibility for Returns

We accept returns or exchanges under the following conditions:

  • The item is damaged, defective, or incorrect upon arrival.
  • The item is unused, uninstalled, and in original condition, including all packaging, parts, manuals, and accessories.
  • A return request is made within 7 calendar days of receiving your order.

Non-returnable items include:

  • Clearance or sale items
  • Custom-made or special order products
  • Items damaged due to improper installation or handling
  • Products returned without original packaging or missing components

2. How to Request a Return

To initiate a return or exchange, please contact us within 7 days of receiving your order by:

📧 Emailing: serilampu@outlook.com
📞 Calling/WhatsApp: +6017 546 5790

Please include:

  • Your Order ID
  • Reason for return
  • Photos or videos of the product showing the damage or issue

3. Return Approval & Instructions

Once your return request is approved:

  • We will provide detailed return instructions and a return address.
  • For fragile or large items (e.g., chandeliers, standing lamps), we may arrange a specialized courier or collection service.
  • You are responsible for return shipping costs, unless the item is proven to be defective, damaged, or sent in error.

4. Exchanges

If your item is defective or damaged, we will offer:

  • An identical replacement, if in stock
  • A similar alternative, subject to your approval
  • Store credit or full refund, if replacement is unavailable

All exchanges are subject to stock availability.

5. Refund Process

Once your return is received and inspected:

  • You will be notified via email or WhatsApp regarding the status of your refund.
  • If approved, your refund will be processed within 7–14 business days via your original payment method.
  • Shipping charges are non-refundable, unless the return is due to a seller’s error.

6. Damaged or Defective Items

If your item arrives broken, cracked, chipped, or non-functional, please report it within 48 hours of delivery. We strongly advise:

  • Taking photos of the product, packaging, and shipping label
  • Keeping the original packaging until the claim is resolved

We will either send a replacement, issue a refund, or process a repair depending on the case.

7. Wrong Item Received

If you receive the wrong product, please contact us within 48 hours, and we will:

  • Arrange a free return pickup or exchange
  • Send the correct item at no additional charge

8. Late or Missing Refunds

If you haven’t received a refund after 14 business days:

  • Double-check your bank account or e-wallet
  • Contact your bank or payment provider
  • If still unresolved, contact us directly for support

9. Contact Information

If you have questions about your return, refund, or exchange, reach out to:

📍 SERI LAMPU SDN. BHD.
No. 8A (Level 1), Jalan Wan Kadir 1, Taman Tun Dr Ismail, 60000 Kuala Lumpur
📞 +6017 546 5790
📧 serilampu@outlook.com