Last Updated: 7 July 2026

Refund & Exchange Policy

At CaftanX Empire Sdn. Bhd., we are committed to providing quality products designed for modern Muslimah. Every order is carefully inspected before it is shipped to ensure it meets our quality standards.

Please read this policy carefully before making a purchase, as all orders are subject to the terms below.

1. No Refund Policy

All purchases made through our website are strictly non-refundable.

Once an order has been successfully placed and payment has been completed, it cannot be cancelled, refunded, or exchanged for cash, except where required under applicable Malaysian laws.

We encourage customers to review their order carefully before completing the checkout process.

2. Exchange Eligibility

We offer exchanges under the following circumstances:

  • You received the wrong item.
  • You received a damaged or defective item.
  • The purchased size does not fit based on our standard sizing. Customers are encouraged to refer to our size guide before placing an order.

Exchange requests for any reason outside the conditions stated above will be reviewed at our sole discretion.

3. Exchange Request Period

All exchange requests must be submitted within three (3) calendar days from the date your parcel is marked as delivered.

Requests submitted after this period may not be accepted.

4. Conditions for Exchange

To qualify for an exchange, the item must meet all of the following conditions:

  • The item has not been washed.
  • The original product tag remains attached.
  • The original packaging is still available.
  • The item is returned in good condition.
  • The item is free from perfume, deodorant stains, makeup stains, excessive wrinkles, or any signs of prolonged use.

Size Exchange

Customers are allowed to try on the garment solely for the purpose of checking the fit.

Trying on the garment for sizing purposes will not affect exchange eligibility, provided the item remains in clean, unused condition and satisfies all requirements stated above.

5. Non-Exchangeable Items

The following items are not eligible for exchange:

  • Free gifts
  • Accessories

All other products, including promotional, discounted, clearance, and sale items, remain eligible for exchange subject to this policy.

6. Exchange to Another Product

Customers may exchange their item for another available product.

If the new item has a higher price

The customer is required to pay the price difference before the replacement item is shipped.

If the new item has a lower price

The balance will be refunded to the customer using an appropriate payment method determined by CaftanX.

7. Shipping Charges for Exchange

Customer’s Responsibility

If the exchange is requested due to:

  • Incorrect size selection
  • Change of preference
  • Any reason not caused by CaftanX

The customer shall bear both return and reshipping postage charges.

CaftanX’s Responsibility

If the exchange is due to:

  • Wrong item shipped
  • Manufacturing defect
  • Damaged product
  • Any mistake caused by CaftanX

CaftanX will bear the shipping costs for both the return and replacement shipment.

8. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately.

To facilitate our investigation, customers are required to provide:

  • Clear photographs of the product.
  • Clear photographs of the parcel packaging.
  • A clear unboxing video (where available).
  • Supporting evidence of the issue.

These must be submitted within 24 hours after receiving the parcel.

Failure to provide sufficient evidence within the required timeframe may affect the outcome of your claim.

9. Exchange Process

To request an exchange:

Step 1

Contact our Customer Support via WhatsApp or email.

Provide:

  • Order Number
  • Name
  • Reason for exchange
  • Supporting photos or videos (if applicable)

Step 2

Wait for confirmation from our Customer Support team before returning the item.

Do not send the parcel without prior approval.

Step 3

Pack the item securely and ship it to the return address provided by our team.

Customers are encouraged to use a courier service that provides tracking information.

CaftanX shall not be responsible for parcels lost during return shipping.

Step 4

Once the returned item has been received and inspected, we will process the approved exchange.

10. Order Cancellation

All confirmed orders are considered final.

Once payment has been successfully completed, orders cannot be cancelled.

Please ensure all product selections, sizes, colours, delivery information, and payment details are correct before completing your purchase.

11. Right to Reject Exchange

CaftanX reserves the right to reject any exchange request if:

  • The request exceeds the exchange period.
  • The product has been washed.
  • The product tag has been removed.
  • The item shows signs of wear or misuse.
  • The returned item is incomplete.
  • The damage is caused by improper handling after delivery.

The decision of CaftanX shall be final.

12. Contact Us

If you require assistance regarding an exchange request, please contact us.

CaftanX Empire Sdn. Bhd.

Email: caftanxhq@gmail.com

WhatsApp: +60 18-576 2865

Return Address:
No. 10-2, 2nd Floor
Jalan 14/48A
Sentul Raya Boulevard
51000 Kuala Lumpur
Malaysia