Thank you for choosing Shalima Luxury Furniture & Decoration for your furniture needs. As we operate exclusively on a pre-order model, our return and refund policy is strictly defined to ensure a smooth and predictable process for custom-ordered items.
PLEASE READ THIS POLICY CAREFULLY BEFORE PLACING AN ORDER.
Pre-Order Definition
A “Pre-Order” item is defined as any product that is not currently held in ready stock and must be manufactured or sourced specifically for the customer upon receipt of their order and full payment/deposit. This process involves custom manufacturing and logistics costs based on your commitment.
General Policy: No Returns, No Refunds (Final Sale)
Due to the custom nature of pre-order items, all sales are considered final.
No Cancellation:
Once an order is confirmed and production has started (typically within 48 hours of order placement), the order cannot be canceled.
No Return:
We do not accept returns or exchanges for pre-order items based on a change of mind, refusal of delivery, or issues related to size, color, or style deviations from the customer’s expectation (provided the item delivered matches the specifications ordered).
No Refund:
Full refunds will not be issued for any pre-order item unless the item is deemed Defective or Damaged (as outlined in Section 3).
Exception: Damaged or Defective Items
The only exception to our No Return/No Refund policy is if the product arrives with a verifiable manufacturing defect or is damaged during transit.
1. Eligibility Criteria
A return or refund will be processed only if the item meets all of the following conditions:
- The item is clearly and verifiably broken, functionally defective, or significantly damaged upon arrival.
- The damage was not caused by misuse, improper assembly, or accidental damage after delivery.
- The claim is submitted within 48 hours of successful delivery.
2. Reporting Procedure for Damaged/Defective Items
If your pre-order item arrives damaged or defective, you must follow these steps immediately:
Stop Assembly:
Do not proceed with assembly or use of the item.
Take Photographic Evidence:
Immediately take clear photos and, if possible, videos of:
- The exterior packaging before opening (especially if damaged).
- The specific damage/defect on the product.
- The entire item to show its condition.
Contact Us:
Email our support team at shalimaenterprise@gmail.com or contact 0126907995 with the following information:
- Your Order Number
- A description of the damage or defect
- The attached photographic/video evidence
Resolution for Valid Claims
Upon receiving your evidence, our team will review the claim. For valid claims of damage or defect, we will offer one of the following resolutions at our discretion:
Repair:
We will cover the cost of local repair or arrange for a qualified technician to fix the issue.
Replacement:
If the damage is irreparable, we will arrange for a replacement unit to be manufactured and shipped (subject to standard pre-order lead times).
Partial or Full Refund:
In rare cases where repair or replacement is not feasible, a full or partial refund will be processed.
Contact Us
If you have any questions regarding this policy, please contact us before placing your order:
Email: shalimaenterprise@gmail.com
Phone: +60 12-690 7995 / +60 7-4702 777