Refund & Return Policy

For eligible ready-stock pieces, request a size or colour exchange within 7 calendar days of delivery. Pieces must be unworn, unwashed, unaltered and have their original tags attached. We only approve an ordinary exchange if the requested replacement is in stock. If it is unavailable, we decline the exchange; there is no money refund or automatic store credit for a size, fit or colour preference.

A pre-order delivered in the size and colour ordered cannot be returned or exchanged because you prefer another size or colour, the fit is not as you hoped or you change your mind. Check the garment measurements and selected options before ordering. If we supply the wrong size, colour or piece on a pre-order, we offer a refund after verifying the error and arrange any necessary return at our cost. Defects are reviewed separately under the process below.

If you cancel a pre-order, neither the deposit nor the full payment is refundable. If Mardina Safiyya® cannot deliver within the pre-order timeframe confirmed for your order, we refund the amount paid for the affected pieces, whether a deposit or full payment. Our separate remedies for incorrectly supplied or defective goods and mandatory consumer rights remain available.

If we send a size, colour or piece different from your order, contact support with the order number and evidence. For a ready-stock order, we arrange the correct replacement if it is available. If we cannot provide that replacement, we offer a refund for the affected pieces. We pay the return and replacement postage for our verified mistakes. This is different from a customer requesting a different size or colour from the one ordered.

For a defect claim, record one continuous video beginning before you open the sealed parcel. Show the sealed packaging, shipping label, the complete opening and the defect clearly. Keep the packaging and tags. The online form also asks for at least two clear photos and a short explanation. Without this unboxing evidence, we reserve the right to decline a claim after reviewing the circumstances and any rights required by law.

Contact support promptly if evidence is unavailable or the account form is closed. The 7-day voluntary window and evidence requirements do not automatically remove statutory remedies for faulty goods.

Pieces bought at a sale price are excluded from ordinary preference or fit exchanges. This does not exclude claims for defects, goods not as described or a size, colour or piece we supplied incorrectly, or any remedy required by law.

Sign in, open your delivered order and choose Return or exchange. Select the pieces, reason and preferred resolution. Our team verifies the request, evidence and any replacement stock before approval. Do not send a parcel until we give you the return address and instructions. Keep the courier receipt and tracking. If the form does not cover your case, contact support with your order number.

For an ordinary ready-stock size or colour exchange, the customer pays the postage to send the pieces back. We confirm any replacement-delivery charges before approval. For our verified error or a confirmed defect, Mardina Safiyya® bears the related return and replacement postage. Do not post to the registered business address unless our return instructions say to do so.

We refund affected amounts paid if we cannot fulfil or deliver an order, including when we cannot deliver a pre-order within the timeframe confirmed for that order. We also refund a verified incorrectly supplied ready-stock item when we cannot provide the correct replacement, and offer a refund for an incorrectly supplied pre-order. Defect claims receive the appropriate remedy after review, including any remedy required by law. Correctly supplied items do not qualify for a money refund because of fit, size or colour preference or unavailable exchange stock.

An approved refund is based on the amount actually paid for the affected pieces, including any deposit and after applicable discounts. Our team confirms the amount and payment route. Approved refunds usually take 7–14 working days after approval, depending on your bank or payment provider. Store credit is not an automatic fallback for an unavailable ordinary exchange; any separately agreed credit must be expressly accepted by the customer.

Nothing in this policy limits rights or remedies that cannot lawfully be excluded under Malaysian consumer law. The voluntary 7-day window, sale and pre-order conditions, stock rules and evidence requirements are subject to those rights. Contact support for a manual review if the account form does not cover your situation.