Effective date: 19 July 2024
Applies to purchases made on or after the effective date
At Secret Kreasure, we want every order to be handled fairly, responsibly and with care. This policy explains when a return, exchange, repair, replacement or refund may be available and the process customers must follow.
This policy applies to purchases made through the Secret Kreasure website and, where stated, direct or live-sale orders. Purchases made through a third-party marketplace such as TikTok Shop must also follow the procedures and mandatory rules of that platform.
1. Before Purchasing
Customers are responsible for reviewing the available product information before confirming an order, including the design, dimensions, approximate weight, materials, quantity, colour and size.
For products presented during a live sale, customers are encouraged to ask questions and request measurements or clarification before confirming their purchase. Individual comfort, fit and appearance may vary according to body shape, wrist size, earlobes, piercing position and personal preference.
2. Change of Mind and Personal Suitability
Unless otherwise required by applicable law or mandatory platform rules, Secret Kreasure does not provide returns, exchanges or refunds solely because of:
Change of mind;
A customer no longer wanting or needing the item;
Personal preference concerning colour, appearance, design or crystal energy;
Personal fit, comfort, size or weight where the product corresponds with the information provided;
A customer's sensitivity or individual reaction that is not caused by a verified product defect;
Minor differences caused by screen display, lighting or photography;
A customer selecting the wrong product, size or variation; or
Failure to review the product information or ask questions before confirming a live or direct order.
This section does not apply where an incorrect product was supplied, the product arrived damaged, materially differed from its description, or has a verified manufacturing defect.
3. Earrings and Pierced Jewellery
For health and hygiene reasons, earrings and other pierced jewellery cannot be returned or exchanged once:
Their hygiene seal or protective packaging has been opened, where applicable;
They have been tried on or inserted into the ears or another piercing; or
They have been worn or otherwise used.
This restriction includes requests arising from change of mind and personal preferences concerning size, weight, fit or comfort. Earring fit and comfort can vary depending on individual earlobes, piercing position and personal preference.
Before purchasing, customers should review or request the product dimensions, approximate weight, materials and backing type.
This hygiene restriction does not apply where the wrong item was supplied, the item arrived damaged, materially differed from its description, or has a verified manufacturing defect. Such claims remain subject to assessment under Section 8.
4. Perfume, Samples and Other Hygiene-Sensitive Products
For health, hygiene and product-integrity reasons, perfume, fragrance samples and other sealed personal-use products cannot be returned or exchanged after the seal or packaging has been opened, or after the product has been sprayed, tested or used.
Fragrance perception, preference, projection and longevity vary between individuals and may also be affected by skin chemistry, environment, application and storage. Disliking a scent or experiencing different performance from another person does not by itself constitute a product defect.
This restriction does not apply where the wrong item was supplied, the product arrived damaged or leaking, materially differed from its description, or has a verified manufacturing defect.
5. Customised, Personalised and Made-to-Order Products
Customised, personalised, resized or made-to-order products cannot be cancelled, returned, exchanged or refunded once production or alteration has begun, except where:
The final product does not materially correspond with the confirmed written specifications;
The wrong item was supplied;
The item arrived damaged; or
A manufacturing defect is verified.
Customers must review names, spelling, measurements, sizes, materials and design details carefully before approving a customised order.
6. Natural Crystals, Gemstones and Pearls
Natural crystals, gemstones and pearls may contain variations in colour, clarity, translucency, pattern, shape, texture, inclusions and surface characteristics. These variations are part of the natural character of the material and make each piece unique.
Natural variations that were reasonably visible or disclosed before purchase are not manufacturing defects. However, this does not exclude claims involving undisclosed structural damage, an incorrect item, material misdescription or a verified manufacturing defect.
7. Deposits, Instalments and Order Cancellations
Deposits are non-refundable only where this condition was clearly disclosed before payment and work, reservation, sourcing or production has begun. If Secret Kreasure cancels an order or cannot supply the agreed product, the applicable amount paid will be refunded unless the customer accepts an alternative arrangement.
Instalment cancellations, missed payments and abandoned orders are governed by the payment and cancellation terms disclosed when the order is confirmed. Nothing in this section excludes any right or remedy that cannot legally be excluded.
8. Incorrect, Damaged or Potentially Defective Products
Customers should inspect their order promptly after delivery. If an item is incorrect, damaged upon arrival, materially different from its description or believed to have a manufacturing defect, please contact Secret Kreasure as soon as reasonably possible and provide:
The order number and purchase date;
A clear description of the issue;
Clear photographs and, where helpful, a short video showing the issue;
Photographs of the parcel, packaging and delivery label where damage or an incorrect item is involved; and
Any other reasonable information required to assess the claim.
An unboxing video is helpful but is not the sole basis upon which a claim will be assessed.
Secret Kreasure may request that the product be returned for inspection before confirming whether a defect exists and what remedy is appropriate. Customers must not send an item back without written return authorisation and return instructions.
Where the claim is verified, Secret Kreasure will provide an appropriate remedy, which may include repair, replacement or refund, having regard to the circumstances, applicable Malaysian consumer law and any mandatory platform rules.
9. Return Authorisation and Conditions
Where a return is authorised:
The customer must follow the return instructions provided by Secret Kreasure;
The item should be returned with its original packaging, accessories, certificates, gifts and proof of purchase, where applicable;
The item must not be altered, resized, repaired, cleaned or modified by the customer or a third party before assessment;
The customer should use secure and trackable delivery; and
The customer remains responsible for the item until it is received by Secret Kreasure.
Unauthorised returns may be refused or returned to the sender, subject to applicable law.
10. Return Shipping Costs
Where Secret Kreasure verifies that an incorrect, damaged or defective product was supplied, reasonable return-delivery costs will be borne or reimbursed by Secret Kreasure in accordance with the return instructions provided.
Where a discretionary return is approved for a reason not caused by Secret Kreasure, the customer may be responsible for the return-delivery cost and any new delivery cost. This will be communicated before the return is accepted.
11. Approved Refunds
Once a refund is approved:
It will normally be issued to the original payment method where practicable;
Processing may take 7–14 working days, excluding any additional processing time imposed by a bank, marketplace or payment provider;
The customer will be informed of the approved refund amount; and
Any deduction of shipping, transaction, platform or payment-gateway charges will be made only where permitted, applicable and previously disclosed.
No prohibited deduction will be made from a remedy arising from an incorrect, damaged or verified defective product.
12. Marketplace Purchases
For purchases made through TikTok Shop or another third-party marketplace, customers must submit return or refund requests through the relevant platform within its prescribed timeframe. The platform's mandatory procedures and decisions apply in addition to this policy.
Secret Kreasure may request supporting evidence and may inspect any returned product through the platform process.
13. Direct and Live-Sale Purchases
For purchases confirmed through a Secret Kreasure live sale, WhatsApp or another direct channel, the product shown, written order confirmation, invoice, payment record and any specifications communicated before purchase form part of the transaction record.
Customers should ensure that they understand the product details and applicable return restrictions before making payment. Where practical, Secret Kreasure will provide or confirm relevant measurements, approximate weight, materials and personalisation details in writing.
14. Goodwill Resolutions
Secret Kreasure may, at its discretion, offer store credit, a gift, alteration assistance or another accommodation as a one-time goodwill gesture where the matter falls outside this policy.
A goodwill gesture:
Does not constitute an admission that the product was defective or that Secret Kreasure was legally responsible;
Is subject to the specific written conditions and expiry date communicated with the offer;
Cannot be exchanged for cash unless expressly stated; and
Does not create an ongoing entitlement or precedent for future transactions.
Where a goodwill offer is intended as full and final resolution of a particular complaint, this will be stated in writing and must be accepted by the customer before it is carried out.
15. Fraudulent or Abusive Claims
Secret Kreasure reserves the right to reject claims supported by false, altered or misleading information and to preserve relevant transaction and communication records. This does not affect a customer's right to raise a genuine complaint or use an appropriate consumer-redress channel.
16. Consumer Rights
Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy that cannot legally be excluded, restricted or modified under the Consumer Protection Act 1999 or other applicable Malaysian law.
If any part of this policy is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
17. Contact
To report an order issue, please contact Secret Kreasure through the website contact form or the official contact channel stated in your order confirmation. Please include your order number and the information listed in Section 8.
Secret Kreasure may update this policy from time to time. The version applicable to a purchase is the version in effect when that purchase was confirmed, unless a later change is required by law or is more favourable to the customer.
