At THUM LIVING SDN BHD, we strive to ensure that customers receive the correct products in satisfactory condition.
We encourage all customers to review product specifications and purchase details before confirming their orders.
1. General Return Conditions
Products purchased from THUM LIVING are generally considered final sale and are not eligible for refunds, returns, or exchanges due to a change of mind, except in the circumstances outlined below or where required by Malaysian law.
2. When Can You Request a Refund, Return or Exchange?
We will review requests involving any of the following situations:
Incorrect Product Received
The product delivered is not the item ordered by the customer.
Product Does Not Match Its Description
The product received differs materially from the specifications, features, description, or information displayed on our website.
Damaged or Defective Upon Arrival
The appliance arrives damaged, spoiled, defective, or not functioning as reasonably expected upon delivery.
Delivery Beyond the Committed Timeline
The order is not delivered within the applicable delivery timeframe stated in our Shipping Policy or otherwise agreed upon, subject to applicable consumer rights.
3. Evidence Required for Claims
To support a claim, customers are requested to provide the following evidence, where reasonably available:
- Continuous Unboxing Video: A clear, uninterrupted recording showing the unopened parcel, visible shipping label, original packaging, and the item received.
- First-Use Video: A clear recording showing the appliance being used or switched on for the first time, where applicable and safe to do so.
- Supporting Information: Photographs, order confirmation, product details, and any additional supporting documents reasonably requested by our team.
For electrical appliances that appear damaged or unsafe, customers should not switch them on merely to obtain video evidence.
4. Reporting Period
Customers should report any incorrect, damaged, or defective product to thum_living@outlook.my within 24 hours of receiving the parcel, where reasonably possible.
Please include your order number, a brief explanation of the issue, and supporting evidence.
Requests submitted after the 24-hour reporting period or without adequate evidence may be declined under our voluntary return arrangements.
However, this reporting requirement does not remove or restrict any rights or remedies available under applicable Malaysian consumer protection laws.
For delayed or undelivered orders, customers may submit a claim once the applicable delivery deadline has passed.
5. Claim Assessment
Once a request is received, THUM LIVING will assess the order information and supporting materials.
We may contact the customer for clarification, additional photographs, or other reasonable information necessary to investigate the claim.
Where a return is required, customers will receive return instructions.
Please do not return any appliance without first contacting our customer service team.
6. Refund Arrangements
Once a refund is approved, payment will be returned through the original payment method unless the customer requests an alternative refund method and THUM LIVING agrees to it.
Refund processing times depend on the relevant payment gateway, bank, or financial institution.
Where required by applicable law, refunds will be processed within the legally prescribed timeframe.
7. Product Exchanges
Where an exchange is appropriate, we may arrange a replacement with the same product, subject to availability and applicable consumer rights.
If a suitable replacement cannot be provided, an appropriate alternative remedy, including a refund where required, will be offered.
8. Returns Not Normally Accepted
Subject to applicable Malaysian law, we generally do not accept returns for:
- Change of mind or personal preference.
- Incorrect product selection by the customer where the supplied product matches the order.
- Damage caused by misuse, improper installation, or unauthorised modifications.
- Normal wear and tear.
- Damage resulting from use contrary to the product’s safety or operating instructions.
9. Consumer Protection
This policy does not exclude or limit any statutory guarantees, warranties, or remedies available under Malaysian law.
10. Customer Support
For assistance, contact:
THUM LIVING SDN BHD
Email: thum_living@outlook.my
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM (Malaysia Time).