We understand that customers may occasionally need to change their purchasing decisions. The following policy explains how cancellation requests are handled at THUM LIVING.
1. Requesting a Cancellation
Customers who wish to cancel an order should contact our customer service team as soon as possible after completing their purchase.
Cancellation requests must be submitted by email to thum_living@outlook.my with the order number and relevant details.
2. Before Shipment
Orders that have not yet been dispatched may be eligible for cancellation.
Our team will review the order status and confirm whether cancellation can be completed.
3. After Shipment
Once an order has been dispatched, cancellation under our standard cancellation process may no longer be available.
If there is an issue with the product or delivery, customers may refer to our Refund, Return & Exchange Policy for applicable remedies.
4. Cancellation by THUM LIVING
We may cancel an order for legitimate reasons, including:
- Product unavailability.
- Unsuccessful or unverified payment.
- Suspected fraudulent transactions.
- Genuine product listing or pricing errors.
- Circumstances preventing fulfilment of the order.
If we cancel an order for which payment has already been received, the applicable payment will be refunded.
5. Refund for Cancelled Orders
Approved cancellation refunds will be returned to the original payment method unless the customer requests an alternative refund method and we agree to it.
Processing times may vary depending on the bank or payment service provider.
6. Consumer Rights
Nothing in this policy restricts or removes cancellation or refund rights provided under applicable Malaysian law.
7. Contact Us
Email: thum_living@outlook.my
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM (Malaysia Time).