At Waura Apparel, every order is carefully checked before dispatch. We only accept returns or exchanges for incorrect items or eligible product defects.
Please check your Size Guide and order details carefully before placing your order, as confirmed orders cannot be cancelled.
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1. NON-ELIGIBLE RETURNS & EXCHANGES
We do not accept returns or exchanges for:
• Wrong size, colour or item selected by the customer
• Item does not fit or does not look as expected
• Change of mind or personal preference
• Colour differences caused by lighting, photography or different screen settings
• Minor imperfections such as loose threads or slight stitching irregularities
• Measurement differences within approximately 1–3 cm
• Items that have been worn, washed or altered
• Items with removed tags
• Items with perfume, body odour, makeup or other signs of use
• Stains or damage caused after delivery
• Damage caused by improper care or handling
• Sale, clearance or promotional items
Customers are responsible for selecting the appropriate size and product before placing an order.
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2. ELIGIBLE RETURNS & EXCHANGES
You may contact us if you received:
• An incorrect item
• An incorrect colour
• An incorrect size sent by Waura
• An item with a significant manufacturing defect or damage upon receipt
Examples of eligible defects include significant holes, tears, stitching failure, broken zippers or significant permanent stains.
All cases are subject to inspection and approval by Waura.
What Is NOT Considered a Defect
The following are generally considered normal characteristics of garment production and are not eligible for return or exchange:
• Loose threads or minor stitching irregularities
• Slight seam misalignment
• Minor crochet or knitting inconsistencies
• Measurement differences within approximately 1–3 cm
• Minor variations caused by fabric cutting or print placement
• Minor colour differences caused by lighting, photography or display settings
• Minor new-item odour caused by fabric, packaging or storage
• Minor stains or imperfections that do not materially affect the appearance or normal use of the garment
Natural variations in fabric texture, colour and appearance may occur and are not necessarily considered defects.
Waura reserves the right to determine whether an issue constitutes an eligible defect based on its nature and severity.
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3. HOW TO REQUEST
Please contact us via Instagram Chat or WhatsApp within 3 calendar days from the date of delivery. Requests submitted after this period will not be accepted.
Please provide:
1. Order number / receipt
2. Clear photo or video of the issue
3. Photo of the parcel / shipping label where applicable
Please do not send the item back before receiving approval and return instructions from Waura. Returns sent without prior approval may not be accepted.
Approved items must be returned within:
• Malaysia: 5 working days
• International: 10 working days
A tracking number must be provided after shipment.
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4. RETURN SHIPPING
For approved cases caused by Waura, reasonable return shipping costs will be covered up to:
• West Malaysia: RM 8
• East Malaysia: RM 16
• Singapore: RM 30
Customers must provide proof of the shipping cost.
If the actual shipping cost exceeds the applicable limit, Waura may only reimburse up to the stated amount unless otherwise agreed.
Customers are responsible for the parcel until it reaches Waura.
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5. INSPECTION & RESOLUTION
Returned items must be:
• Unworn
• Unwashed
• Unaltered
• With original tags attached
Waura reserves the right to reject any return that does not comply with this policy.
If a return is rejected, the customer may be required to bear the cost of having the item returned to them.
Once received and approved, we will normally process the case within 3 working days.
• Replacement will be provided if the item is available.
• If the replacement is unavailable, Store Credit may be issued.
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6. STORE CREDIT
Waura does not offer cash refunds for eligible returns or exchanges.
If an approved replacement item is unavailable, Store Credit may be issued for the actual amount paid for the affected item and may be used towards a future purchase with Waura.
Store Credit is:
• Valid for 180 days
• Non-refundable
• Non-transferable
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7. EXCHANGE & NEW ORDERS
Each eligible order is entitled to one exchange only.
Approved exchanges are handled separately from new orders.
Exchange items, returned parcels and new orders cannot be combined to avoid or reduce shipping charges.
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8. BOUNCED / RETURNED PARCELS
If a parcel is returned because of an incorrect address, failed collection, refusal of delivery or customer unavailability, re-delivery costs will be borne by the customer.
If the return was caused by a Waura error, Waura will cover the reasonable re-delivery cost.
Any bounced parcel that remains unclaimed for 30 days from the date of notification may be forfeited without compensation.
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IMPORTANT NOTES
Actual colours may appear slightly different from product images due to lighting conditions, photography, screen brightness, different devices or display settings.
Garment measurements may vary slightly due to fabric characteristics and manual measurement. Differences within approximately 1–3 cm are considered normal.
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POLICY RIGHTS
Waura Apparel reserves the right to assess each return or exchange request individually and to reject requests that do not comply with this policy.
By placing an order with Waura Apparel, customers acknowledge that they have read and understood this Return & Exchange Policy.