Returns & Exchanges Policy

At Sufól Living, we strive to deliver beautifully crafted home décor, furniture care solutions, fragrances, cushions, and lighting products that bring style and comfort to your living spaces. To ensure fairness and transparency, we have established a comprehensive Returns & Exchanges Policy.

This policy is designed to protect our customers while also safeguarding product quality and brand integrity. Please read carefully before making a claim.

 

1. General Guidelines

  1. All customers are encouraged to inspect their order immediately upon delivery.
  2. Any concerns regarding damage, defect, or missing parts must be reported within 48 hours of receipt.
  3. Claims received after 48 hours may not be eligible for return, refund, or exchange.
  4. Products must remain in original condition: unused, unwashed, uninstalled, and with all original tags, labels, accessories, and packaging intact.
  5. Proof of purchase (order confirmation, invoice, or receipt) is required for all claims.

 

2. Recommended Unboxing Procedure

To protect both the customer and Sufol Malaysia, we strongly recommend the following for higher-value, fragile, or special-order items:

  • Record a full unboxing video from the moment the sealed parcel is opened until the product is fully inspected.
  • Ensure that the shipping label is clearly visible in the video.
  • This serves as valid evidence in case of a damage or defect claim and may significantly speed up the review and approval process.

 

3. Non-Returnable & Non-Exchangeable Products

Certain products cannot be returned or exchanged once opened, unless damaged upon delivery:

  • Consumables such as sofa fabric sprays, stain removers, sanitizers, or fragrance.
  • Clearance, sale, or promotional items specifically marked as “Sale” or “Non-Returnable.”
  • Customized or made-to-order products that have been tailored to a customer’s request.

 

4. Damaged, Defective, or Incorrect Products

If you receive an item that is damaged, defective, or incorrect:

  1. Report the issue within 48 hours of receiving the product.
  2. Contact us via email at support@sufolliving.my, providing:
    • Order number
    • Description of the issue
    • Supporting photos/videos (unboxing evidence preferred)
  3. Our quality assessment team will review the claim. If approved:
    • Replacement will be arranged if stock is available.
    • Refund will be provided if replacement is not possible.
    • Store credit may be offered as an alternative if preferred by the customer.

 

5. Refund & Exchange Conditions

  • Refunds will only be issued once the claim is verified and approved by Sufol Malaysia.
  • Exchanges will be prioritized over refunds when stock is available.
  • Refunds will be processed within 7–14 business days to the original payment method.
  • Shipping fees are non-refundable, except in cases of confirmed damage, defect, or wrong item sent.
  • If an item is returned without prior authorization, we reserve the right to refuse processing.

 

6. Return Shipping Responsibility

  • If the return is due to damage, defect, or incorrect item, Sufol Malaysia will cover all return shipping costs.
  • For all other approved return reasons (e.g., change of mind, incorrect size or color ordered), the customer will be responsible for:
    • Return shipping charges
    • Ensuring safe packaging to prevent damage during return transit
  • Returns damaged due to poor packaging may result in claim rejection.

 

7. Customer Responsibilities

To ensure a fair and efficient claims process, customers must:

  • Inspect all items immediately upon receipt.
  • Report any issues within the 48-hour claim window.
  • Retain original packaging until claims are fully resolved.
  • Provide accurate and clear photos/videos for assessment.
  • Avoid using or assembling products before a claim is finalized.

 

8. Exceptions & Special Considerations

  • Lighting products: Minor variations in color, texture, or material finish are not considered defects, as many of our products are handcrafted or designed with unique finishes.
  • Fabric & textile products (e.g., cushions, covers): Slight differences in pattern alignment or stitching may occur due to production methods and are not deemed as defects.
  • Furniture care solutions: Chemical-based products cannot be returned once opened, unless proven defective or leaking upon delivery.
  • Change of mind: We currently do not support returns due to personal preference changes, unless otherwise approved at our discretion.

 

9. Claim Review & Final Decision

  • All claims are subject to Sufol Malaysia’s internal review.
  • The final decision regarding refund, replacement, or exchange rests with our quality assessment team, based on evidence provided.
  • Sufol Malaysia reserves the right to decline claims that do not meet the above conditions.

 

10. Contact Us

For all returns, exchanges, or claim inquiries:

Sufol Creations Sdn Bhd (Sufol Malaysia)
Email: support@sufolliving.my
Sufól Malaysia: (+60) 4-424 1388

Our team will assist you step by step and ensure that your concerns are addressed promptly and fairly.

 

 

 

 

 

 

Effective Date: 30th of September 2025