HOUZE Shipping and Return Policy

HOUZE is committed to providing exceptional service and ensuring customer satisfaction. Below are our shipping and return policies tailored for our customers in Malaysia, Australia, and New Zealand.

1. Shipping Policy

1.1 Delivery Areas

HOUZE offers delivery services to customers in Malaysia, Australia, and New Zealand. We collaborate with reliable logistics providers to ensure your orders are delivered safely and promptly.

1.2 Processing and Shipping Time

• All orders are processed within 1-2 business days after successful placement.
  • Malaysia: Standard delivery time is 1-5 business days.
  • Australia: Standard delivery time is 3-7 business days.
  • New Zealand: Standard delivery time is 5-10 business days.

Please note that actual delivery times may be affected by factors beyond our control, such as adverse weather conditions, holidays, or unforeseen circumstances.

1.3 Order Confirmation and Notification

After placing an order, you will receive a confirmation email verifying your order details. Once your items are packed and dispatched, you will receive a notification email.

Upon shipment, we will provide tracking information via email or SMS, allowing you to monitor your order status through the logistics provider’s website.

1.4 Shipping Fees

We offer both standard and expedited shipping options. Shipping fees are determined based on order value, delivery address, and the selected shipping method.

During specific promotions or for orders exceeding a certain value, we may offer free shipping.

1.5 Delivery Failures

If delivery fails due to incorrect address information or the absence of a recipient, the shipping fees will be your responsibility. Please ensure you provide accurate delivery addresses and contact details to avoid delivery issues.

1.6 Optional Shipping Insurance

For added peace of mind, we offer an optional MYR 500,000 shipping insurance coverage. This insurance ensures your order is protected in the event of damage or loss during transit, offering you security and confidence in your purchase. The insurance fee is calculated at checkout based on order value.

2. Return and Refund Policy

Thank you for shopping with HOUZE! If you are not satisfied with your order, we are here to assist you. Returns are accepted under the following conditions:

2.1 Eligibility for Returns

• You have the right to request a return within 30 days of receiving the product. Return shipping costs are your responsibility.
• Returned items must be in their original packaging, unused, undamaged, and accompanied by the original purchase receipt.

Returns are not accepted for:

• Items that have been used or damaged.
• Promotional or clearance items, unless the product has a quality issue.

Please note that since the shipment has been completed and payment made, the refundable amount will exclude shipping fees.

2.2 Return Process

If you wish to return an item, please contact the HOUZE customer service team at support@myehouze.cfd or +60 1137627101. We will provide you with a Return Authorization Number (RAN) and the return address.

After receiving the RAN, securely package the item and send it to the designated return address.

2.3 Refund Policy

Upon receiving and inspecting the returned item, we will process your refund within 7 business days. Refunds will be issued via the original payment method, and the time it takes for the refund to appear depends on your payment provider.

For returns due to quality issues or incorrect items sent, we will refund both the product cost and the associated shipping fees.

2.4 Damaged or Missing Items

If you receive items that are damaged or missing, please contact us within 48 hours of receipt. We will work with you to resolve the issue, including providing replacements or refunds as necessary.

3. Order Cancellation

You may cancel your order by contacting the HOUZE customer service team before the order is shipped. Once the order has been shipped, cancellations are not possible, and you will need to follow our return policy to return the items.

4. Governing Law

This policy is governed by the laws of Malaysia, Australia, and New Zealand. For disputes related to shipping or refunds, you agree to first attempt to resolve the issue amicably. If negotiations fail, disputes shall be submitted to the competent courts in Malaysia, Australia, or New Zealand.

5. Contact Us

Your feedback is invaluable to us! Please feel free to share your thoughts on the quality of our products and services so we can improve and serve you better. If you need more information or have any questions, please contact us:

• Email: support@myehouze.cfd
• Phone: +60 1137627101
• Address: Ilham Tower, 33rd Floor, 8 Jalan Binjai, Kuala Lumpur, 50450, Malaysia
• Business Hours: Daily: 8:00 AM to 10:00 PM

Thank you for choosing HOUZE. We are dedicated to providing you with a superior home shopping experience and ensuring your satisfaction with every purchase.