Refund, Return & Cancellation Policy

Last updated: 14 July 2026

Thank you for shopping with Lovely Boutique. We are committed to ensuring that every order is delivered in good condition and matches the product information displayed on our website.

1. Order Cancellation

Cancellation requests must be submitted as soon as possible after an order is placed.

• Standard orders may be cancelled if they have not been processed or handed over to the courier.
• Custom or personalised orders cannot be cancelled once the design has been approved or production has started.
• If an item is out of stock or we are unable to fulfil the order, the customer may choose a replacement product or receive a full refund.
• Cancelling an order in Shopify does not necessarily mean that the payment has been returned to the customer. The refund method and processing time depend on the original payment method.

2. Eligibility for Return, Replacement or Refund

Customers may submit a claim if:

• The item arrives damaged or defective;
• The wrong product or variation was delivered;
• The quantity received is incomplete;
• A custom item contains an error caused by Lovely Boutique; or
• The item is materially different from its description on our website.

Please contact us within 3 days of receiving the order and provide:

• Your order number;
• A brief explanation of the issue;
• Photographs of the product and packaging; and
• An unboxing video, if available.

We may require the product to be returned for inspection. Return instructions and the return address will be provided after the claim has been reviewed.

3. Custom and Personalised Products

Products made using a customer’s name, logo, message or approved design cannot be returned due to a change of mind.

A replacement or refund may still be offered if:

• We printed information that differs from the approved details;
• The product is damaged or unusable; or
• The error occurred during production by Lovely Boutique.

Customers are responsible for checking all spelling, names, dates, logos and design details before approving the design. Lovely Boutique is not responsible for errors contained in information that was provided and approved by the customer.

4. Food Products and Hampers

For hygiene and safety reasons, opened food products cannot be returned unless the product:

• Arrived damaged;
• Had expired;
• Was incorrectly delivered; or
• Was unsafe for consumption.

Items included in a hamper may occasionally be replaced with another item of equal or higher value when the original item is unavailable. Any replacement will not reduce the overall value of the hamper.

5. Change-of-Mind Returns

Change-of-mind returns are not guaranteed and will be considered on a case-by-case basis.

If approved:

• The product must be unused, unwashed and in its original condition;
• All accessories and original packaging must be included;
• The customer is responsible for return delivery costs; and
• The original delivery charge is non-refundable.

Custom products, personalised products and opened food products are not eligible for change-of-mind returns.

6. Return Delivery Costs

If the product is damaged, incorrectly supplied or affected by an error caused by Lovely Boutique, we will cover reasonable return delivery costs.

For returns approved for other reasons, the customer will be responsible for the return delivery costs.

Please do not return any product before receiving return instructions from us.

7. Refund Methods and Processing Times

Refunds will only be processed after the claim has been approved and, where required, the returned product has been received and inspected.

DuitNow Refunds

HitPay does not support DuitNow refunds through its payment gateway. Therefore, approved DuitNow refunds will be processed manually by Lovely Boutique through bank transfer or DuitNow after the customer’s account information has been verified.

The actual time taken for funds to appear in the customer’s account may depend on the customer’s bank, e-wallet or payment provider.

8. Refund Amount

For products that are damaged, incorrectly delivered or affected by an error caused by Lovely Boutique, the approved refund may include:

• The product price;
• The related original standard delivery charge; and
• Any agreed return delivery costs.

For an approved change-of-mind return, the original delivery charge and return delivery costs will not be refunded.

9. Contact Us

To request a cancellation, return, replacement or refund, please contact:

Lovely Boutique
Website: shop.lovelyboutique.com.my
Email: lovelybutik2013@yahoo.com
WhatsApp: +60125929001

Please include your order number so that we can assist you promptly.

10. Consumer Rights

This policy does not limit or exclude any rights available to consumers under Malaysian law. If any part of this policy conflicts with applicable Malaysian consumer protection laws, the customer’s statutory rights and remedies will prevail.