Refund policy

TANHA Refund & Return Policy

At TANHA, we are committed to delivering quality products and ensuring a pleasant shopping experience for our customers.

Should customers encounter any issue after purchase, you may contact our Customer Service via WhatsApp at +6011 - 6828 0140.
Please include your order number and a brief description of the issue.

All purchases are eligible for dispute or claim within seven (7) days from the date of receiving the item(s).

For any refund or exchange request, a valid invoice must be attached together with the request. Requests submitted without proof of purchase may not be processed.

Online Purchases – Eligibility for Refund or Replacement

Refund or replacement may be considered under the following situations:

• Parcel is received with missing item(s)
• Item received is defective or damaged
• Incorrect item is delivered
• Item becomes unavailable or out of stock after payment is made
• Order cancellation is approved with valid justification
• Exceptional cases approved at TANHA Management’s discretion

Out-of-Stock Items

As our online and offline sales may run concurrently, stock levels may occasionally differ.

If an item becomes unavailable after purchase:

• Customer may choose to exchange to another item of equivalent value; OR
• Customer may request a refund within seven (7) days from order date.

Processing Timeline

Approved refunds will be processed within up to 14 working days after verification and approval.

Refunds will be processed to the bank account details provided by the customer.

Situations Generally Not Eligible

Refund or exchange will generally not be provided for:

• Change of mind
• Item no longer required
• Colour preference mismatch
• Personal styling or suitability preference

(Except where item is defective or not as described.)

Return Request & Refund Processing

Customers are required to provide:

• Order number
• Description of issue
• Supporting photo or video evidence (if applicable)
• Preferred resolution (Refund or Replacement)
• Invoice / proof of purchase

For refund processing, customers may be required to provide bank account details.
Please email your bank details to info.tanhalabel@gmail.com and our team will assist you as soon as possible.

Alternatively, customers may submit the required details via WhatsApp at:
+6011 - 6828 0140

Product Display Note

Product colours or appearance may vary due to lighting, editing or device screen settings. However, products supplied will reasonably match product description standards.

Faulty or Defective Items

If an item is confirmed to be faulty, customers may opt for:

• Full refund; or
• Replacement with same or similar value item

Returned items may be inspected before final decision is made.

We sincerely apologise for any inconvenience caused should such situations occur. TANHA is committed to resolving the matter promptly and ensuring a positive customer experience.

Non-Returnable Items

For hygiene and safety reasons, the following items are not eligible for return or exchange:

• Innerwear
• Selected hygiene-sensitive accessories

(Unless defective or required by law.)

Pre-Order Items

For items marked as Pre-Order, delivery timeline may be longer than ready stock items.

Customers may contact TANHA Customer Service via WhatsApp at +6011 - 6828 0140 to check estimated arrival timeline.

Legal Notice

This Policy is subject to Malaysian laws including but not limited to:

• Consumer Protection Act 1999
• Consumer Protection (Electronic Trade Transaction) Regulations 2024
• Electronic Commerce Act 2006
• Personal Data Protection Act 2010 (as amended)
• Any applicable amendments or subsidiary regulations

Nothing in this Policy removes or limits customer rights under Malaysian law.