Gendon Studio: Payment, Shipping, and Returns Policy
Orders and Payment
- Payment Deadline: Please complete your payment within 12 hours of placing your order, or it will be automatically canceled.
- Final Sales: We cannot modify or cancel successful orders for any reason.
- Your Responsibility: If you accidentally place duplicate orders or buy the wrong item, we are unable to cancel, modify, or refund the purchase amount.
- Order Right: We reserve the right to cancel or refuse any order at our discretion. We may limit quantities purchased per person or household if an order appears suspicious.
Shipping and Preparation
- Processing Time: Please allow 2–3 working days for us to prepare and process your order before it ships.
- Domestic Delivery (Within Malaysia): We use POS Laju Malaysia with tracking. Shipping times are typically 2–3 days for West Malaysia and 3–5 days for East Malaysia.
Damages, Returns, and Refunds
- Reporting Damage: You must report any product defects or damages to hello@gendonstudio.com (please use this email as provided) within 7 days of receiving the merchandise. We cannot process reports made after 7 days.
- Eligibility for Return: A return is only eligible if the item has a manufacturing defect or damage. The item must be unused, in the same condition you received it, and in its original packaging. Proof of purchase is required.
- How to Report: Email hello@gendonstudio.com with:
- Photos of the defect or damage.
- Your Order Number / Receipt.
- Evaluation: Once we receive your report, we will inspect the condition and determine the best course of action (exchange or refund).
- Exchanges: Exchanges are only applicable if we approve the manufacturing defect/damage report. You are responsible for paying the shipping costs for returning the reported item and for receiving the exchanged item. Shipping costs are non-refundable.
- Refunds: A full refund (item price only, excluding shipping) is applicable only if we have no stock available to replace the returned item. If approved, the refund will be processed via bank transfer.
- Please note that it can take time for the funds to appear. If you have not received your refund after 20 days, please contact us at the email provided above.
- Sales & Promotions: All promotional and sale items are final sales and are not eligible for exchange or refund. Promotional prices are non-negotiable.
- Courier Mishandling: We do not accept returns or provide refunds for orders that are damaged or lost due to mishandling by the courier service. In this scenario, you must file a damage claim directly with the courier.
Cancellations and Delays
We do not accept order cancellations. We are not responsible for delays or cancellations caused by circumstances outside of our direct control, such as production issues, product shortages, or courier delivery problems.
Changes to Refund and Returns Policy
We reserve the right to modify this refund and returns policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website.
If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.