At Senza Malaysia we want our customers to be completely satisfied with their purchases.

We recommend you read our Returns Policy & Procedures prior to making a purchase from our website, so you are familiar with our policy on refunds, returns and repairs and your legal rights and remedies. We also recommend you immediately inspect any goods that we deliver to you or that you collect from one of our stores, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

If you have any questions about this policy, please contact our Customer Service via email.

This Returns Policy only applies where you make a purchase online from our Senza Malaysia platform.

The Return Process:

1. Make sure all the requirements for refund/exchange are met.
2. Report your claim by visiting Senza Malaysia and please drop us an email to our support team at [email protected]
3. We will conduct an evaluation within 7 days (If necessary, a pick-up will be arranged and customer will be contacted).
4. If the claim is valid, a refund or replacement will be processed.   

 

Defect / Damage / Wrong Item Return Procedures

Q: What if I received a defect/damaged item?

Wrong Item Return Procedures:

1. After evaluation, we will arrange to send the replacement item for you as soonest possible and provide you with the return airwaybill sticker (Consignment Note) for you to do drop off at nearest J&T drop off point.
    *Please be informed that J&T is the current logistic provider of SENZA MALAYSIA and they are not providing return pickup at this moment.
2. Please wrap the defect item in a non-transparent packaging and write the order number on top of the package.
3. You will have to drop off your parcel with airwaybill attached (which we will provide at PDF file) at the nearest J&T drop off point which is available throughout Malaysia. You may check your nearest drop off point here (https://www.jtexpress.my/branch.php). You may show the airwaybill in pdf to the admin at the front desk of J&T branches and they will proceed accordingly.
4.  It will be greatly appreciated that if you are to inform Senza Malaysia via email @ ([email protected]) once you have received the replacement & proceed with drop off at J&T branches.

 

 

What is the returns process?

Returns must be done within ten (10) working days starting from the day the goods are delivered to you/you have received the goods. You may return your order (or items) for any of the following reasons:

• You received the wrong item in your package or the item has a manufacturing defect (excluding goods marked as display set items or clearance goods). You may refer to the Defect/Damaged Items or Wrong Item Return Procedures as stated below.
  
  And the general requirements for returns are as follows:
  
  
  1. You have proof of purchase (order invoice number and receipt).
  2. The goods must be in new condition and returned in the original selling condition and unopened packaging along with all original accessories (including manuals, warranty cards, certificate of authenticity) and any free gifts, vouchers received with it.
  3. The product must not have been used or installed or had any data inputted.
     
     

• Under what conditions is/are the product non-returnable:
  
  
  1. In the interests of hygiene: duvets, sheets, pillows, headphones and Bluetooth headsets, F&B packaging & condiments packaging, shower filters, water filters, Earphones, Personal Care Products, Health and Fitness products cannot be returned unless they are unopened and in their original packaging.
  2. Electronics Products, Computer Software, Ink Cartridges and toner, Mobile Phone.
  3. Once Installed: Video Game Console, Video Games, Made-to-order/Custom-Made, Air-Conditioner, TV (once wall-mounted)
  4. Once Used: All Electrical and kitchen appliances, home appliances, IT, cameras, accessories, Mattresses and Assembled Furniture.
  5. Items such as laptops, tablets, desktop computers, software, games, DVD's, CD's, Recordable media and other equipment which contain a security seal that has been broken or tampered with.
  6. Consumables such as coffee capsules cannot be returned unless they are unopened and in their original packaging.
  7. Customised/made-to-order goods, special order items, bed linen, mattresses, beds, divans, assembled furniture cannot be refunded or exchanged. If delivery has taken place, the refund will exclude delivery charges paid. 
  8. Display unit, auction items and clearance goods are strictly non-refundable. You are required to make a complete inspection to assess the item before purchasing. These items are sold on "as is, where is" basis.
  9. Personal care products.
  10. Product with contract services that have been connected (e.g. iPad, Smartphones).
  11. Items that have been purchased for more than 10 days.
  12. The item was purchased for someone else who simply does not want it.
  13. The item has no defects. You've changed your mind due to the reason of wrong selection, colour, size, model or specification, product not meeting expectation; or simply found it cheaper elsewhere.
  14. Defaulted on payment for item.

 

If your return meets all the requirements above and you wish to proceed with the return, please have your order invoice number ready and simply contact our customer service via [email protected].

Our customer service agent will verify the return reason and arrange a free return pick-up for you. Our courier company will pick up the package at the time specified & arranged with you. We will conduct an evaluation within seven (7) days starting from the day we received your returned items. You will receive an email confirmation/calls from Senza Malaysia support team once the returned item is received from our end.

If your return is valid, we will process your refund or replacement, based on what you have indicated to our Customer First Team. If it's valid, we will reimburse you with a refund through the payment method which are mutually agreed between you and Senza Malaysia platform.

If your return is not valid, we will notify you and arrange the items to be returned. For the items to be returned, a delivery fee will be chargeable. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.