Refund policy

Thank you for shopping with Alyvessa. We are committed to providing high-quality dinnerware and tableware and ensuring a smooth and transparent shopping experience. This Return & Refund Policy applies to all purchases made from Alyvessa within Malaysia and outlines your rights and our obligations regarding returns, exchanges, and refunds.

Return Eligibility and Conditions

Returns are accepted for both defective and non-defective items. You may request a return within 30 days from the delivery date of your order. To be eligible, all returned products must be new, unused, and in the original packaging, with no signs of use or customer-caused damage. Items must be in the same condition as when they were received and must have been purchased directly from Alyvessa. Items marked as final sale and products showing signs of use or improper handling are not eligible for return.

Return Method and Shipping Process

All approved returns must be completed by mail. Once your return request has been reviewed and approved, you will receive a return shipping label to download and print. Alyvessa provides free return shipping, and the full cost of the return label is covered by us. There is no restocking fee applied to any eligible return.

Damaged or Defective Items

If you receive an item that is damaged or defective, please contact us as soon as possible and provide clear photos of the product and its packaging. In such cases, we will offer either a replacement or a full refund at no additional cost, depending on your preference and product availability.

Exchanges

Exchanges are accepted for damaged or defective items, incorrect items received, or a request to exchange for a different design or variant, subject to stock availability. All exchange requests must be submitted within the 30-day return window, and the item must meet the same condition requirements as standard returns.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome. If your refund is approved, it will be issued to your original payment method (PayPal). Refund processing takes up to 10 working days, depending on payment provider processing times. For clarity, working days are defined as Monday through Friday, excluding public holidays. The currency used for refunds is not explicitly stated in the policy and follows the original transaction currency.

Need Help?

Have a question or need assistance? Our team is here to help.

Email: info@alyvessa.com

Address: 58, Medan Stesen 18/3 Taman Pengkalan Jaya, Pengkalan, Station 18, 30010 Ipoh, Perak, Malaysia

Operating Hours: 11:00 AM – 9:00 PM (GMT+8)

We aim to respond to all inquiries within 2 working days.