We are committed to providing a smooth and reliable shopping experience. We encourage all customers to review this policy carefully before submitting any exchange, return, or quality-related claim.
Please note that all requests are subject to eligibility checks, product inspection where applicable, and final approval by Waw Collection. Submission of a request does not guarantee approval.
1. EXCHANGE POLICY 1.1 Exchange Channels
Customers who wish to exchange items purchased online or in-store may do so through the following channels:
• Visit the Waw Collection boutique in Sentul.
• Contact us via WhatsApp at 011-1154 7968 or use the floating WhatsApp button available on our website.
All exchange requests are subject to the availability of replacement stock and product inspection where necessary.
1.2 Exchange Eligibility
• Exchange requests must be submitted within seven (7) days from:
i) the purchase date for in-store transactions; or
ii) the date the item is received for online orders.
• Only items purchased at normal prices qualify for exchange. Sale and clearance items are excluded.
• The original purchase receipt must be presented.
• Items must remain in their original condition, with all tags attached.
• For online orders, customers are responsible for all return and exchange shipping costs unless the request arises from an error by Waw Collection, such as an incorrect item being delivered or a confirmed manufacturing defect.
• For customers residing in Sabah and Sarawak, where logistical limitations prevent the return shipment from being arranged within the standard period, Waw Collection must be notified of the exchange request within seven (7) days from the applicable purchase date or date of receipt.
Customers are responsible for ensuring that returned items are securely packaged. Waw Collection shall not be held responsible for any loss or damage occurring during transit.
1.3 Exchange Conditions (Defects, Damage & Quality Issues)
Items submitted for exchange must generally be unworn, unwashed, and in their original condition, with tags attached.
Exchanges may be considered for the following reasons:
• Size exchange: Replacement with the same item in a different size, subject to stock availability.
• Manufacturing defects: Defects verified and confirmed through Waw Collection’s inspection process.
• Damage or quality concerns: Issues affecting the item’s condition or quality, subject to assessment and approval.
Size exchanges are generally restricted to the same product and depend on available stock.
For approved quality-related claims, Waw Collection may offer a replacement with a different item where appropriate. This is subject to stock availability and individual case assessment.
1.4 Change of Mind Policy
For requests arising from a change of mind rather than a product defect, Waw Collection offers exchange only. Refunds are not available for change of mind cases.
All such requests are subject to verification, product inspection where applicable, and approval.
The following conditions must be met:
• The item must be in its original condition.
• All original tags must remain attached.
• The item must be unworn and unwashed.
• The original purchase receipt must be provided.
• The request must be submitted within seven (7) days from:
• the purchase date for in-store transactions; or
• the date the item is received for online orders.
Important:
• Shipping fees, where applicable, are non-refundable for change of mind requests.
• Waw Collection reserves the right to make the final decision on approval and the appropriate resolution, taking into account the item’s condition and stock availability.
1.5 Exchange Shipping & Customs Fees (International Orders)
International exchange requests are subject to the following conditions:
Waw Collection does not bear responsibility for customs duties, import taxes, or customs clearance charges imposed by the destination country.
If the exchange results from an error by Waw Collection, such as an incorrect item being delivered or a confirmed manufacturing defect:
• Waw Collection will cover the return shipping cost only.
• Any customs duties, taxes, and clearance charges remain the customer’s responsibility.
If the exchange is requested by the customer, including requests for a different size or a change of item:
• The customer is responsible for the return shipping cost and any applicable customs duties, taxes, or clearance charges.
All international exchange shipments must comply with the customs requirements of the destination country. Waw Collection is not responsible for delays arising from customs inspections or clearance procedures.
2. COLOUR & FABRIC INFORMATION
Waw Collection takes pride in the quality of its fabrics. However, certain variations may naturally occur due to the characteristics of textiles and the production process.
• Minor colour differences may arise from lighting conditions, individual screen settings, or variations during the fabric dyeing process.
• Depending on the fabric composition and washing method, materials may become softer or experience slight changes in colour after washing.
• Such variations are generally considered normal textile characteristics and do not automatically indicate a product defect.
The following do not automatically qualify as product defects:
• Minor colour differences caused by lighting conditions or variations in screen display.
• Natural or slight colour softening after washing when the recommended care instructions have been followed.
3. QUALITY CLAIMS POLICY
All quality-related concerns must be reported within seven (7) days from the applicable purchase date for in-store purchases or the date of receipt for online orders.
The following requirements apply to all quality claims:
• Photo or video evidence showing the item’s condition during unboxing and immediately after unboxing must be provided.
• Customers must return the item for inspection if requested by Waw Collection.
• Every claim will be evaluated individually and remains subject to Waw Collection’s inspection and final approval.
Waw Collection reserves the right to request further information or supporting evidence when necessary. Claims may be declined if they fail to meet the stated requirements or if the issue is determined to have resulted from improper handling, washing, or care.
4. EXCHANGE LIMITATIONS
Only one (1) exchange is permitted per original purchase receipt.
Exchanges will not be accepted for:
• Sale or clearance items.
• Items that have been altered or modified.
• Requests submitted after the seven (7)-day eligibility period.
All exchange requests must comply with the eligibility requirements, exchange conditions, and quality assessment procedures outlined in this policy.Waw Collection reserves the right to reject any exchange request that does not satisfy the applicable requirements or inspection criteria.
5. REFUND POLICY
Cash refunds are not available. For approved claims, Waw Collection will offer an exchange or store credit, subject to the circumstances of the case and stock availability.
Eligible claims for consideration include:
• An incorrect item was supplied by Waw Collection.
• A manufacturing defect has been confirmed through Waw Collection’s inspection.
For approved product defects, an exchange will generally be offered as the first resolution, subject to replacement stock availability. If a suitable replacement is unavailable, store credit will be provided.
All returned items must undergo inspection before an exchange or store credit can be approved.
Every claim is subject to verification and assessment by Waw Collection. Waw Collection reserves the right to decline any request that does not comply with this policy or where the issue is determined to have resulted from improper handling, washing, or care.
