Can I exchange or return a product?Updated 17 days ago
Quality and satisfaction are paramount to all of us here at Ana Tomy.
Please bear in mind that we customise each item specifically to your order, so we would be very grateful if you can reconfirm all details before checkout!
Exchange of Items Due to Personal Preferences
Customised items with name stamping or embroidery are non-exchangeable. For all other items, you’re welcome to exchange them for a different colour or option within the same product category. We recommend visiting our store at The Zhongshan Building to make the exchange in person for a smoother process.
Ana Tomy @ The Zhongshan Building
- 82G, Jalan Rotan, Jalan Kampung Attap,
50460 Kuala Lumpur, Malaysia. - Opens: Tue—Sun, 11am—6pm
- Directions: Google Maps
Exchanges or Returns due to damaged, defective, or incorrectly sent Items
Understandably, customised and personalised items are crafted uniquely for you, and cannot be returned unless it’s a manufacturing defect.
Should an item be damaged while it was shipped to you or if you didn’t receive what you ordered from us, Ana Tomy will provide you with a full refund or exchange.
Return postage will be reimbursed in case of damaged, defective, or incorrectly sent items and a reimbursement will be issued in the original form of payment. In all cases, defective or damaged products must be returned within 14 days of receipt for Ana Tomy to process any refund or exchange.
Let us know your preferred arrangement and if we can further assist you, please email to [email protected] with the following information:
- Your order number
- Photos of all the product(s) received in the shipment together with the packaging box
- A description of the damaged product(s) or the product(s) originally ordered, whichever applicable
Refunds
For the approved returns, and should you opt for refund instead of exchange, we will refund your payment through the original method of transaction within 14 working days. Do note that debit/credit card refunds can take up to 7-10 working days to reflect on your account.
Return address:
Ana Tomy Sdn Bhd
A-3A-27, Kompleks Perindustrian EMHUB,
Seksyen 3, Persiaran Surian, Kota Damansara,
47810 Petaling Jaya, Selangor, Malaysia.