Return, Exchange & Cancellation Policy

This Return, Exchange and Cancellation Policy explains how SLUX.CO handles exchange requests, damaged items, cancellations and refund-related cases.

1. Exchange-Only Policy

SLUX.CO practises an exchange-only policy for change of mind, dissatisfaction, wrong size selection, wrong colour selection or personal preference reasons.

We do not provide cash refunds for change of mind or dissatisfaction after an order has been confirmed and delivered.

Customers may request an exchange, subject to the terms below.

2. Exchange Eligibility

To be eligible for exchange, the item must be:

• Unused
• Unwashed
• Unworn, except for fitting
• In original condition
• With original tag, label and packaging where applicable
• Not damaged, stained, altered or scented
• Returned within the approved exchange period

Exchange approval is subject to product condition and stock availability.

3. Exchange Request Period

Customers must contact us within 7 days after receiving the item to request an exchange.

Requests made after 7 days may not be accepted.

4. Exchange for Dissatisfaction or Wrong Size

If you are not satisfied with the item or selected the wrong size, you may request an exchange only.

Exchange is subject to available stock. If the requested replacement item is unavailable, we may offer another suitable product option or store credit where appropriate.

For exchange due to change of mind, size preference or personal preference, return shipping and re-delivery shipping costs are borne by the customer.

5. Damaged, Defective or Wrong Item Received

If you receive a damaged, defective or wrong item, please contact us as soon as possible.

Please provide:

• Order number
• Clear photos or videos of the item
• Clear photos or videos of the parcel packaging
• Courier label or airway bill
• Description of the issue

After verification, SLUX.CO may arrange an exchange for the same item, replacement item, or other suitable resolution.

For verified damaged, defective or wrong item cases, return shipping arrangement will be advised by SLUX.CO.

6. Non-Exchangeable Items

The following items are not eligible for exchange unless they are damaged, defective or wrongly sent:

• Items that have been worn, washed or used
• Items without original tag or packaging
• Items with perfume, body odour, stains, damage or alteration
• Clearance, final sale or promotional items marked as non-exchangeable
• Items damaged due to customer handling, washing or misuse

7. Refund Policy

SLUX.CO does not provide refunds for change of mind, dissatisfaction, wrong size selection, wrong colour selection or personal preference.

Refunds may only be considered in selected cases, including:

• Duplicate payment
• Incorrect payment amount charged
• Product is out of stock and no suitable replacement is available
• Order cannot be fulfilled by SLUX.CO
• Parcel is confirmed lost and cannot be resolved through replacement
• Refund is required under applicable payment channel rules or Malaysian law

Approved refunds, where applicable, will be processed through the original payment method or another method advised by SLUX.CO.

Processing time may depend on the payment gateway, bank, card issuer or e-wallet provider.

8. Cancellation Policy

Customers may request order cancellation before the order is packed or shipped.

Once the order has been packed, dispatched or handed over to the courier, cancellation is no longer allowed.

If cancellation is approved before shipment, SLUX.CO may arrange refund, store credit or other suitable resolution depending on the payment status and order condition.

9. How to Request an Exchange or Cancellation

To request an exchange or cancellation, contact us at:

Please include:

• Order number
• Full name
• Phone number
• Reason for request
• Photos or videos, if applicable

10. Review and Response Time

We will review exchange, cancellation or refund-related requests and respond as soon as possible during our customer support hours.

Where payment channel investigation or courier investigation is required, additional time may be needed.

11. Return Address

Return address will be provided after your exchange request is approved.

Please do not send any item back without confirmation from SLUX.CO.

12. Contact Us

For return, exchange or cancellation enquiries, please contact: