RETURN POLICY
As part of our commitment to reducing our environmental impact, our return instructions are paper free. This benefits our customers, our people and our planet.
We recommend you to return your items using the packaging your order arrived in. Make sure any designer boxes or cases that came with your order are also protected within your returns packaging. If you return your item without protecting the designer boxes or cases that came with your order, you may not receive your refund.
Please email your request to support@acmedelavie.com.my for processing. Kindly allow us two (2) to three (3) working days to respond as we would need time to process and reply all requests.
Kindly note that Sale and Discounted items are NOT eligible for returns/refunds.
In-Store Return
- For in-store returns, please bring the item along with the original receipt to ADLV Malaysia at G-229B, Ground Floor, IOI City Mall, 2, Lbh IRC, Ioi Resort, 62502 Putrajaya, Selangor where our staff will assist you in processing the return.
- Incorrect sizing and/or faulty product(s) can be returned within seven (7) days of receiving your product except for face mask, hosiery, swimwear, undergarments, and jewellery due to health and safety purposes.
- Please ensure that the product is sent back to us in the same condition as it was when received by you. Items must be unused, product tags shall not be tampered with, and the product shall be returned in the original accompanying packaging including authenticity tags and/or dust bags. Returns that do not meet the policy criteria will not be accepted.
- For product/size exchanges, products must first be received for processing and requests will be completed, based on product availability.
- If the requested exchange of colour and/or size is not available, we will refund you via ONLINE store credit which you may utilise for your next purchase ONLINE ONLY within 3 months.
- We may at our discretion offer either an immediate replacement or a full refund via store credit which you may utilise in your next visit subject to the terms and conditions.
- We reserve the rights to not honour any refund/return requests of non-faulty products in instances where there may be evidence of usage and/or tempering.
- All costs of shipping and taxes incurred related to returns are the responsibility of the customer and not the seller.
- Each item is limited to a one-time exchange request only.
- In the rare occurrence where the Product you receive is damaged, has defects and/or is faulty, please do not hesitate to contact our team at support@acmedelavie.com.my and provide your Order / Receipt Number for our reference within seven (7) days of receipt.
- We offer a flexible returns policy; however, do note the number of returns made by a customer is monitored and continued returns in breach of our terms and conditions will be flagged and may at our discretion lead to the closure of your account or future orders being cancelled.
Defective Products
In the event that you receive a defective product or receive a product different from what was ordered, please email support@acmedelavie.com.my within seven (7) days of your product’s arrival.
We WILL NOT accept exchanges or returns on defective products in the following cases:
- If the customer contacted ADLV Malaysia more than seven (7) days after receiving the product
- The item appears to have been used, has a strong odour, has been worn, repaired, washed, cleaned or exchanged with another product not found on our store/website
- If the product is scratched, torn or significantly different from when it was originally shipped
- The original product tags are separated or lost
Regarding Refunds
Refunds will be made within three (3) to five (5) working days. You will be refunded via ONLINE store credit which you may utilise for your next purchase ONLINE within 3 months.