Welcome to Scapé. We value your trust and strive to provide high-quality fragrance and lifestyle products inspired by Southeast Asian memories and impressions. This Return & Refund Policy explains the terms and conditions governing returns, exchanges, refunds, damaged items, and related matters for purchases made through our website.

By placing an order with Scapé, you acknowledge and agree to this Return & Refund Policy.

1. General Policy

At Scapé, customer satisfaction is important to us. Due to the nature of fragrance, cosmetic, and personal care products, certain items may not be eligible for return once opened or used.

We accept returns and refunds only under the conditions outlined in this policy.

2. Eligibility for Returns

You may request a return if:

• The item received is defective;
• The item received is damaged during shipping;
• The wrong item was delivered;
• The item is incomplete or missing components;
• The item arrives in a condition unsuitable for normal use.

To qualify for a return:

• The request must be submitted within seven (7) days from the date of delivery;
• The product must be unused, unopened, and in its original packaging;
• All original seals, labels, boxes, accessories, inserts, and complimentary items must be included;
• Proof of purchase must be provided.

Scapé reserves the right to reject any return request that does not comply with the conditions stated above.

3. Non-Returnable & Non-Refundable Items

For hygiene, safety, and product integrity reasons, the following items are generally non-returnable and non-refundable:

• Opened perfume or fragrance products;
• Used products;
• Tester items, samples, discovery sets, or promotional items;
• Gift cards or digital products;
• Clearance, discounted, or final sale items;
• Products damaged due to misuse, mishandling, improper storage, or normal wear and tear;
• Products returned without original packaging.

Please review your order carefully before completing your purchase.

4. Change of Mind

We currently do not accept returns, exchanges, or refunds for:

• Change of mind;
• Personal scent preference;
• Allergic reactions caused by undisclosed sensitivities;
• Incorrect orders placed by customers;
• Minor packaging imperfections that do not affect product quality.

As fragrance perception varies from person to person, scent preference is subjective and does not qualify as a product defect.

5. Damaged, Defective, or Incorrect Orders

If you receive a damaged, defective, or incorrect item, please contact us within forty-eight (48) hours of receiving your parcel.

Your request must include:

• Order number;
• Full name;
• Clear photographs or videos of:
  • The product received;
  • The packaging;
  • The shipping label;
  • The issue or damage identified.

Scapé may require additional information for verification purposes before approving any refund or replacement.

If your claim is approved, Scapé may, at its sole discretion:

• Replace the item;
• Provide store credit;
• Issue a partial refund;
• Issue a full refund.

6. Return Procedure

To initiate a return request, please contact us through:

Email: [Insert Email Address]
Website: [Insert Website URL]
Contact Number: [Insert Contact Number]

Once your request is reviewed and approved, return instructions will be provided.

Customers must not return products without prior approval from Scapé.

Unauthorized returns may be rejected and returned to sender.

7. Return Shipping

If the return is due to:

7.1 Scapé Error

Including:

• Wrong item shipped;
• Defective product;
• Shipping damage;
• Missing item.

Scapé will bear reasonable return shipping costs.

7.2 Customer-Initiated Return

If approved under exceptional circumstances, the customer shall bear all return shipping fees, duties, taxes, and associated costs.

Scapé is not responsible for:

• Lost return parcels;
• Delayed shipments;
• Untracked returns.

We strongly recommend using a trackable shipping service.

8. Inspection & Approval

All returned items are subject to inspection upon arrival.

Scapé reserves the right to:

• Refuse returns that do not meet our policy requirements;
• Determine whether the product has been used, altered, or tampered with;
• Decline refunds if damage is determined to be caused after delivery.

The final decision regarding all returns, refunds, and exchanges shall rest solely with Scapé.

9. Refunds

If your refund request is approved:

• Refunds will be processed using the original payment method where possible;
• Processing times may vary depending on the payment provider or financial institution;
• Shipping fees are generally non-refundable unless the return is caused by Scapé’s error.

Estimated processing time:

• Refund approval: within seven (7) business days after inspection;
• Bank or payment processing: additional time may apply.

Scapé shall not be responsible for delays caused by third-party payment gateways, financial institutions, or courier services.

10. Exchanges

Exchanges may be offered only for:

• Defective items;
• Damaged items;
• Incorrect products shipped.

Exchange requests are subject to stock availability.

If the requested replacement is unavailable, Scapé may provide:

• Store credit;
• Alternative replacement;
• Refund.

11. Order Cancellation

Orders may only be cancelled before shipment confirmation.

Once an order has been processed or shipped, cancellation requests may not be accepted.

Scapé reserves the right to cancel any order due to:

• Suspected fraud;
• Pricing errors;
• Product unavailability;
• Incomplete payment;
• Violation of our Terms & Conditions.

In such cases, customers will be notified and refunded where applicable.

12. Refused Deliveries & Failed Delivery Attempts

If a parcel is:

• Refused by the recipient;
• Returned due to incorrect address;
• Unclaimed after delivery attempts.

Scapé may deduct:

• Shipping charges;
• Return handling fees;
• Administrative costs.

before processing any eligible refund.

Customers are responsible for providing accurate shipping information.

13. Product Variations

Please note that:

• Product images may differ slightly due to lighting, screen settings, or photography;
• Handmade or naturally derived ingredients may exhibit minor variations in colour or scent;
• Packaging updates may occur without prior notice.

Such variations shall not be considered defects.

14. Limitation of Liability

To the maximum extent permitted under applicable law, Scapé shall not be liable for:

• Indirect or consequential losses;
• Loss of profits or opportunities;
• Allergic reactions or sensitivities;
• Delays caused by courier or third-party service providers;
• Damage resulting from misuse, improper storage, or unauthorized modification of products.

Customers are advised to review ingredient information and perform sensitivity checks where appropriate.

15. Consumer Rights

Nothing in this policy shall exclude or limit any rights granted to consumers under applicable consumer protection laws in Malaysia.

If any provision of this policy is found unenforceable under applicable law, the remaining provisions shall continue in full force and effect.

16. Amendments to This Policy

Scapé reserves the right to update, modify, or revise this Return & Refund Policy at any time without prior notice.

Changes shall take effect immediately upon publication on the website.

Customers are encouraged to review this policy periodically.

17. Contact Information

For all return, refund, or exchange inquiries, please contact:

Scapé

Email: scape.malaysia@gmail.com
Website: www.scapemalaysia.com
Phone: +6011-5504 3199

18. Acknowledgement

By purchasing from Scapé, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.