RETURN POLICY Hoor Returns Policy. Yes you can, within 7 days of receiving an item ordered from the HOOR online store (www.hoor.my) or any of our physical stores for exchange sizes (subject to stock availability) & defect found on the item only. If you opt to return via post, tracking number or item must reach our team within 7 days. Any late submission of items or tracking number will not be entertained. YOU MAY RETURN FOR EXCHANGE : All item(s) must be returned to us undamaged, unsoiled, unwashed, unaltered, and unworn. All item(s) must be returned in the original selling condition and include the original product packaging, price tags, and labels. Items that are damaged, marked or found to have manufacturing error is acceptable for return and exchange. New item in good condition or other item with same purchased value will be returned to the customer. Item(s) purchased does not fit or look good on customer. Maximum ONE return & exchange process for ONE Order ID/Receipt. RAYA COLLECTIONS: Return & exchange is only applicable for designs within the RAYA collection. In the case where the item is Out of Stock or defective, customer will be entitled for a full refund. Maximum one-time Return & Exchange per Order ID/receipt is allowed. YOU MAY NOT RETURN FOR EXCHANGE : Accessories such as scrunchies, belt, twilly, and such are not returnable. Inners such as the under series, under scarves, handy and such are not returnable unless a manufacturing defect or parcel processing error. Wrong washing, storing, or ironing methods that may cause product damage will not be entertained. Pre-order item(s). Sale items and purchases made with discount coupon are not returnable, exchangeable & refundable. Damaged, soiled, washed, altered, and worn item(s) are not returnable by any chance. Due to lighting effects, monitor’s brightness, contrast setting, etc., there could be some slight differences in the color tone of the pictures and the actual item. Please note that any order purchased from Personal Shopper or preloved item is not under Hoor's responsibility. 2. Hoor delivery charge. ONLINE: (www.hoor.my) Please note that courier charges for your return package will NOT be covered by Hoor Please obtain a delivery receipt from courier company of your choice or record your tracking number to trace your return package if it reaches our warehouse. Hoor will not be liable for any loss or damage of your return package and/or product (s) handled by courier company of your choice. Please note that in person returns to our warehouse are NOT accepted. BOUTIQUE: Shipping costs are borne by the customer and we are not liable until item reaches our boutique. 3. Cancellation by Customer: Non-Faulty Product ONLINE: (www.hoor.my) If you wish to cancel your order please contact our CRM Team. No cancellation fees shall be applicable. Once order has been placed, it can't be cancelled. It will be immediately processed by our third party warehouse hence, changes are not possible. Once the order has been made dispatched, it may not be cancelled and the item must be returned to the company according to the guidelines provided by CRM Team. BOUTIQUE: If you wish to cancel your order please contact our Boutique staff. No cancellation fees shall be applicable. Once the order has been made dispatched it may not be cancelled and the item must be returned to the company according to the guidelines provided by our boutique staff. 4. Cancellation by Customer: Faulty Product ONLINE: (www.hoor.my) All product descriptions, information and materials posted in the website are provided 'as is' and without warranties express, implied or otherwise howsoever arising. Product image as seen on the website may slightly differ from the actual product that you receive. Due to lighting effects, monitor’s brightness, contrast setting, etc., there could be some slight differences in the colour tone of the pictures and the actual item. If the item you received is faulty, please contact our CRM Team. Upon receiving the product, we will examine it and we will advise you on the status of the replacement or refund (if any) via email as soon as possible. In the event the product returned is not faulty, we may at our discretion decide not to repair, replace or refund you for the product and/or we may require you to pay all reasonable delivery costs and servicing costs at our current standard fees. BOUTIQUE: All product descriptions, information and materials posted in the website are provided 'as is' and without warranties express, implied or otherwise howsoever arising. Due to lighting effects, monitor’s brightness, contrast setting, etc., there could be some slight differences in the colour tone of the pictures and the actual item. If the item you receive is faulty, please contact our Boutique staff. Upon receiving the product, we will examine it and we will advise you on the status of the replacement or refund (if any) via email as soon as possible. In the event the product returned is not faulty, we may at our discretion decide not to repair, replace or refund you for the product and/or we may require you to pay all reasonable delivery costs and servicing costs at our current standard fees. 5. Defective / Faulty Items This is mightily embarrassing and we will have them all covered. We are very sorry and will make it up to you in any possible ways! Please drop us an email with the following details: Order ID (#XXXXXX) The matter of the issue (defective/faulty) Pictures or videos, whichever applicable Opt for Full Refund / Exchange with same value item (s). Please provide your banking details to ease the refund processes. 6. Refund Customer will be entitled for a full refund in the event of: The customer received a parcel with a missing item(s), faulty item(s). Item (s) ordered is out of stock. Item (s) requested to be exchanged is Out of Stock. Please note that the refund process will take a maximum of 14 working days. 7. Product Guarantee We heard you and always prioritised our customers. All regular price items are now provided with a unique product guarantee. Product(s) is promised to be delivered on time from the processing date (max 10 working days). However, this treatment is not applicable during peak season and big sale campaign. Product(s) is promised guarantee to be in the perfect condition as advertised. We are very concern about every cent spent. If you experienced delay in delivery, please contact our CRM Team and you can opt for apology store credit for your next purchase. CONTACT OUR CRM TEAM Email: hooriemodestwear@gmail.com Working hours: Monday to Sunday: 10am to 8pm