Exchange Policy

At SHOP SPHERE SDN BHD 202501002778 (1604191-H), your satisfaction is important to us. While we strive to deliver every order in perfect condition, we understand that issues can sometimes occur. Please review our exchange policy below.

Eligibility for Exchange

We only accept exchanges for the following situations:

  • You received the wrong item

  • The item was damaged or defective upon arrival

  • The product was expired or not safe for consumption upon delivery

We do not accept exchanges for reasons such as change of mind, personal taste preferences, or if the product has been opened or consumed.

Conditions

To be eligible for an exchange:

  • You must notify us within 48 hours of receiving the item.

  • The item must be unused, unopened, and in its original packaging.

  • Proof of purchase (order number, receipt) and photos of the item must be provided when making your request.

How to Request an Exchange

To request an exchange, please contact our customer service team via [your email] or [your phone/WhatsApp number], and provide the following details:

  • Your full name

  • Order number

  • Item name

  • Reason for exchange

  • Clear photo(s) of the item

Our team will respond within 1–2 working days to assist you with the next steps.

Shipping Costs for Exchange

If the exchange is due to our mistake (wrong, damaged, or defective item), we will cover the return and replacement shipping costs. If the issue is not due to our error, the buyer will be responsible for the return shipping fees.

Processing Time

Once we receive the returned item and verify its condition, we will process the exchange within 3–5 working days. A replacement item will then be shipped to you.

Non-Exchangeable Items

Please note that the following are non-exchangeable:

  • Items that have been opened, consumed, or tampered with

  • Items returned without prior notice or approval

  • Promotional or clearance items marked as non-returnable

Contact Us

If you have questions about your exchange request or need help with a specific issue, don’t hesitate to contact us at shopsphere191@outlook.com/011-1280 5706.