At hishop.my, we are committed to ensuring that all products reach you in perfect condition. Due to the nature of our products (skincare and cosmetics), we maintain strict hygiene and quality control standards.
1. Eligibility for Returns
We only accept returns under the following condition:
- The product is damaged upon arrival, and
- You are able to provide clear video proof of the unboxing process.
Important:
The video must:
- Be recorded from the moment the parcel is first opened
- Clearly show the sealed package, opening process, and the damaged product
Without valid video proof, we will not be able to process any return or refund requests.
2. Non-Returnable Items
For hygiene and safety reasons, we strictly do not accept returns or exchanges for:
- Opened or used products
- Products without original packaging
- Products that have been tampered with after delivery
All skincare and cosmetic items are considered non-returnable once opened, regardless of condition.
3. Reporting Issues
All return or damage claims must be:
- Reported within 48 hours of receiving your order
- Communicated exclusively via WhatsApp
Please contact us on WhatsApp with:
- Your order number
- The unboxing video proof
- Clear photos (if applicable)
Our team will review your case and respond within 1–3 working days.
4. Resolution
If your claim is approved, we will offer one of the following:
- A replacement product, or
- A refund/store credit (depending on product availability)
5. Important Notes
- We reserve the right to reject any return request that does not meet the above conditions
- Shipping fees (if any) are non-refundable, unless the error is on our side
- hishop.my’s decision on all return cases will be final
