Refund and Returns Policy

At Shop Sorient, we strive to ensure that every order arrives in excellent condition. If you are not completely satisfied with your purchase, please review our refund and return policy below.

Return Eligibility

You may request a return within 14 days from the date you receive your order.

To be eligible for a return, the item must:

  • Be unused and unread.
  • Be in its original condition.
  • Include all original packaging, inserts, and accessories (if any).
  • Be accompanied by proof of purchase or order confirmation.

We reserve the right to reject returns that do not meet these requirements.

Non-Returnable Items

The following items are not eligible for return or refund unless they are defective or incorrectly supplied:

  • eBooks and digital downloads.
  • Gift cards or store credits.
  • Books marked as clearance, final sale, or non-returnable.
  • Items damaged due to misuse, negligence, or improper handling after delivery.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of receiving your order.

Please provide:

  • Your order number.
  • A description of the issue.
  • Clear photographs showing the damage or error.

Upon verification, we will arrange for a replacement, exchange, or refund at no additional cost to you.

Change of Mind Returns

If you wish to return an item because you changed your mind, the item must meet the return eligibility requirements stated above.

For change-of-mind returns:

  • The customer is responsible for all return shipping costs.
  • Original shipping charges are non-refundable.
  • The item must reach us in resaleable condition.

Refund Process

Once we receive and inspect the returned item, we will notify you of the outcome of your refund request.

If approved, refunds will be processed using the original payment method used during checkout.

Please allow approximately 7 to 14 business days for the refund to be reflected in your account, depending on your payment provider and financial institution.

Exchanges

We only offer exchanges for items that are defective, damaged, or incorrectly supplied.

If the requested replacement title is unavailable, we may offer:

  • A full refund.
  • A store credit.
  • An alternative replacement agreed upon by both parties.

Return Shipping

For returns due to damaged, defective, or incorrect items supplied by Shop Sorient, we will bear the reasonable return shipping costs.

For all other approved returns, customers are responsible for return shipping expenses.

We recommend using a trackable shipping service, as we cannot guarantee receipt of returned parcels that are lost in transit.

Order Cancellations

Orders may be cancelled before shipment. Once an order has been packed or dispatched, it can no longer be cancelled and will be subject to the return process outlined above.

Consumer Rights

Nothing in this policy limits your rights under applicable Malaysian consumer protection laws, including the Consumer Protection Act 1999 and any related regulations.

Contact Us

If you have any questions regarding returns, exchanges, or refunds, please contact us:

Email: [email protected]
Website: https://shop.sorient.my