Return Policy

At SAFA ESSENCE, your satisfaction is important to us. We take pride in the quality and craftsmanship of our products. However, if you are not completely satisfied with your purchase, please refer to our return and exchange guidelines below.

1. Eligibility for Returns & Exchanges

We accept returns or exchanges under the following conditions:

  • The item is unused, unwashed, and in original condition (with tags, packaging, and hygiene seal, if any).
  • The request is made within 7 days of receiving the item.
  • The item is not a sale, discounted, or promotional item (all clearance or “as-is” items are final sale).

2. Non-Returnable Items

Due to hygiene and religious considerations, the following items are non-returnable unless defective:

  • Worn telekung
  • Khimar, abayas, or innerwear that have been tried on or used
  • Prayer mats that show signs of use

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

3. How to Request a Return or Exchange

To initiate a return or exchange:

  1. Email us at: safa.essence@outlook.com
  2. Include the following:
    • Your order number
    • The item(s) you wish to return
    • Reason for return (and photo evidence if item is defective or incorrect)

Once we review your request, we will provide instructions for return.

4. Return Shipping Costs

  • Return shipping costs are to be borne by the customer, unless:
    • The item received was defective or incorrect
    • You were sent a different size or color than what was ordered

We recommend using a trackable shipping service for your return to ensure it reaches us safely.

5. Refunds

  • Once we receive and inspect your returned item, we will notify you via email.
  • If approved, a refund will be issued via store credit or your original payment method (whichever applicable).
  • Refunds are typically processed within 7–14 business days after receiving the item.

6. Exchanges

  • Exchanges are subject to availability.
  • If the item requested is unavailable, we will offer a refund or store credit instead.

7. Damaged or Defective Items

We sincerely apologise for any inconvenience caused by defective or damaged items. If this happens:

  • Contact us within 48 hours of receiving the item
  • Provide photo proof and order details
  • We will cover the return shipping and send a replacement or issue a refund/store credit

8. Contact Us

For any return, refund, or exchange enquiries, please contact:

📩 Email: safa.essence@outlook.com
📞 Phone/WhatsApp: +6017 545 6450
📍 Address: Lot 2F-33-35B, Level 2, IOI Mall Damansara, 47810 Petaling Jaya, Selangor