RETURN, EXCHANGE & REFUND POLICY
Effective date: 13 October 2026
This policy applies to purchases made through sembonia.com. “Malaysia orders” means orders delivered within Malaysia, and “international orders” means orders delivered outside Malaysia.
Purchases made through other platforms are subject to the respective platform’s return, exchange and refund policies. For boutique purchases, please contact the boutique or SEMBONIA Customer Service for assistance.
Our voluntary return and exchange arrangements are additional to your statutory rights. Nothing in this policy limits rights or remedies that cannot lawfully be excluded, including those relating to defective, damaged, incorrect or misdescribed goods.
For Malaysia buyers
Eligible return or exchange requests must be submitted within 14 calendar days after delivery.
- Size exchanges: Eligible items may be exchanged directly for another size, subject to availability.
- Change-of-mind returns: Eligible items may be returned for a refund in the form of a SEMBONIA gift card. The buyer bears the return delivery fee.
- Discounted or promotional items: These are not eligible for voluntary returns or exchanges unless confirmed to have a manufacturing defect.
- Approved voluntary refunds: These are issued as SEMBONIA gift cards redeemable at sembonia.com.
Items returned for a size exchange or change of mind must be unworn, unwashed, unsoiled and unaltered, with original packaging, price tags and labels attached.
These condition requirements and exclusions do not automatically prevent a valid claim concerning defective, damaged, incorrect or misdescribed goods.
Malaysian commercial warranty arrangements are described in our Purchasing Terms.
For international buyers
Under our voluntary policy, requests for size exchanges or manufacturing defects must be submitted within 14 working days after delivery.
Size exchanges are subject to availability. Items must be unworn, unwashed, unsoiled and unaltered, with original packaging, price tags and labels attached.
We do not offer voluntary change-of-mind returns for international orders. Sale, clearance and personalised products are excluded from voluntary exchanges, without affecting applicable rights concerning product defects or other failures to meet legal requirements.
Approved manufacturing-defect refunds are generally issued as SEMBONIA gift cards redeemable at sembonia.com. Where applicable law requires a different remedy, we will provide that remedy.
International online returns must be sent to SEMBONIA’s designated return centre following our instructions. They are not accepted at retail boutiques.
SEMBONIA does not offer a voluntary commercial warranty or ongoing repair programme for international orders. This does not affect your applicable statutory rights.
Damaged, defective, incorrect or missing items
Please contact Customer Service promptly at ecustomerservice@sembonia.com with:
- Your name and order number.
- Details of the affected item.
- A description of the problem.
- Photographs of the item and packaging, where possible.
Keep the item and packaging while we assess the issue. Avoid further use if it could worsen the problem.
We will assess the circumstances and explain the appropriate remedy. The voluntary request periods, sale exclusions and original-condition requirements above do not override statutory rights or automatically exclude defects discovered through normal use.
How to request a return or exchange
- Email ecustomerservice@sembonia.com within the applicable request period, providing your order details and reason for the return or exchange.
- Our team will assess your request and provide return instructions and a Return Authorisation Reference Number where applicable.
- Please wait for our return confirmation before sending your item.
- Dispatch an approved voluntary return within 14 calendar days after receiving authorisation.
- Include your order number or proof of purchase and a copy of the return confirmation.
- Email us your tracking number once the parcel has been dispatched.
The initial request deadline is the deadline to contact us, rather than the deadline for the parcel to arrive at our return centre.
Return authorisation helps us identify and process your parcel. It does not remove rights available under applicable law.
Return address
SEMBONIA E-Commerce Customer Service
SB Boutique Sdn. Bhd.
No. 62, Jalan Kilang Midah, Taman Midah,
56000 Cheras, Kuala Lumpur, Malaysia.
Telephone/WhatsApp: +6018 2828 397
Please pack returned items securely and retain your proof of postage and tracking details.
For international returns, follow the customs instructions provided by Customer Service and describe the goods and their value accurately.
Return, replacement and exchange delivery fees
For Malaysia buyers: Customers bear return delivery fees for voluntary returns, including change-of-mind returns. Customers also bear the delivery costs of voluntary replacements and exchanges, including sending the item back and delivering the replacement.
For international buyers: Customers bear postage for voluntary exchanges. Please contact Customer Service for details of replacement delivery charges, any applicable customs-related costs, and payment arrangements before proceeding.
Costs relating to confirmed defects, incorrect items or other SEMBONIA errors will be handled in accordance with applicable legal requirements.
Inspection and processing
We will inspect your returned item and notify you of the outcome within 7 working days after receiving it.
If a voluntary return does not meet the stated conditions, we will explain the reason and discuss arrangements for returning the item to you, including any applicable delivery charges.
Approved refunds or gift-card credits may take up to 14 working days after your return has been verified, subject to any shorter period required by law. Where a monetary refund is issued, your payment provider may take additional time to display it in your account.
For this policy, working days are Monday to Friday, excluding Malaysian public holidays.
Gift-card credits
Approved voluntary refunds are issued as SEMBONIA gift cards redeemable at sembonia.com.
The credit is based on the amount paid for the returned merchandise, as shown on your invoice, taking account of any discounts applied.
A gift-card credit is store credit and is not a refund to your original payment method. Please contact Customer Service for assistance with gift-card redemption and any applicable terms.
Where applicable law requires a monetary refund or another remedy, the gift-card arrangement does not replace that entitlement.
Monetary refunds
Where a monetary refund is due, we normally refund the original payment method in the original transaction currency. If this is not possible, we will agree an appropriate alternative.
Your bank’s or payment provider’s conversion rate and fees may affect the amount shown in your account currency.
Original delivery, duties, taxes and clearance charges
Applicable original delivery charges, import duties, taxes and customs clearance fees are included in the total payable at checkout.
Collection of these charges at checkout is separate from their treatment when an item is returned. Please contact Customer Service for a breakdown of how these charges will be handled for your return before sending the item back.
Any refund calculation will account for the reason for the return, charges incurred or no longer payable, and applicable legal requirements. We will explain any deductions.
Unavailable replacement items
If an approved replacement size or item is unavailable, we will offer a SEMBONIA gift card equal to the amount paid for the affected merchandise.
Where applicable law entitles you to a different remedy, that entitlement remains unaffected.
Contact us
For return, exchange or refund assistance, please contact:
Email: ecustomerservice@sembonia.com
Telephone/WhatsApp: +6018 2828 397
Customer Service hours: Monday–Friday, 9:00am–6:00pm, Malaysia time (UTC+8).