Return and Refund Policy

1. Policy Overview

MIRASTONE WHOLESALERS ("Company," "we," "our," or "us") is committed to ensuring your complete satisfaction with your purchase. This Return and Refund Policy ("Policy") governs the return, exchange, and refund procedures for products purchased through our Service.

By making a purchase from us, you acknowledge that you have read, understood, and agree to be bound by this Policy. This Policy is incorporated into and forms part of our Terms and Conditions.

2. Return Eligibility and Timeframe

2.1 Return Period

You may return eligible items within thirty (30) calendar days from the date of delivery or the date you received the item, whichever is later. The return period begins on the delivery date as confirmed by the shipping carrier or the date you acknowledge receipt of the item.

2.2 Eligibility Requirements

To be eligible for a return, the following conditions must be met:

• The item must be in its original, unused, and unopened condition
• The item must be in its original packaging with all original tags, labels, certificates, and documentation intact
• The item must not show any signs of wear, damage, or alteration
• You must provide proof of purchase, including the original order number, receipt, or invoice
• The return must be initiated within the specified return period
• You must have obtained a Return Authorization (RA) number from us before shipping the item

3. Return Authorization Process

All returns must be authorized by us before shipment. To initiate a return, you must follow these steps:

3.1 Requesting Return Authorization

1. Contact our customer service team via email at mirastone8888@gmail.com or by phone at 0178907633
2. Provide your order number, the item(s) you wish to return, and the reason for the return
3. Our customer service team will review your request and provide you with a Return Authorization (RA) number if approved
4. You will receive detailed return instructions, including the return shipping address and any special handling requirements

3.2 Return Authorization Validity

Return Authorization numbers are valid for fourteen (14) days from the date of issuance. Items returned without a valid RA number or after the RA number has expired may be refused or delayed in processing.

4. Return Shipping and Packaging

4.1 Packaging Requirements

When returning an item, you must:

• Use the original packaging whenever possible, or use packaging of equivalent quality
• Securely package the item to prevent damage during transit
• Include all original accessories, documentation, certificates, and promotional items that came with the product
• Include a copy of the Return Authorization form or clearly write the RA number on the outside of the package
• Include a copy of your original invoice or order confirmation

4.2 Return Shipping Costs

Unless otherwise specified, return shipping costs are the responsibility of the customer, except in the following circumstances:

• The item received was defective, damaged, or incorrect
• The return is due to our error (e.g., wrong item shipped, item not as described)
• We have explicitly agreed to cover return shipping costs in writing

We recommend using a trackable shipping method and retaining proof of shipment. We are not responsible for items lost or damaged during return shipping until they are received and inspected by us.

5. Refund Processing

5.1 Refund Timeline

Once we receive and inspect your returned item, we will process your refund within five (5) to ten (10) business days. The actual time for the refund to appear in your account depends on your payment method and financial institution:

• Credit/Debit Cards: 5-10 business days after processing
• Bank Transfers: 5-10 business days after processing
• Digital Wallets: 3-5 business days after processing

5.2 Refund Method

Refunds will be issued to the original payment method used for the purchase. If the original payment method is no longer available, we will contact you to arrange an alternative refund method.

5.3 Refund Amount

The refund amount will include:

• The purchase price of the returned item(s)
• Original shipping costs (only if the return is due to our error or a defective item)

The refund amount will NOT include:

• Return shipping costs (unless we have agreed to cover them)
• Any restocking fees, if applicable
• Original shipping costs (unless the return is due to our error)

5.4 Partial Refunds

If only part of an order is returned, you will receive a partial refund for the returned items only. Shipping costs will be calculated proportionally.

6. Exchanges

6.1 Exchange Policy

We currently do not offer direct exchanges. If you wish to exchange an item, you must return the original item following our return procedure and place a new order for the desired item. The return will be processed as a refund, and you will be charged for the new order.

6.2 Size and Color Exchanges

For size or color exchanges, please contact our customer service team. We will assist you in processing the return and placing a new order, and we may expedite the shipping of the replacement item at our discretion.

7. Damaged, Defective, or Incorrect Items

7.1 Defective or Damaged Items

If you receive a defective or damaged item, please contact us immediately within seven (7) days of delivery. We will arrange for a replacement or full refund, including all shipping costs, at no additional charge to you.

You may be required to provide photographs or other evidence of the defect or damage. We reserve the right to inspect the item before processing a replacement or refund.

7.2 Incorrect Items

If you receive an item that differs from what you ordered, please contact us immediately. We will arrange for the correct item to be shipped to you at no additional cost, and we will cover the return shipping for the incorrect item.

7.3 Missing Items

If your order is missing items, please contact us within seven (7) days of delivery. We will investigate and either ship the missing items or provide a full refund for the missing items.

8. Non-Returnable Items

The following items are not eligible for return or refund:

• Items that have been used, worn, or damaged by the customer
• Items that are not in their original condition or packaging
• Items returned after the 30-day return period
• Items without proof of purchase
• Items that have been altered, customized, or personalized
• Items purchased during clearance sales or marked as "Final Sale" or "Non-Returnable"
• Gift cards, vouchers, or store credits
• Digital products or downloadable content
• Items that have been exposed to extreme conditions or improper storage
• Items that pose a health or safety risk if returned

We reserve the right to refuse returns that do not meet our return eligibility requirements or that violate the terms of this Policy.

9. Restocking Fees

Generally, we do not charge restocking fees. However, we reserve the right to charge a restocking fee of up to 20% of the item's purchase price in the following circumstances:

• The item is returned in a condition that requires significant cleaning or restoration
• The original packaging is missing or damaged
• The item shows signs of use or wear beyond normal inspection
• Accessories or documentation are missing

Any applicable restocking fee will be deducted from your refund amount, and you will be notified of such deduction before processing.

10. International Returns

For international orders, return shipping costs are the responsibility of the customer. Customers are responsible for any customs duties, taxes, or fees associated with the return shipment. We recommend using a trackable international shipping service and declaring the package as a "returned item" to avoid additional customs charges.

Refunds for international orders will be processed in the original currency and payment method, subject to exchange rate fluctuations and any fees charged by financial institutions.

11. Gift Returns

Items purchased as gifts may be returned within the standard return period. The refund will be issued as store credit or to the original purchaser's payment method, depending on the circumstances. Gift recipients should contact us with the order number to initiate a return.

12. Cancellation of Orders

You may cancel an order before it has been shipped. Once an order has been shipped, it cannot be cancelled, but you may return it following our standard return procedure. To cancel an order, please contact us immediately with your order number.

If you cancel an order before shipment, you will receive a full refund within 5-10 business days. If the order has already been processed for shipment, cancellation may not be possible, and you will need to return the item upon receipt.

13. Disputes and Resolution

If you are dissatisfied with our resolution of a return or refund request, please contact our customer service team for further assistance. We are committed to resolving all disputes fairly and promptly.

If we are unable to resolve a dispute to your satisfaction, you may have rights under applicable consumer protection laws. We encourage you to contact your local consumer protection agency for guidance.

14. Policy Modifications

We reserve the right to modify this Policy at any time. Material changes will be posted on our Service with an updated "Last updated" date. Your continued use of our Service after such modifications constitutes your acceptance of the updated Policy.

The Policy in effect at the time of your purchase will govern your return and refund rights for that purchase.

15. Contact Information

For questions, concerns, or to initiate a return, please contact us:

MIRASTONE WHOLESALERS
G-25, SURIA COURT JALAN LAKSAMANA
BANDAR MAHKOTA CHERAS, 43200 CHERAS
SELANGOR, MALAYSIA

Email: mirastone8888@gmail.com
Phone: 0178907633

For return inquiries, please include "Return Request" and your order number in the subject line of your email.