Refund & Return Policy

This Refund & Return Policy explains how SIGNAL & SCENE SDN. BHD. ("SIGNAL&SCENE", "we", "us", or "our") handles returns, refunds, replacements, exchanges, partial refunds, store credit, damaged products, defective products, wrong items, missing items, incomplete orders, suspicious parcels, failed delivery, and non-receipt claims.

This Policy applies to products purchased from SIGNAL&SCENE through www.signalscene.net or any other official sales channel operated by SIGNAL&SCENE. By placing an order with SIGNAL&SCENE, you agree to this Policy together with our Terms of Service, Privacy Policy, Shipping Policy, Anti-Bribery / Anti-Corruption Policy, and any other applicable terms published by SIGNAL&SCENE from time to time.

Nothing in this Policy is intended to exclude, restrict, or limit any consumer rights that cannot be excluded under applicable Malaysian law.

SIGNAL&SCENE provides a seven (7) day return and refund guarantee, subject to this Policy. The seven (7) day period starts from the date the product is delivered or received, based on courier records, delivery confirmation, proof of delivery, customer acknowledgement, or other available evidence.

Return and refund requests submitted after the seven (7) day period may be rejected unless SIGNAL&SCENE accepts the request under special circumstances or the claim involves damaged items, defective items, wrong items, missing items, incomplete items, or other valid cases accepted by SIGNAL&SCENE.

To request a return, refund, replacement, exchange, partial refund, or store credit, please contact us at admin@signalscene.net. Your request should include:

• order number
• full name, contact number, and email address
• product name and reason for request
• clear photos or videos of the product
• clear photos of the parcel packaging
• courier label or airway bill photo
• unboxing video, where available
• description of the issue and any other supporting information requested by SIGNAL&SCENE

SIGNAL&SCENE may request additional information before reviewing or approving a request. Submitting a request does not automatically mean that the return, refund, replacement, exchange, partial refund, or store credit will be approved.

Photo and/or video proof may be required for return and refund claims. This is especially important for claims involving:

• damaged or defective items
• wrong items or missing items
• incomplete orders or suspicious parcels
• tampered or empty parcels
• incorrect quantity or product condition disputes
• non-receipt disputes or courier-related claims

SIGNAL&SCENE may reject a claim if the customer is unable to provide sufficient evidence, if the evidence is unclear, if the evidence appears edited or inconsistent, or if the issue cannot be reasonably verified. For higher-value, fragile, customised, or multiple-item orders, customers are strongly encouraged to record an unboxing video before opening the parcel.

A product may be eligible for return, refund, replacement, exchange, partial refund, or store credit if:

• the product is damaged upon receipt
• the product is defective
• the wrong product was delivered
• the wrong variant, size, colour, or quantity was delivered
• part of the order is missing
• the parcel appears tampered with
• the product is materially different from the confirmed order
• the customised product is materially different from the approved artwork or agreed specification
• the order cannot be fulfilled by SIGNAL&SCENE

SIGNAL&SCENE will review each request based on the evidence provided, order records, courier records, product condition, product type, production status, and applicable law.

Unless required by law or approved by SIGNAL&SCENE, return or refund requests may be rejected if:

• the request is made after the allowed period
• the product has been used, washed, worn, altered, damaged, or misused by the customer
• the product is not returned in acceptable condition
• the product packaging, accessories, tags, manuals, parts, or free gifts are missing
• the issue is caused by customer error (wrong size, colour, quantity, design selected)
• the customer changed their mind after the order was processed
• the product has minor colour, lighting, display, texture, material, or production variations
• the customised product was produced according to approved artwork or confirmed order details
• the customer failed to provide sufficient proof
• the claim appears fraudulent, abusive, repeated, or suspicious

Customised and personalised products include products that are printed, embroidered, engraved, branded, personalised, made-to-order, specially configured, or produced according to customer-selected artwork, logo, text, colour, size, quantity, design, layout, or specification.

Customised or personalised products are generally not eligible for return, refund, exchange, or cancellation once production has started, unless the product is damaged, defective, wrong, incomplete, missing, or materially different from the approved artwork or confirmed order.

Customers are responsible for reviewing and confirming all customisation details before production, including spelling, names, logos, artwork files, design placement, colour selection, product type, size, quantity, approved proof, and layout.

Where SIGNAL&SCENE provides an artwork proof, mock-up, sample design, layout confirmation, or production preview, customers must review it carefully before approval. Once artwork is approved, SIGNAL&SCENE may proceed with production.

SIGNAL&SCENE is not responsible for errors that were visible in the approved proof, including spelling mistakes, incorrect names, wrong logo, wrong colour selection, wrong placement, low-resolution artwork, missing details, or incorrect text. A return or refund will generally not be approved for approved artwork errors unless SIGNAL&SCENE made a production mistake that is materially different from the approved proof.

If your product arrives damaged, you must report the issue within seven (7) days from the delivery date. You may be required to provide photos of the damaged product, outer packaging, inner packaging, courier label, and an unboxing video if available.

SIGNAL&SCENE may offer one or more of the following resolutions after review: replacement, exchange, refund, partial refund, store credit, repair or correction where practical, or other reasonable remedy. If the damage appears to be caused by customer misuse, mishandling, improper washing, improper storage, unauthorised alteration, or normal wear and tear, the claim may be rejected.

If you receive a defective product, you must report the issue within seven (7) days from the delivery date. A defect may include a material manufacturing issue that affects the product's intended use. Minor differences in colour, material shade, product texture, print placement, embroidery finish, screen display, lighting, or production batch are not automatically considered defects unless the product is materially different from the confirmed order.

SIGNAL&SCENE may request evidence before approving any remedy.

If you receive the wrong item, wrong quantity, wrong colour, wrong size, wrong variant, or wrong design, you must report the issue within seven (7) days from the delivery date. You may be required to provide product photos, packaging photos, courier label photo, order confirmation, and an unboxing video where available.

If the wrong item is confirmed, SIGNAL&SCENE may arrange replacement, exchange, refund, partial refund, or store credit, depending on the circumstances. The customer may be required to return the wrong item before a replacement or refund is issued.

If your order is missing an item, part, accessory, free gift, or quantity, you must report the issue within seven (7) days from the delivery date. SIGNAL&SCENE will review the claim based on warehouse records, packing records, courier records, product weight, product count, and supporting evidence.

If the claim is approved, SIGNAL&SCENE may send the missing item, provide a refund, issue store credit, or provide another suitable remedy.

If you receive an empty parcel, suspicious parcel, or a parcel that appears to have been opened, resealed, tampered with, or repacked, you must report the issue as soon as possible and no later than seven (7) days from the delivery date. You should keep all packaging, labels, wrapping, tapes, inserts, and parcel materials for investigation.

SIGNAL&SCENE may assist with courier investigation. The outcome may depend on courier records and available evidence.

If you have not received your order, you must notify SIGNAL&SCENE within fourteen (14) days from the shipment date, delivery notification date, or estimated delivery timeframe, whichever is applicable. If you do not report non-receipt within this period, SIGNAL&SCENE may treat the order as received and acknowledged, unless there is clear evidence to the contrary or applicable law requires otherwise.

If courier records show that the parcel was delivered, SIGNAL&SCENE may require further investigation before approving any refund, replacement, or store credit.

Customers are responsible for providing accurate and complete delivery information. SIGNAL&SCENE is not responsible for failed delivery caused by wrong address, incomplete address, wrong phone number, unavailable recipient, recipient refusing delivery, customer failing to collect parcel, or customer not responding to courier.

If a parcel is returned to SIGNAL&SCENE due to customer-related delivery issues, SIGNAL&SCENE may: arrange re-delivery with additional shipping fees; cancel the order and refund the product price excluding delivery or handling fees where applicable; deduct return shipping, re-delivery, handling, or other reasonable costs; issue store credit instead of cash refund; or reject refund for customised or made-to-order items where costs have already been incurred.

SIGNAL&SCENE may consider change-of-mind returns within seven (7) days from delivery, subject to approval. Change-of-mind returns are not guaranteed and may be rejected for customised products, personalised products, printed products, made-to-order items, clearance items, used items, opened or damaged packaging, products not in original condition, products with missing accessories, tags, or free gifts, or hygiene-sensitive items.

If a change-of-mind return is approved, the customer may be responsible for return shipping fees and any applicable handling costs. Original delivery fees may not be refundable unless required by law or approved by SIGNAL&SCENE.

Returned products must be in acceptable condition unless the return is due to damage, defect, wrong item, missing item, or SIGNAL&SCENE's error. Where applicable, products should be returned with original packaging, tags, labels, accessories, manuals, free gifts, all included parts, invoice or proof of purchase, and return approval information.

SIGNAL&SCENE may reject or reduce the refund if the returned product is used, damaged, incomplete, altered, washed, worn, missing parts, missing packaging, or not in the condition required by this Policy.

Customers must obtain approval from SIGNAL&SCENE before returning any product. Unauthorised returns may be rejected, returned to the customer, delayed, or not processed. SIGNAL&SCENE may provide return instructions, return address, courier instructions, or other steps after approving a return request. Customers should not send products back without written confirmation from SIGNAL&SCENE.

If the return is due to SIGNAL&SCENE's error (such as wrong item, confirmed defect, confirmed damage, or missing item), SIGNAL&SCENE may cover or reimburse reasonable return shipping fees, subject to approval. If the return is due to customer preference, change of mind, wrong selection, wrong address, or other customer-related reason, the customer may be responsible for return shipping fees.

SIGNAL&SCENE is not responsible for returned parcels lost or damaged during return shipping if the customer uses an unapproved or untracked delivery method. Customers should keep the return tracking number until the return is completed.

All returned products are subject to inspection by SIGNAL&SCENE. SIGNAL&SCENE may review product condition, packaging condition, completeness, damage or defect evidence, order records, product photos, videos, courier records, warehouse records, and customer claim history.

After inspection, SIGNAL&SCENE may approve, reject, or revise the proposed resolution. If the returned product does not meet the return conditions, SIGNAL&SCENE may reject the return and may require the customer to pay delivery fees to return the product.

Approved refunds may be provided through one or more of the following methods:

• original payment method
• store credit
• bank transfer
• replacement or exchange
• partial refund
• other method approved by SIGNAL&SCENE

The refund method may depend on the original payment method, payment provider rules, store credit usage, promotion usage, order status, product type, and SIGNAL&SCENE's review. If the order was paid using store credit, the refund may be returned as store credit.

Once a refund is approved, SIGNAL&SCENE will process the refund within a reasonable period. Refund timing may vary depending on payment method, bank processing time, e-wallet processing time, DuitNow QR provider processing time, payment gateway processing time, internal review, return inspection, courier investigation, fraud review, public holidays, or incomplete customer information.

SIGNAL&SCENE is not responsible for delays caused by banks, payment providers, e-wallet providers, DuitNow QR providers, or other third parties outside our reasonable control.

SIGNAL&SCENE may offer a partial refund where appropriate. A partial refund may apply if:

• only part of the order is affected
• the product has a minor issue but remains usable
• a replacement part is unavailable
• the customer agrees to keep the product
• return shipping is impractical
• only a portion of the payment is refundable
• the order involved promotions, vouchers, discounts, bundles, or store credit

SIGNAL&SCENE may issue store credit as a refund, goodwill adjustment, compensation, promotional credit, or alternative resolution. Store credit:

• is usable on the SIGNAL&SCENE platform only
• is not cash, legal tender, or a bank deposit
• does not earn interest
• cannot be withdrawn as cash
• cannot be exchanged for cash
• cannot be transferred, sold, traded, or assigned
• may be subject to validity periods, limits, conditions, or restrictions

SIGNAL&SCENE may reverse, adjust, cancel, suspend, or deduct store credit if it was issued in error, obtained through abuse, affected by refund reversal, linked to suspicious activity, or required by law or internal risk control.

If an order was purchased using a promotion, voucher, discount, bundle, campaign, or special offer, any refund may be adjusted based on the actual amount paid. Vouchers, discounts, and promotional benefits may not be refundable, reusable, or exchangeable for cash unless required by law or expressly approved by SIGNAL&SCENE.

If returning part of a bundle or promotional order causes the order to no longer meet the promotion conditions, SIGNAL&SCENE may recalculate the refund based on the normal price of the items kept by the customer.

If an order includes a free gift, promotional item, bundle item, or complimentary item, the customer may be required to return the free gift together with the returned product. If the free gift is not returned, damaged, used, or missing, SIGNAL&SCENE may deduct its value from the refund or reject the return.

SIGNAL&SCENE may offer an exchange or replacement instead of a refund, depending on product availability and the nature of the issue. Replacement or exchange is subject to stock availability, product condition, evidence provided, return approval, product type, customisation status, and SIGNAL&SCENE's review.

If the same product is unavailable, SIGNAL&SCENE may offer an alternative product, refund, partial refund, or store credit.

Customers may request order cancellation before the order is processed, packed, shipped, or sent for production. Cancellation is not guaranteed. SIGNAL&SCENE may reject cancellation if the order has been processed, packed, or shipped; production has started; artwork has been approved; customised product work has started; or supplier or production cost has been incurred.

If cancellation is approved, SIGNAL&SCENE may refund the payment through the original payment method, store credit, or another approved method.

SIGNAL&SCENE may reject, suspend, or investigate return and refund requests that appear fraudulent, abusive, dishonest, excessive, or inconsistent. Examples include:

• repeated refund claims
• false damaged, missing, or non-receipt claims
• edited or misleading photos
• staged videos
• return of different or used items not caused by SIGNAL&SCENE
• promotion abuse or store credit misuse
• chargeback abuse
• threatening or abusive conduct
• use of multiple accounts to bypass policy limits

SIGNAL&SCENE may suspend the customer account, reverse store credit, cancel orders, reject refunds, report suspicious activity, or take legal action where necessary.

Customers are responsible for:

• reviewing product details before purchase
• selecting the correct product, size, colour, variant, design, and quantity
• reviewing customisation details carefully and approving artwork only after checking all details
• providing accurate delivery information
• checking parcels promptly upon receipt
• reporting issues within the required period
• keeping packaging and evidence for claims
• following return instructions
• using products according to care instructions
• treating SIGNAL&SCENE staff, couriers, and service providers respectfully

SIGNAL&SCENE will review each return, refund, replacement, exchange, partial refund, or store credit request fairly based on available evidence, product condition, order records, courier records, customer history, supplier records, production records, and applicable law. SIGNAL&SCENE reserves the right to determine the most appropriate resolution, subject to your rights under applicable Malaysian law.

For return, refund, replacement, exchange, missing item, damaged item, wrong item, non-receipt, or delivery dispute requests, please contact: