Refund & Return Policy

Applies to orders placed with COMMONFOLK COMMERCE SDN. BHD. (Reg. No. 202601039570 (1701665-H))

This policy explains how COMMONFOLK COMMERCE SDN. BHD. handles cancellations, returns and refunds for both retail and wholesale orders. Because every paid order is confirmed individually by our team before dispatch, most issues are resolved directly between you and our team.

01 How Orders Are Confirmed

An order placed through the cart and checkout on this website is paid online through our payment provider and is confirmed by COMMONFOLK COMMERCE once payment succeeds and stock is verified. If we cannot fulfil an order, we will contact you by phone or email and refund the amount paid.

02 Cancellation Before Dispatch

You may cancel or amend an order at no cost at any time before it has been confirmed and dispatched. Once an order has been packed or dispatched, cancellation is treated as a return and is subject to the terms below.

03 Eligibility for Returns

Unopened, unused items in original, undamaged and sealed packaging with tags, accessories and presentation packaging included may be returned within 7 days of delivery or collection, subject to Clause 4. Please check the colour, size and specification on the product page before you order — a wrong choice of colour or size is not a fault of the product, and is only returnable if the item remains unused, unwashed and in resaleable condition. Please contact us before sending anything back so we can confirm eligibility and the return process for your order.

04 Opened, Used, Customised & Defective Items

Items that have been opened, used, washed or personalised cannot be resold as new, so we cannot accept change-of-mind returns of them. This applies in particular to candles, diffusers, room sprays and personal-care products once the seal is broken, to apparel and textiles once worn or washed, and to any item that shows signs of use, damage after delivery or missing parts. Items customised, printed, embroidered, engraved or labelled to your artwork or specification are made to order and are returnable only if found to be defective or not as approved. If an item develops a fault, the material and care notes on the product page apply, and we will help you arrange a claim — please contact us with your order reference. Damage caused by not following the care notes (for example machine washing an item marked hand wash) is not a product defect. This does not affect your rights in respect of items that are damaged, defective, or incorrect as described in Clause 5.

05 Damaged or Incorrect Items

If an item arrives damaged, faulty, or different from what you ordered, contact us within 48 hours of delivery or collection with your order reference and photographs of the item and packaging. We will arrange a replacement, a store credit, or a refund at our discretion, at no cost to you.

06 How to Request a Return

Email commonfolkcommerce@outlook.com or call +6017-414 3199 with your order reference, the product code(s) involved, and the reason for the return. We will confirm whether the item is eligible and provide instructions for returning it or arranging collection.

07 Refund Method & Timing

Approved refunds are issued using the same payment method used for the original payment, or by bank transfer where more practical, within 7–14 business days of the returned item being received and inspected, or of the refund being approved for a damaged or incorrect item.

08 Bulk & Customised Orders

Bulk, wholesale and customised orders are subject to the same principles above, with quantities, production minimums, artwork approval, and any restocking arrangements agreed individually between COMMONFOLK COMMERCE and the buyer at the time of quotation or of the return request, given the scale and logistics involved.

09 Non-Returnable Situations

We are unable to accept returns for change of mind on opened, used, washed or personalised items, for customised or private-label products made to your specification (except where defective or not as approved), for items without a valid order reference, or for requests made outside the timeframes in this policy, except where required by Malaysian consumer protection law.

10 Contact

For any question about a return or refund, contact us at commonfolkcommerce@outlook.com or +6017-414 3199. Our registered address is 03-05-06, REVO AURORA PLACE, 1, PERSIARAN JALIL 1, BUKIT JALIL, 57000 KUALA LUMPUR.