At JASBAH, we value our customers’ trust and are committed to providing quality products and personalised tailoring services. Please read our policy below before placing an order.
1. Ready-Made Products
Customers may request a return or exchange for eligible ready-made products within 7 days of receiving their order, provided the items are unworn, unwashed, unused and returned in their original condition with tags and packaging intact.
Returns or exchanges are subject to inspection and approval. Items that have been worn, washed, damaged by the customer or altered after delivery may not qualify, except where applicable consumer rights require otherwise.
2. Custom-Made & Made-to-Measure Garments
As custom garments are produced according to each customer’s measurements, preferences and approved design, we do not accept returns or refunds for change of mind, changes in personal preference, or correctly completed orders made according to the agreed specifications.
If a garment has a confirmed manufacturing defect or does not match the approved design or agreed measurements due to an error on our part, please contact us so we can assess the issue and arrange an appropriate remedy, which may include alterations, repair, replacement or refund where applicable.
Customers are responsible for reviewing and approving the design, measurements, fabric selection and other specifications before production begins.
3. Alteration & Restoration Services
Fees for completed tailoring, alteration and restoration services are generally non-refundable once the agreed work has been performed. If an issue arises because the service was not carried out as agreed, please contact us for an assessment and an appropriate resolution.
4. Order Cancellation
Requests to cancel an order must be submitted as soon as possible. Ready-made orders may be cancelled before dispatch, subject to confirmation by JASBAH.
For custom-made garments, cancellation requests are assessed according to the stage of production and any materials or work already committed. Any applicable refund will be determined fairly and in accordance with Malaysian consumer protection laws.
5. Damaged, Incorrect or Defective Items
If you receive an incorrect, damaged or defective item, please contact us within 7 days of delivery and provide your order number, a description of the issue and clear photographs where applicable.
We will review the claim and advise you on the next steps. This reporting period does not limit any rights you may have under applicable law.
6. How to Request a Return or Refund
To submit a request, please contact us through our website’s contact page or our official customer service channel with:
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Your order number.
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The reason for your request.
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Photographs or supporting information, where applicable.
Please wait for our instructions before sending an item back. Unauthorised returns may delay processing.
7. Refund Processing
Once a return or refund has been approved, refunds will generally be issued through the original payment method where practicable. Processing times may vary depending on the payment provider or bank.
Shipping fees, customisation charges and other costs will be assessed according to the circumstances and applicable law. We will communicate any approved refund amount and relevant arrangements to the customer.
8. Consumer Rights
Nothing in this policy is intended to exclude, restrict or override any consumer rights or remedies that cannot lawfully be excluded under Malaysian law, including the Consumer Protection Act 1999.
9. Contact Us
For questions about returns, refunds or exchanges, please contact JASBAH through the contact details provided on our website.
JASBAH – Crafting Elegance, Preserving Memories.
