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Refund Policy

Effective date: 28 August 2025
Contact: hello@zayla.my

1) Change-of-mind

We don’t accept change-of-mind returns after an order is dispatched.

2) Damaged, defective, or wrong item

Email hello@zayla.my within 72 hours of delivery with:

  • Order number

  • Photos of the outer packaging and the book (damage/defect)

Remedies: we’ll offer a replacement or a full refund (including original shipping) at your choice.

3) Not received / lost in transit

If your tracking stalls or shows “delivered” but you didn’t receive it, contact us. We’ll liaise with the courier.

  • If confirmed lost/misrouted: we reship or refund in full.

4) Pre-orders

Pre-orders can be cancelled before processing (before packing/hand-off). An admin fee may apply to cover payment gateway/handling costs. Once processed or dispatched, the order follows the rules above.

5) How to request a refund/replacement

  1. Email hello@zayla.my with your order number and details.

  2. We’ll confirm next steps. If a return is needed, we’ll provide instructions.

  3. Use sturdy packaging and a trackable service.

    • If the issue is ours (damage/defect/wrong item), we cover or reimburse reasonable return shipping.

    • Otherwise, returns (when authorised) travel at the customer’s cost and risk.

6) Refund method & timing

  • Malaysia payments (QR / online banking / e-wallet): refunded back to the original method where supported; otherwise to a Malaysian bank account in MYR.

  • International (Stripe card payments): refunded to the original card.

  • Timing: we issue refunds within 7–10 business days after approval/receipt of any required return. Your bank or provider may take additional time to post the credit.

  • Original shipping is refunded only when the issue is our fault (damage, defect, wrong item, or lost parcel). Customs duties and local taxes (if any) are not refunded by us.

7) Address issues & uncollected parcels

If a parcel returns to us due to an incomplete/incorrect address or not collected, we can:

  • Reship after you pay the reshipping fee; or

  • Refund the book price minus original shipping and an admin fee, provided the book returns to us in resaleable condition.

8) Non-refundable items

  • Personalised/signed copies (if offered) except where defective.

  • Digital items and gift cards (if offered in future).

  • Customs duties, import taxes, or local delivery surcharges charged by carriers.

9) Worldwide orders

We ship worldwide. International customers are responsible for any customs duties and import taxes charged by their country.