Return & Exchange Policy

At Qhiam, we take immense pride in the craftsmanship and fit of our garments. If your purchase does not meet your expectations, we are happy to facilitate a one-time exchange or issue store credit subject to the terms and conditions outlined below.

1. Core Exchange Framework

  • One-Time Policy: Exchanges are strictly limited to a one-time occurrence per order handle for instances of manufacturing defects, incorrect item fulfillment, or sizing adjustments.

  • Item Matching: Exchanges must be made for the exact same article/SKU as originally purchased, subject to stock availability.

  • No Cash Refunds: The Company enforces a strict No Cash Refund policy. Under no circumstances will monetary refunds be issued to original payment methods.

2. Online vs. In-Store Channel Restrictions

To maintain inventory and accounting integrity, cross-channel exchanges are strictly prohibited:

  • Online Purchases: Orders placed via our official website (https://qhiam.com.my/) can only be exchanged via our online support team by emailing cs@qhiam.com.my. Online orders cannot be returned or exchanged at any physical showrooms.

  • Showroom Purchases: Items purchased physically at our Shah Alam, Bangi, or IOI City Mall Putrajaya showrooms can only be exchanged in-person at our physical showrooms.

3. Store Credit Issuance

If an eligible item is approved for exchange but your required size or style is completely out of stock, the Company will issue a refund in the form of Store Credit equivalent to the purchase value of the item. Store credit cannot be converted to cash and must be used on our platform.

4. Non-Exchangeable and Non-Refundable Items

The following items are strictly ineligible for return, exchange, or store credit:

  1. Any item where the request or return package is received more than 7 days after delivery/purchase.

  2. Items returned without their original product tags, branded packaging boxes, clear plastic sleeves, suit bags, or hangers.

  3. Items that have been worn, washed, altered, or damaged by the buyer.

  4. Promotional, discounted, markdown, or "As-Is" sale items.

  5. Free gifts, complimentary samples, or bundle add-ons.

  6. Products not originally sold directly by Qhiam Clothing Sdn. Bhd.

  7. Hygiene Restrictions: Due to strict health and hygiene regulations, any garment that has been tried on, worn, or unsealed cannot be returned or exchanged once the packaging seal is broken.

  8. Note on Accessories: Items categorized under Qhiam Accessories (including Sampin, Songkok, and Getah Sampin) are eligible for size/style exchanges only, subject to stock. They are completely excluded from store credit issuance.

5. Return and Exchange Process

If your item meets all eligibility criteria, please follow the steps below within 7 days of receiving your parcel:

Step 1: Submit Your Request

Email our support team at cs@qhiam.com.my with your Order ID, clear photographs of the item/defect, and your exchange request. Our support hours are Monday to Friday, 9:00 AM – 5:00 PM (excluding public holidays).

Step 2: Shipping & Logistics Logistics

  • Customer-Driven Changes (Sizing/Preferences): If you are exchanging an item for a different size, the item must be of equal value, and all return and secondary shipping fees are borne entirely by the customer.

  • Defective or Incorrect Items: If you received a damaged item or the wrong order, Qhiam Clothing Sdn. Bhd. will fully cover all logistics fees. We will ship out your replacement parcel and arrange a complimentary pickup rider to retrieve the defective item simultaneously.

The Company retains the sole and final right to refuse any exchange, return, or claim if fraudulent activity or policy abuse is suspected.