This Refund & Return Policy applies to all purchases made on www.crossloomglow.com (the “Website”), operated directly by CROSSLOOM GLOBAL SHOP SDN BHD (SSM No: 202601024704(1686801-X)), trading as Crossloomglow (“we”, “us”, or “our”). This policy is established to govern consumer transactions for our patrons located across the European Union and the United States, maintaining strict alignment with applicable consumer protection legislation in Malaysia, Europe, and the United States.
- Statutory Right of Withdrawal (14-Day Return Framework)
14-Day Right of Withdrawal: In accordance with statutory consumer rights in the European Union and the United States, consumers have the legal right to withdraw from their purchase contract without providing a reason within fourteen (14) days from the date on which physical possession of the ordered goods is received.
Return Authorization and Address: To exercise the right of withdrawal, the customer must send a formal notification via email to comfort@crossloomglow.com within the 14-day timeframe. Upon receiving return authorization instructions, merchandise must be sent to our official facility at the following address:
Return Address: NO.28, PERSIARAN BERCHAM SELATAN 8, TAMAN DESA KENCANA, 31400 IPOH, PERAK, Malaysia
Return Conditions: Returned items must be dispatched in their original, unused condition with original packaging intact. Except in cases of verified product defects or damaged delivery, the customer is responsible for direct return shipping arrangements and expenses.
- Damaged or Defective Goods (Simplified Resolution)
Notification of Defect: If an item arrives with physical damage or a verified product defect, the customer is requested to contact our customer support team at comfort@crossloomglow.com within a reasonable timeframe following package receipt.
Photographic Proof Requirements: Customers are required to provide clear photographic evidence illustrating the damage or defect alongside the order number.
No Physical Return Required: Upon administrative verification of the submitted photographic proof, physical return of the damaged or defective merchandise is not required. We will process a full order refund or arrange a replacement shipment at no additional cost.
- Order Processing, Shipping, and Delayed Delivery Protocol
Order Processing Timeframe: Orders submitted on our Website undergo administrative handling, item allocation, and packaging within one to three (1–3) business days prior to dispatch.
Carriers and Transit Time: Shipments to the European Union and the United States are dispatched via priority international transport services provided by DHL Priority, FedEx Priority, and UPS Priority. Standard transit timeframe following dispatch ranges between three to seven (3–7) business days.
Automated Tracking Updates: Automated status updates are transmitted to the email address registered at checkout at key operational milestones, including initial package dispatch, arrival at international transit points, and local delivery handover.
Exceeded Delivery Timeframe & Inquiry Protocol: If an order exceeds the standard transit timeframe (3–7 business days post-dispatch), the customer should notify our customer support team. We will open a formal trace investigation with the respective carrier (DHL, FedEx, or UPS). Following confirmation of extended transit delay or non-delivery from the carrier investigation, we will issue a resolution by providing either a full order refund or a replacement shipment.
- Refund Execution and Supported Payment Methods
Method of Refund: All approved refunds are issued directly back to the original payment method utilised during order checkout.
Supported Payment Channels: Payment and corresponding refund transactions are executed through major international payment channels supported on our Website, including:
Credit and Debit Cards: Visa, Mastercard, American Express
Digital Wallets: Apple Pay, Google Pay, and other authorized electronic wallets
Processing Timeframe: Upon approval, refunds are initiated immediately from our system. Depending on the financial institution or payment instrument provider, funds typically reflect on the customer’s statement within standard banking processing intervals (typically 5 to 10 business days).
- Corporate Contact Details
For all refund inquiries, return authorizations, or operational assistance, please contact our administrative team:
Corporate Entity: CROSSLOOM GLOBAL SHOP SDN BHD
Company Registration (SSM No): 202601024704(1686801-X)
Trading Brand: Crossloomglow
Corporate & Return Address: NO.28, PERSIARAN BERCHAM SELATAN 8, TAMAN DESA KENCANA, 31400 IPOH, PERAK, Malaysia
Official Contact Email: comfort@crossloomglow.com
Contact Telephone: +601153804528