Thank you for shopping at Emajie, where we specialize in providing high-quality perfumes. Your satisfaction is our priority, and we strive to ensure that every purchase meets your expectations.
Please take a moment to review our policy below. It outlines your rights and responsibilities when it comes to exchanges, returns, and refunds.
Important Notice
To process any return request (for wrong item, faulty, or quality-related issues), a full-length unboxing video is required. This video must clearly show the unpacking process from start to finish, without cuts or edits. We appreciate your cooperation in helping us resolve issues quickly and fairly.
1. Returns
1.1 Eligibility
You may request a return within 3 days of receiving the item. Returns are accepted under the following conditions:
The item received is incorrect (wrong item or quantity).
The item arrives leaking, damaged, or is defective (e.g., faulty atomizer).
The item is unused, unopened, and in its original packaging, unless testing was required to confirm a defect (see below).
A valid unboxing video is provided.
⚠️ Note:
If the item is leaking, damaged, or has an atomizer issue, customers are allowed to lightly test or inspect the item only after recording a full unboxing video clearly showing the problem before any use. This exception allows fair verification of the defect while maintaining hygiene standards.
❌ Used or worn perfumes for personal preference reasons (e.g., don’t like the scent) are strictly non-returnable.
1.2 Return Process
To initiate a return:
Contact our customer service via WhatsApp: +60 11-3950 2476 within 3 days of receiving your item.
Provide the following:
Order number
Clear description of the issue (e.g., wrong item received, leakage)
Full-length unboxing video
Once verified and approved, we will guide you on how to return the item.
1.3 Atomizer Issues (e.g., cannot spray)
If you are experiencing issues with the atomizer (such as not spraying, stuck, or malfunctioning), we recommend that you contact our customer service team first for quick troubleshooting and assistance. In many cases, we are able to guide you on how to fix it without needing a return.
1.4 Return Shipping
For wrong items or defective products caused by us, we will bear the return shipping cost.
Please use a trackable courier service (e.g., J&T, Ninjavan, POSLaju, Flash Express).
1.5 Resolution Options
Once your return is received and inspected, we will notify you of the outcome. If approved, you may choose:
Exchange – We will send the correct or replacement item (subject to stock availability).
Refund – If a replacement is not available, we will issue a full refund including return shipping.
2. Refunds
2.1 Eligibility
Refunds are issued only for items that meet the return criteria and are approved upon inspection.
Refunds will be processed via the original payment method within 7–14 business days.
2.2 Exceptions
Refunds may not be granted if:
The returned item is used, not in its original condition, or damaged for reasons not caused by us.
The return request is submitted after 3 days without valid justification or proof.
3. Contact Us
If you have questions or need help:
📧 Email: customer.service@emajie.com
📞 WhatsApp: +60 11-3950 2476
4. Third-Party Purchases
This policy applies only to purchases made directly from the Emajie official website.
Purchases made through Emajie boutiques/retail stores, resellers, agents, or third-party platforms are subject to their own return & refund policies.
5. Policy Updates
Emajie International Sdn Bhd reserves the right to modify or update this Return & Refund Policy at any time without prior notice. Please review this policy periodically for the latest version.