Return and Refund Policy

Last updated: 23 August 2026

At Yugan Builds, we make and carefully prepare our products before they are sent to you. We want you to receive your order in good condition and as described on our website.

This Return and Refund Policy explains how returns, refunds, replacements and exchanges are handled.

Nothing in this Policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under Malaysian law.

1. Change-of-Mind Returns

Because our products are handcrafted and may be prepared specifically for an order, we do not generally accept returns or refunds simply because you have changed your mind, selected the wrong product, selected the wrong size or no longer want the product.

However, this does not affect any statutory rights or remedies available to you under Malaysian law.

If you have made an ordering mistake, please contact us as soon as possible at hello@yuganbuilds.com. If your order has not yet entered production or been shipped, we will try to assist where reasonably possible.

2. Defective or Damaged Products

If your product arrives defective, damaged, unsafe, or otherwise fails to meet the applicable requirements or guarantees under Malaysian law, please contact us.

Depending on the circumstances, we may provide an appropriate remedy, which may include:

• replacement; or

• refund.

The appropriate remedy will depend on the nature and seriousness of the issue and the rights available to you under Malaysian law.

Under the Consumer Protection (Electronic Trade Transaction) Regulations 2024, where goods received by a purchaser are materially different from those ordered or contain defects, the seller is required to bear the cost of re-delivery where applicable.

3. Wrong or Incorrect Product

If you receive a product that is materially different from the product you ordered, please contact us.

Examples may include:

• receiving a different product;

• receiving a materially different size or specification;

• receiving a materially different colour or finish where the advertised product was clear;

• receiving an incorrect quantity; or

• receiving a product that materially differs from its description.

We will investigate the issue and provide an appropriate remedy in accordance with applicable Malaysian law.

4. Delivery Damage

We package our products carefully before dispatch.

If your order arrives visibly damaged, please take photographs or video of:

• the outer packaging;

• the shipping label;

• the damaged packaging;

• the product;

• and any visible damage.

Please contact us at hello@yuganbuilds.com as soon as reasonably possible and include your order number.

Photographs or video help us assess the condition of the product and communicate with the delivery provider where necessary.

Providing photographs or video does not remove or replace any statutory rights you may have.

5. Natural Wood Variation

Our products are made using natural wood.

Natural differences in:

• grain;

• knots;

• texture;

• colour;

• small markings;

• wood pattern; and

• finish

may occur from one piece to another.

These natural characteristics are not automatically considered defects.

Minor differences caused by the natural character of the wood do not normally qualify for a return or refund where the product otherwise matches its description and is of acceptable quality.

6. Handmade and Minor Variations

Because our products are handcrafted, minor variations may occur in areas such as finishing, alignment, wood grain and appearance.

We make reasonable efforts to ensure that the finished product matches the product description and photographs displayed on our website.

Minor handmade variations that do not materially affect the product's functionality, safety or advertised characteristics will generally not qualify as defects.

This does not affect any statutory guarantee or remedy that applies under Malaysian law.

7. Personalised or Customised Products

Where we offer personalised or customised products, the customer is responsible for checking that all information supplied to us, including names, dates, spellings, measurements, colours and other specifications, is correct before the order is confirmed.

Where a personalised or customised product has been made according to the information supplied by the customer, we may not be able to accept a change-of-mind return or cancellation once production has started, subject to applicable law.

If the finished product contains an error caused by Yugan Builds or is defective or materially different from what was agreed, please contact us and we will assess the appropriate remedy.

8. Electrical and Product Safety Issues

If you believe that a lamp or electrical product is unsafe, defective or malfunctioning, stop using it immediately and contact us.

Please do not attempt to dismantle, modify or repair electrical components yourself unless expressly instructed or permitted by us.

We may request photographs, video or other information to help identify the issue.

Where a product is found to be defective or unsafe, we will provide an appropriate remedy in accordance with applicable law.

9. Return Approval

Before sending a product back to us, please contact hello@yuganbuilds.com.

We may provide instructions regarding the return method and return address.

Please do not send products to an address other than the return address provided by us.

Where a return is required because of a defect, material difference, incorrect item or another issue for which Yugan Builds is responsible, we will provide appropriate instructions regarding the return and, where required by law, bear the applicable reasonable return or re-delivery costs.

10. Condition of Returned Products

Where a return is permitted, products should be returned with reasonable care.

Where reasonably possible, please return:

• the product;

• original accessories;

• included components;

• manuals or instructions;

• and original packaging.

We understand that packaging may be damaged during delivery and will assess each case fairly.

Nothing in this section limits any statutory right to return or reject goods where such a right applies.

11. Refunds

Where a refund is approved or required under applicable law, the refund will generally be made using the original payment method where reasonably possible.

The timing of the refund may depend on the payment provider or financial institution used for the original transaction.

We will not intentionally delay a refund once all necessary steps have been completed.

Where Malaysian law requires a particular form or timing of refund, we will comply with those requirements.

12. Replacement

Where a product is eligible for replacement, we may provide a replacement product of the same type where reasonably available.

If an identical replacement is unavailable, we may discuss an appropriate alternative or refund with you, subject to applicable law.

Replacement products remain subject to applicable statutory guarantees.

13. Repair

Where appropriate, we may offer to repair a defective product instead of replacing it or refunding it, where permitted by Malaysian law.

Any repair will be carried out within a reasonable time having regard to the nature of the product and the issue.

If a failure cannot reasonably be remedied by repair, other remedies may apply under Malaysian law.

14. Return Shipping Costs

Where the return or re-delivery is required because:

• the product is defective;

• the product is materially different from what was ordered;

• the wrong product was supplied by Yugan Builds; or

• another circumstance requires us to bear the cost under applicable law,

Yugan Builds will bear the reasonable applicable return or re-delivery cost.

For customer-requested returns that are not required because of a defect, material difference or other legal remedy, any return shipping cost will generally be the customer's responsibility, where such a return is accepted.

15. Items Damaged After Delivery

We are not responsible for damage caused after delivery by misuse, accidents, improper installation, unauthorized modification, improper electrical connection, failure to follow product instructions or other circumstances unrelated to the condition of the product when supplied.

However, this does not affect any rights you may have under applicable Malaysian law.

16. How to Request a Return, Refund or Remedy

Please email:

hello@yuganbuilds.com

Include:

• your full name;

• order number;

• product name;

• description of the issue;

• photographs or video where relevant; and

• any other information reasonably required to assess the matter.

We will review your request and contact you with the next steps.

17. Assessment of Claims

We may request reasonable information or evidence to understand the condition of a product and determine the appropriate remedy.

We will assess each case based on the product, the nature of the issue, the circumstances of the transaction and applicable Malaysian law.

We will not reject a valid statutory consumer claim merely because our internal return conditions have not been met.

18. Consumer Rights Under Malaysian Law

Nothing in this Policy limits or excludes rights provided to consumers under the Consumer Protection Act 1999 or other applicable Malaysian legislation.

The Consumer Protection Act provides statutory guarantees concerning goods, including guarantees relating to acceptable quality, fitness for purpose and compliance with description, together with remedies where applicable.

Where goods fail to comply with applicable guarantees, Malaysian law may provide remedies including repair, replacement or refund depending on the circumstances.

Consumers may also have access to the Tribunal for Consumer Claims Malaysia where the Tribunal has jurisdiction. The Tribunal states that it can hear eligible consumer claims up to RM50,000, subject to its jurisdictional requirements.

19. Contact Us

For return, refund, replacement or product-related enquiries:

Yugan Builds
Email: hello@yuganbuilds.com
Telephone: +60105071029
Business address: No.28, Jalan MR 1/10, Taman M-Residensi 1, 48020 Rawang Selangor

We will do our best to resolve genuine product issues fairly and in accordance with applicable Malaysian law.