Refund policy

Last updated: 27 October 2026

We hope you love your Loomé purchase. Every order is prepared with care, and we want you to shop with confidence.

This policy applies to purchases made through www.loome.com.my.

Purchases made through TikTok Shop or other third-party sales platforms should generally be handled through the respective platform's return and refund procedures, subject to applicable consumer protection laws.

Nothing in this policy limits or excludes your statutory rights under Malaysian law, including the Consumer Protection Act 1999.

1. Order Cancellations and Amendments

Please review your selected products, colours, quantities and delivery details carefully before completing your purchase.

If you need to cancel or amend an order, please contact us as soon as possible at care@loome.com.my.

We will do our best to accommodate your request before the order has been prepared for dispatch. However, cancellation or amendment requests are not guaranteed.

Once an order has been dispatched, cancellation or amendment may no longer be possible, except where required by applicable law.

If Loomé cancels an order that has already been paid for, we will arrange a refund to the original payment method.

2. Change-of-Mind Returns and Exchanges

We take care to provide accurate product descriptions, colours, materials and measurements to help you make an informed purchase.

We do not accept returns, refunds or exchanges for change of mind, including:

• Selecting the wrong colour, design or quantity.
• Preferring a different colour or design after receiving the item.
• Deciding that the product is no longer wanted.
• Personal preferences regarding fabric, texture, colour or appearance, where the product matches its description and meets applicable quality standards.
• Purchasing an item by mistake.

We encourage you to review all product information carefully before placing an order.

This policy does not affect your statutory rights in relation to faulty, defective, misdescribed or incorrectly supplied products.

3. Faulty, Damaged or Incorrect Items

We take care to ensure that every Loomé order is checked and packed properly before dispatch.

If your item arrives faulty, damaged, materially different from its description or incorrect, please contact us at care@loome.com.my as soon as reasonably possible.

Please provide:

• Your order number.
• A brief description of the issue.
• Clear photographs or videos of the affected item and, where relevant, its packaging and delivery label.

We may request that the product be returned for inspection.

Where a claim is valid, Loomé will provide an appropriate remedy in accordance with applicable Malaysian consumer protection laws.

Depending on the circumstances and your statutory rights, this may include a repair, replacement, refund to the original payment method or another legally appropriate remedy.

Where the claim is valid, Loomé will bear reasonable return-shipping costs.

4. Colour, Measurements and Product Variations

We make every effort to represent our products accurately through photography, descriptions and measurements.

However, please note that:

• Product colours may appear slightly different due to lighting, photography and individual screen settings.
• Minor measurement tolerances may occur during production.
• Small variations in fabric weave, print placement, embroidery and finishing may occur as part of the manufacturing process.

These variations are not necessarily defects, provided the product remains consistent with its description and meets applicable quality standards.

A personal preference for a different colour, texture or appearance does not qualify for a return where the product is accurately described and meets applicable quality requirements.

Nothing in this section excludes your rights if a product is materially misdescribed or fails to meet statutory guarantees.

5. Items Not Eligible for Change-of-Mind Returns

As Loomé does not offer voluntary change-of-mind returns or exchanges, this policy applies to all products purchased through our website, including:

• Regular-priced products.
• Promotional and discounted products.
• Final Sale and clearance items.
• Pre-order and made-to-order products.
• Personalised or embroidered products.

Regardless of the product category or promotional status, customers retain their statutory rights in relation to faulty, defective, misdescribed or incorrectly supplied goods.

6. How to Report a Product Issue

If you believe your item is faulty, damaged or incorrect, please follow these steps:

1. Email care@loome.com.my with your order number, the affected item and a description of the issue.
2. Include clear photographs or videos where available to help us assess the matter.
3. Wait for our instructions before returning the product, so we can provide the correct return address and arrangements.
4. If a return is required, pack the product securely and follow the return instructions provided.

Please do not send parcels to the address shown on your original shipment unless we have confirmed it in writing.

We will review your request and respond as promptly as reasonably possible.

Requests will be assessed in accordance with applicable Malaysian consumer protection laws. We do not impose a blanket seven-day reporting deadline on statutory claims.

7. Return Inspection

Where a product needs to be returned for assessment, we aim to inspect it within 5 business days after receipt.

We may contact you if further information is required.

If the product is found to be faulty, materially misdescribed or otherwise non-compliant with applicable statutory guarantees, we will arrange the appropriate remedy.

If the product meets applicable quality standards and the issue relates solely to personal preference or change of mind, we may decline the return request.

In such cases, any reasonable cost of returning the product to the customer will be communicated before arrangements are made.

8. Refunds

Where a monetary refund is applicable, we will initiate it to the original payment method within 7 business days after approval, subject to any shorter timeframe required by law.

Banks and payment service providers may require additional time to complete the transaction.

Refunds may be provided where:

• A refund is required under applicable consumer protection laws.
• Loomé cancels a paid order before fulfilment.
• A purchased product is unavailable and cannot be supplied.
• A parcel is confirmed lost and a refund is the appropriate resolution.
• Another circumstance requires a refund under applicable law.

Original delivery charges and reasonable return-shipping costs will be refunded or covered where required by law.

If the original payment method is unavailable, we will contact you to arrange a suitable alternative.

For security reasons, we will never request passwords, one-time verification codes or complete payment-card details.

9. Exchanges and Replacements

We do not offer direct exchanges for different colours, designs or products due to change of mind.

Where a product is faulty, damaged, materially misdescribed or incorrectly supplied, a replacement may be provided where appropriate and in accordance with applicable law.

Replacement availability is subject to stock availability and the customer's applicable statutory rights.

10. Promotional Items, Bundles and Free Gifts

Promotional, discounted, bundled and Final Sale items are subject to the same no-change-of-mind return policy.

Where a valid statutory claim involves a promotional bundle or complimentary gift, we will assess the appropriate remedy in accordance with applicable law and the circumstances of the purchase.

We will not impose promotional deductions that unlawfully reduce a customer's statutory refund entitlement.

11. Lost or Undelivered Parcels

If your parcel has not arrived within the estimated delivery period, please contact us at care@loome.com.my.

We will assist in checking its status with the relevant delivery provider.

If a parcel is confirmed lost or cannot be delivered, we will arrange an appropriate resolution, which may include replacement or refund, depending on the circumstances and applicable law.

For additional delivery information, please refer to our Shipping Policy.

12. Contact Us

For questions regarding returns, refunds or product concerns, please contact:

Loomé
Operated by Line & Loom Sdn. Bhd.
Registration No.: 202601036437 (1698532-K)

Website: www.loome.com.my
Email: care@loome.com.my

Customer Service Hours:
Monday to Friday, 10:00 AM – 5:00 PM (Malaysia Time), excluding public holidays.

Please include your order number in the email subject line so we can assist you promptly.