This policy covers both retail orders (single pieces) and wholesale orders (by the carton) from Madam Roz Kitchenware Sdn. Bhd. Any rights that apply under Malaysian consumer law remain unaffected.
Change-of-mind returns
Contact us within 7 calendar days of collection or delivery if you would like to request a change-of-mind return on a retail order. Eligible items must be unused, unwashed and in their original packaging with all inserts intact. Approval is required before anything is sent back or brought in, and return delivery costs are normally paid by the customer.
Items that cannot be returned for change of mind
- Cutlery, utensils or drinkware that has been used or washed, for hygiene reasons.
- Items sold as part of a set once the set has been opened and separated.
- Confirmed wholesale (carton) orders once collected or dispatched — see below.
Damaged, defective or incorrect goods
Please notify us within 72 hours of collection or delivery. Include your order reference and clear photographs of the item, its packaging, and any breakage. Cookware, glassware and ceramics can be damaged in transit even when well packed, so keep the outer carton until the matter is resolved. After review, we will arrange a replacement, exchange, or refund as appropriate.
Wholesale and carton orders
Restaurants, cafés, caterers and resellers should inspect a carton at the point of collection or on delivery, before signing off. Once a carton order has been accepted and collected or delivered without a reported issue, it is treated as fulfilled. Report any shortfall, breakage or mis-pick the same day so we can put it right from stock.
Colour, finish and measurements
Photographs and screens can render finishes slightly differently — steel, glaze and enamel colours may vary a little from what you see online. Stated dimensions and capacities are approximate. These normal variations are not treated as defects.
Approved refunds
Payment is made online at checkout through AXAIPAY. An approved refund is returned to the original payment method or by bank transfer, normally within 7–14 business days of us receiving and inspecting any returned goods. Delivery charges already paid are not refundable unless the return is due to our error.
Start a return or report an issue
Email madam.kitchenware@outlook.com or call +6010-433 9865 with your order reference before returning any item.