Refund Policy

Refund Policy

Scope. These policies apply to all orders, enquiries and services of Jiham Creatives Sdn. Bhd. (202301005141 / 1499060-W), trading as JIHAM Kaligrafi, across all our websites, WhatsApp channels and social media accounts. Where any other page, brochure, advertisement, FAQ or message states something different, this document prevails. These policies are governed by the laws of Malaysia. Last updated: 11 August 2026 (v2.1).

Important — Custom Orders. Substantially all of our artwork is made to order. Once a custom or personalised order (any item bearing a specific name, date, verse, size or design you selected) has proceeded to the production stage, it cannot be cancelled, returned, refunded or exchanged. Production begins after you approve the design proof and payment is received.

1. Cancellation Before Production

You may cancel an order at no charge at any time before you approve the final design proof. Once we have begun production, the clause above applies.

2. Non-Returnable Items

The following cannot be returned or exchanged:

• Custom, personalised or made-to-order artwork;
• Items on sale, clearance or bought with a promotional discount;
• Gift cards and vouchers;
• Items damaged after delivery, after installation, or after self-pickup has left our premises.

3. Ready-Made Stock Items

Where an item is a ready-made stock design and is not personalised, you may request a return within seven (7) days of receipt. The item must be unused, in its original condition and original packaging, with proof of purchase. Return postage is borne by you unless the item was faulty or wrongly supplied. Contact [email protected] before sending anything back — items returned without an approved return request will not be accepted.

4. Damaged in Transit — 1-to-1 Replacement

We insure our parcels. If your artwork arrives cracked, broken or damaged, we will replace it 1-to-1 at no additional cost, provided you follow these steps:

• Do not discard the box, bubble wrap or any packaging;
• Take clear photographs of the damage and of the external packaging;
• WhatsApp or email us within forty-eight (48) hours of receipt.

The 48-hour window exists because couriers reject damage claims filed later. If you report after 48 hours we may be unable to recover from the courier, and we may not be able to offer a free replacement. Please inspect your parcel on arrival.

5. Wrong or Defective Item

If we supply the wrong item, or an item with a manufacturing defect, notify us within seven (7) days of receipt with photographs. We will repair, replace or refund it at our option, at our cost.

6. How Refunds Are Paid

Approved refunds are paid to your original payment method within fourteen (14) working days of approval. Your bank, card issuer or instalment provider may take additional time to post the credit. Where you paid by instalment, the refund is processed through that provider under its own terms.

The authoritative version of this policy is published at policy.jiham.my.