Refund and Returns Policy for ourcache, a custom items selling website based in Malaysia

At ourcache, we strive to provide our customers with high-quality custom items. However, we do not offer returns or refunds for the following reasons:

1. Final Sale Items

Some items on our website are marked as “final sale” or “non-returnable” due to their nature or condition (e.g., used items that have been marked down in price). These items cannot be returned or refunded, and we will provide a clear disclaimer on our website and during the checkout process to inform customers of these exceptions.

2. Customized or Personalized Items

We do not accept returns for customized or personalized items, as these cannot be resold in their original condition. We will provide a clear disclaimer on our website and during the checkout process to inform customers of these exceptions.

3. Damaged Items

If you receive a damaged item, please contact us at [email protected] within 7 days of delivery with your order number and photos of the damage. We will work with you to resolve the issue, either by providing a replacement item or issuing a refund depending on the severity of the damage. Shipping costs for returns due to damage will be covered by us unless the damage was caused by misuse or mishandling by the customer.

4. Cancellations

If you change your mind about an order before it has been shipped, you may cancel it by contacting us at [email protected]. We will refund your payment in full as long as the item has not already been prepared from our warehouse. Cancellations made after an item has been prepared may be subject to a restocking fee depending on the condition of the item and whether it has already been shipped to another customer.

5. Communication and Notification

We will communicate with you via email regarding any cancellations, replacement items, or refunds related to damaged items. Please ensure that your email address is up-to-date and that you check your email regularly for any communication from us related to your orders or account. We may also send you periodic updates about our policies and procedures via email if you have opted in to receive marketing communications from us. You can opt out at any time by clicking the “unsubscribe” link in our emails.