Refund policy

Refund Terms

• All refunds will be issued strictly in the form of store credit.

• Cash refunds are not permitted under any circumstances.

• Products purchased during sale periods or with discounts are not eligible for refunds.

• Purchases made using voucher code or rewards points, the points are non-refundable and non-reversible.

Refund Processing Time

• Once we have received your returned item, please allow 1–3 working days for our team to review and process your return.

• Upon approval, your store credit refund will be issued for the exact value of the originally purchased product (excluding any shipping, promotional discounts or reward code).

• The store credit will be sent to your registered email within 14 working days.

What is Store Credit?

• Store Credit is issued in the form of a digital gift card which can be used exclusively on our official website, https://maisontoha.com
• There is no expiry date on store credit.
• Store credit cannot be transferred, sold, or used on another person’s account.
• It may not be purchased or converted to cash.

How to use Store Credit?

To use your store credit or gift card, follow these steps:

1. Go to your inbox/spam folder, the special code will be sent directly to the registered email address. Copy the code. 

2. Log in to your account on our website (https://masiontoha.com/account/login). Add items to your shopping cart and proceed to the check out page. Before making the payment, you’ll see a “discount code or gift card” box.

3. Enter the special code you have received and click Apply.

4. The final bill will tally accordingly.

Exchange terms

Online Store Purchases

1. Eligibility: Requests must be made within 14 days from the date of receiving your order.
2. Conditions:
   • Items must be unworn, unwashed, and unaltered, with original tags and packaging.
   • Return and exchange requests are only accepted for orders within Malaysia.
3. Refunds are issued in the form of store credits only. Cash refunds are not accepted.
   
   • Store credits are not eligible to earn reward points.
4. Exchange Terms:
   • Subject to stock availability.
   • Price differences for higher-value items must be paid by the customer.
   • Discount codes cannot be applied to exchange transactions.
   • No reservations. Exchanges are on a first-come, first-served basis.
   • Each order is eligible for a one-time exchange only.
5. Exclusions:
   • All purchases made under sales or discounted prices are non-returnable and non-exchangeable.
   • Purchases made using rewards points, the points are non-refundable and non-reversible.
6. Maison Toha reserves the right to reject requests made after the specified time frame or if the item condition does not meet our return policy.

Store Purchases

1. Eligibility: Returns or exchanges must be made within 7 days from the date of purchase.
2. Process: Transactions must be completed at the original place of purchase.
3. Refunds: Refunds will be issued as store credits with no expiry date. Store credit can only be used for purchases on https://maisontoha.com and will be credited to your email within 7–14 working days.
4. Requirements:
   • Original receipt is required for all return or exchange transactions.
   • Items must be in new, unwashed, and unaltered condition, with original tags and packaging attached.
5. Exchange Terms:
   • Items may be exchanged for a different size or colour (subject to availability).
   • A price difference will be charged if the new item is of higher value.
   • Each order is only eligible for a one-time exchange.
   • No reservations. Exchanges are on a first-come, first-served basis.
6. Exclusions:
   • Items purchased on sale or at a discounted price are not eligible for return or exchange.
   • Purchases made using rewards points, the points are non-refundable and non-reversible.