Refund, Returns & Exchange Policy

Last updated: 18 September 2026

At Al Ikhsan, we strive to ensure you are completely satisfied with your purchase. Your happiness matters to us, and we understand that sometimes an item may not be exactly what you expected. If you are not satisfied with your order for any reason, we are here to help make things right.

1. Eligibility for Refunds

Refunds are only applicable under the following conditions:

You received a defective or damaged item (e.g., manufacturing flaws, tears, stains, or other visible defects).
The wrong item was sent to you.
An item is missing from your order.

Please note: Sizing discrepancies or colour variations due to monitor settings are not considered defects unless explicitly stated in the product description.

Not Applicable for Innerwear & Accessories: For hygiene and safety reasons, refunds, exchanges, or store credit are not available for innerwear or accessories. Please review these items carefully before purchasing.

2. Non-Refundable Items

We do not offer refunds for:

Change of mind (we recommend reviewing product details carefully before purchasing).
Items that have been worn, washed, or altered.
Items returned without their original tags and packaging.
Sale or promotional items (unless defective or incorrect).
Digital or downloadable products (unless the product fails to meet advertised functionality).

3. Refund Process

Contact our customer service team through our Contact page within 15 days of receiving your order.
Provide your order number and clear photos of the defective, damaged, or incorrect item.
Once your request is approved, we will process your refund within 5–7 business days.
Refunds will be issued via your original payment method.

4. Refund Timelines by Payment Method

The time it takes for a refund to reach you depends on the payment method used at checkout. Below are the estimated timelines once we have processed the refund:

FPX / online banking: 3–7 business days, depending on your bank.
Credit or debit card (Visa, Mastercard): 5–10 business days, depending on your card issuer.
E-wallets (Touch 'n Go, GrabPay, ShopeePay): 1–3 business days to appear in your wallet.
DuitNow QR: 3–7 business days, depending on your bank.
Atome: 3–5 business days to reflect in your Atome account.

Note: These timelines are estimates and may vary depending on the payment provider or bank. If you don't see the refund within the expected timeframe, please contact your payment provider or our customer service team for assistance.

5. Exchanges & Store Credit

If you prefer, we can offer an exchange or store credit instead of a refund:

Exchanges: We'll send you the correct item at no additional cost (for defective or incorrect items).
Store Credit: Valid for 6 months from the date of issuance and can be used on any future purchase.

Note: Exchanges and store credit are not available for innerwear or accessories.

6. Loyalty Points (Reward Program)

Where Al Ikhsan runs a reward program, you can redeem points for discounts on purchases. Please note the following:

Points redeemed during purchase are applied as an immediate discount on the order.
In the event of an exchange or return, redeemed points are considered used and will not be reinstated to your account.
Refunds or store credit (if eligible) will be calculated based on the amount paid after the discount or points redemption.
You will continue to earn new points on subsequent purchases based on the actual amount paid.

7. Return Shipping

For defective or incorrect items, we will cover the return shipping costs. A prepaid return label will be provided upon approval.
For all other returns (e.g., change of mind), the customer is responsible for return shipping costs.

Note: Return shipping policies do not apply to innerwear, intimates, or accessories, as these items are non-returnable.

8. TikTok Shop Refunds

For orders placed via TikTok Shop, refunds are handled directly by TikTok. Al Ikhsan can only accept or appeal return requests. Once the return is complete, TikTok processes the refund. For refund issues, please contact the TikTok Shop Help Center.

9. Environmental Responsibility

We encourage customers to reuse packaging when returning items, or to consider donating unwanted items to reduce waste. Together, we can make a positive impact on the environment!

10. Frequently Asked Questions (FAQs)

1. What happens if I miss the 15-day deadline?

While we encourage timely requests, we may consider exceptions for extenuating circumstances. Please contact us to discuss your situation.

2. Can I exchange for a different size or colour?

Yes! If the item is available, we're happy to arrange an exchange at no extra cost (for defective or incorrect items).

3. Do you charge a restocking fee?

No, we do not charge restocking fees for eligible returns.

4. Are innerwear and accessories returnable?

No, for hygiene and safety reasons, innerwear and accessories are non-returnable and non-exchangeable. Please choose these items carefully before purchasing.

5. How long does it take to receive my refund?

Refund processing times vary by payment method:

FPX / online banking: 3–7 business days.
Credit or debit card: 5–10 business days.
E-wallets (Touch 'n Go, GrabPay, ShopeePay): 1–3 business days.
DuitNow QR: 3–7 business days.
Atome: 3–5 business days.

11. Contact Us

For any refund inquiries, reach out to us through our Contact page. We're happy to assist you and ensure your satisfaction!