On a case by case basis, Osenda Official will refund / replace goods / products that have been damaged / torn / broken before and during transit from place of origin. If the goods/products has been used or damaged by the customer, there will not be any refund.
To make a refund / replacement request, an e-mail must be sent sales@osenda.com.my within 7 days of receiving the goods / products. The e-mail must detail out the condition and problems of the products. Please do add images for further use. Once the e-mail is received, Osenda Official will open up an investigation and, under its sole discretion, determine whether a refund / replacement will be granted. If a refund / replacement is granted, the customer will received their refund within 30 days after the confirmation.
Osenda Official will also not be responsible if your shipment is lost during the return transit.