Return & Refund Policy


1. Mula Returns Policy.

Yes you can, within 7 days of receiving an item ordered from the Mula online store (www.mula-official.com) or any of our online stores if you are not completely happy with. If you opt to return via post, the tracking number or item must reach our team within 14 days. Any late submission of items or tracking number will not be entertained.

YOU MAY RETURN FOR EXCHANGE :

  • All item(s) must be returned to us undamaged, unsoiled, unwashed, unaltered, and unworn.

  • All item(s) must be returned in the original selling condition and include the original product packaging, price tags, and labels.

  • Items that are damaged, marked or found to have manufacturing error are acceptable for return and exchange. New item in good condition or another item with the same purchased value will be returned to the customer.

  • Maximum ONE return & exchange process for ONE Order ID/Receipt. 

  • Raya Item: Return & exchange is only applicable for designs within the particular year of Raya collection only. In the case where the item is Out of Stock or defective, customers will be entitled for a full refund. Maximum one-time Return & Exchange per Order ID/receipt is allowed.


YOU MAY NOT RETURN FOR EXCHANGE :

  • Accessories such as Pin Pin are not returnable.

  • Wrong washing, storing, or ironing methods that may cause product damage will not be entertained.

  • Sale items and purchases made with discount coupons are not returnable, exchangeable & refundable.

  • Damaged, soiled, washed, altered, and worn item(s) are not returnable by any chance.

  • Due to lighting effects, monitor’s brightness, contrast setting, etc., there could be some slight differences in the colour tone of the pictures and the actual item.

  • Please note that any order purchased from Personal Shopper or preloved item is not under Mula’s responsibility.

 

RETURN FOR EXCHANGE PROCESS:

ONLINE STORE  (www.mula-official.com)

Return & Exchange Method (Online):

STEP 1: Review Checklist

STEP 2: Email to mula.officialmy@gmail.com and request for return exchange process

STEP 3: Fill in the details required and wait for approval

STEP 4: Packing & Return

  • 14 days from arrival of package for local and overseas delivery.

  • Item is in original condition with price tag and label

  • Item not damaged, washed or stained

  • Item has not been altered

Our working hours are on Monday to Friday from 9 am to 6 pm.


2. Mula Official delivery charge.


ONLINE 

Please note that courier charges for your return package will NOT be covered by Mula Official Enterprise.

  • Please obtain a delivery receipt from the courier company of your choice or record your tracking number to trace your return package if it reaches our warehouse.

  • Mula Official will not be liable for any loss or damage of your return package and/or product (s) handled by the courier company of your choice.


ONLINE:

  • If you wish to cancel your order please contact our Mula Team.

  • No cancellation fees shall be applicable.

  • Once an order has been placed, it can't be cancelled.

  • Once the order has been dispatched, it may not be cancelled and the item must be returned to the company according to the guidelines provided by Mula Team.


ONLINE: 

  • All product descriptions, information and materials posted in the website are provided 'as is' and without warranties express, implied or otherwise however arising.

  • Product image as seen on the website may slightly differ from the actual product that you receive. 

  • Due to lighting effects, monitor’s brightness, contrast setting, etc., there could be some slight differences in the colour tone of the pictures and the actual item. 

  • If the item you received is faulty, please contact our Mula Team.

  • Upon receiving the product, we will examine it and we will advise you on the status of the replacement or refund (if any) via email as soon as possible.

  • In the event the product returned is not faulty, we may at our discretion decide not to repair, replace or refund you for the product and/or we may require you to pay all reasonable delivery costs and servicing costs at our current standard fees.

 

5. Defective / Faulty Items

This is mightily embarrassing and we will have them all covered. We are very sorry and will make it up to you in any possible ways! Please drop us an email with the following details:

  • Order ID (#XXXXXX)

  • The matter of the issue (defective/faulty)

  • Pictures or videos, whichever applicable

  • Opt for Full Refund / Exchange with the same value item (s). Please provide your banking details to ease the refund processes.

 

6. Refund

Customer will be entitled for a full refund in the event of:

  • The customer received a parcel with a missing item(s), faulty item(s).

  • Item (s) ordered is out of stock.

  • Item (s) requested to be exchanged is Out of Stock.

Please note that the refund process will take a maximum of 14 working days.

 

7. Product Guarantee

We heard you and always prioritised our customers. All regular price items are now provided with a unique product guarantee.

Product(s) is promised to be delivered on time from the processing date (max 10 working days). However, this treatment is not applicable during peak season and big sale campaigns.

Product(s) is promised guarantee to be in the perfect condition as advertised. We are very concerned about every cent spent.

 

CONTACT OUR MULA TEAM

Email: mula.officialmy@gmail.com