Store Policy

How do I pay my order?

We accept Credit Card Payment via Paypal. Alternatively, you can make payment to our Maybank, RHB, or CIMB indicated in the invoice.

When will my order ship?

We ship within 2 working days upon payment received. We will not ship during Saturday, Sunday & Public Holiday. Take note that shipment cost will be calculated upon check out. Track you shipment HERE 

Malaysia Shipping Address : If your order not arrive within 5 working day, pls contact us.

Do you ship internationally?

Yes! Please contact us via email - sentuhanbayu@gmail.com for shipment quotation.

International shipment takes  4 - 6 weeks to arrive. VAT, customs & other import duties are not included and you may need to pay additional amount to collect your package. Always remember to check your country's import policies before ordering.

I received wrong order. What do I do?

First, we truly apologize for any mix up that may occur with the shipment of your order. Pls know that these instances are rare but do happen. Please contact us & we will make it right. 

I received my order but have some defect. What do I do?

Manufacturing defect do happen. As most manufacturer require their defective item to handled by them directly, please contact us & we will provide you the manufacturer contact. Take note that all items sold at our website have 1 year manufacturer warranty. 

I live near you, can I pick up my order?

At this time we are not able to offer in-store pickup for items ordered on Sentuhanbayu.biz . We do hope to offer this service in future.

Why won't you send my order via cheaper Pos Malaysia registered parcel for local orders?

We process a lot of orders during the day and have a pretty streamlined system which enables us to get your orders out in a timely manner.  Anything that requires us to hunt down a special box, packing material , special forms and sort out how much of your order we can stuff into that special box and how much won't fit only slows everything down. Sorry!

Can I order over the phone or SMS?

Yes, lots of people do. Reach us at +6 012 2001 911 

Why don't you answer your phone?

We try very hard to answer every call, but sometimes we are not able to get to the phone.  Leave us a message and we'll get back to you as soon as we can. Alternatively, send us a text (SMS) or WhatsApp at +60122010911.

What is your Return Policy?

* You may return or receive credit for any unwashed, unused, and in original packaging (if applicable) items within 30 days of original purchase date for a full refund (less shipping). 

* All products purchased from our Clearance, Gently Used & Defects Section are final sale and cannot be returned or refunded.

* Please complete our Return/Exchange Form which could be obtained by email to us SentuhanBayu@gmail.com.  This completed form MUST accompany all returns/exchanges.

* If free shipping was applied to the original order, the actual cost of shipping will be deducted from the purchase price.  Free shipping applies to items kept - we do this as we do not mark up our products to offer free shipping on your initial order and do not charge a restocking fee.  In order for us to continue to offer free shipping, if a product is returned we deduct our original shipping costs.  NEW  If you decide to do an exchange or receive store credit we will not retain any shipping costs!!


For example, if you purchase a RM10.00 diaper cover and you receive free shipping (the actual postage cost was RM1.30).  You return the diaper cover for a refund.  You will receive RM8.70 via the way you paid (RM10.00-RM1.30 the free shipping cost).  HOWEVER, if you would either exchange the diaper cover or request store credit the full RM10.00 would be applied to your exchange or given in store credit.  


* Usually returns are handled within a couple of days of us receiving them but please do allow up to 2 weeks for processing.  

* Please send Return/Exchange Form and item to:


SENTUHANBAYU

C502 DE ROZELLE CONDO.

JLN MERBAH10/1

47810 KOTA DAMANSARA

SELANGOR

+60122010911

*You must include the entire address.


* We stand behind our products and are confident that you will be happy with our products.

* Cloth Panty Liner & Cloth Pads cannot be returned for the health and safety of our customers.


 

What is covered in the warranty?

Manufacturer defects are those that are best described as a construction mistake which renders the product unusable. Examples of defects are (but not limited to) unsecure snaps or those that have fallen off, unraveled serging or stitching, and delamination.

 

Leaks, odor issues, fading, staining, repelling, and normal wear and tear are not covered under warranty.

 

Additionally, items that do not meet your performance expectations or those that you just don't care for are not considered defective.

 

Most manufacturers request that we send defective item issues directly to them for troubleshooting, repair, and/or replacement. Do not hesitate to contact us sentuhanbayu@gmail.com and we will be happy to assist your during your warranty claim transaction.