Rumah Flava

Return Policy

Last updated: 1 May 2026

Your satisfaction is our priority. This page explains the conditions and procedure for returning products purchased at Rumah Flava.

1. Conditions Eligible for Return

A return can be filed if the product you received is:

  • Damaged on arrival (torn, wet, loose pages, etc.) — an unboxing photo/video must be attached.
  • Not as ordered (title, edition, or quantity differs from what was ordered).
  • Manufacturing defect (crooked printing, blank pages, etc.).

2. Conditions NOT Eligible for Return

  • Products that have been used, damaged, or altered from their original condition.
  • Products whose sealed plastic has been opened (for certain products such as sealed Qur'ans).
  • Returns due to a change of mind after the item has been received.
  • Requests filed after the deadline has passed (see point 4).
  • Products bought at a promo/clearance price (unless damaged/wrongly sent).
  • Pre-order products that have already been processed (unless the error is on our side).

3. Evidence Required

To file a return, prepare:

  • Order number.
  • A clear unboxing photo/video (ideally recorded from the still-sealed package until it's opened).
  • Photos of the damaged/incorrect item condition from several angles.
  • Shipping receipt (for the return shipment).

4. Filing Deadline

A return must be filed within a maximum of 3×24 hours after the package is received (based on the "received" status in the courier tracking).

5. Return Procedure

  1. Contact our customer service via WhatsApp or the email listed on the Contact page.
  2. Send your order number, photo/video evidence, and the reason for the return.
  3. Our team will review it within 1-2 business days and provide the next instructions.
  4. If the request is approved, send the product back to the address we provide. Return shipping is borne by Rumah Flava if the damage/error is on our side.
  5. Once we receive and inspect the product, the refund/replacement will be processed.

6. Forms of Return

Depending on the circumstances, a return may take the form of:

  • Product replacement — we send the same product (if stock is available).
  • Refund to your bank account — processed within 3-7 business days after the product is received and verified.
  • Refund to your points balance — optional, redeemable on your next transaction.

7. Order Cancellation

An order can be cancelled on your own before payment is made, or is cancelled automatically if the payment deadline passes. Orders that have been paid and entered the packing process cannot be cancelled.

8. Automatic Refunds (Orders Cancelled by the System)

If an order is cancelled by the system (e.g. stock ran out after payment), a full refund will be processed automatically within 3-7 business days to the original payment method.

9. Questions

If you have any questions about returns, contact us via the Contact page.