This policy explains when a refund, return or exchange is available for orders placed with Madam Roz Kitchenware Sdn. Bhd. Because our catalog is sold by the wholesale set, and cookware and utensils carry an inherent manufacturing tolerance in finish and appearance, this policy sets out what is and isn't covered, and should be read together with our Terms & Conditions.
Madam Roz supplies wholesale kitchenware sets, ranging from 3 to 24 pieces per SKU, priced and sold as complete sets rather than individual pieces. Because each set is packed against real stock on hand, and because cookware and utensils carry natural manufacturing tolerance in finish and appearance, this policy sets out clearly what qualifies for a refund, return or exchange so there are no surprises once an order is confirmed.
Unused sets in their original packaging may be returned for a refund or exchange within 7 calendar days of delivery, provided the full set is returned together and accompanied by proof of purchase. The Client is responsible for return shipping costs unless the return is due to our error or a defect covered under Clause 4. Partial sets, or sets that have been used, seasoned, altered or are no longer in resaleable condition, are not eligible for return under this clause.
Cookware, cutlery and utensils are checked by hand against the stated material, coating and gauge specification rather than machine-inspected item by item, so minor variance in finish is normal across a production run. The actual colour or finish of an item may also differ slightly from photographs shown on the website due to monitor brightness, display settings, lighting conditions and photo-taking environment. Variance within normal manufacturing tolerance is not considered a defect and is not eligible for return, refund or exchange under this policy.
If an item arrives damaged, defective, or with a fault beyond the tolerance described in Clause 3 — such as a coating defect, a loose handle or a cracked component — notify us within 72 hours of delivery at madam.kitchenware@outlook.com, including your order reference, a description of the fault, and clear photographs of the affected pieces and packaging. Claims submitted after this window may still be considered at our discretion but cannot be guaranteed. Once verified, we will offer, at our discretion, a replacement of the affected pieces, a partial refund reflecting the affected quantity, or a full refund where the fault affects the entire set and a suitable replacement is not available.
If we ship a SKU, quantity or set count that does not match your confirmed order, this is treated as our error and Clause 4 applies in full, at no cost to you, including return shipping of the incorrect items where applicable.
To start a return or claim, email madam.kitchenware@outlook.com with your order reference and the reason for the request. We will confirm eligibility, and where a physical return is required, provide instructions for how and where to send the goods. Please do not send items back before receiving this confirmation, as unsolicited returns may not be processed promptly.
Approved refunds are issued by bank transfer to the account used for the original payment, or another account you nominate in writing, within 14 business days of approval. Refunds are issued in Malaysian Ringgit (MYR); where the original payment was made in another currency, the refunded amount reflects the MYR value received, less any transaction charges already incurred by Madam Roz that are not recoverable.
The following are non-refundable except where the entire order is cancelled due to our error: outbound freight and courier charges once goods have been dispatched, and customs duties or import taxes paid on international shipments. These represent real, non-recoverable costs paid to third parties on the Client's instruction.
For bulk orders requiring a deposit, cancellation before the order has been packed and before the deposit has been committed to stock allocation is refundable in full. Cancellation after packing has commenced forfeits the portion of the deposit already committed to stock and handling costs incurred up to that point, with any remaining balance refunded. We will provide a breakdown of costs incurred on request.
Single-piece samples requested to evaluate material, finish or size before committing to a full wholesale set are charged at cost and are non-refundable, as they are set aside specifically for your evaluation. Sample charges may be credited against a subsequent bulk order at our discretion, where agreed at the time the sample is requested.
Exchanges for a different SKU or finish follow the same eligibility conditions as Clause 2 and are subject to stock availability. Exchanges are not available where the item falls within the tolerance described in Clause 3.
For any refund, return or cancellation request, contact madam.kitchenware@outlook.com or call +6010-433 9865, quoting your order reference. Our registered address is F-02-40, Kompleks Q, Jalan Dwitasik 1, Bandar Sri Permaisuri, 56000 Kuala Lumpur, W.P. Kuala Lumpur, Malaysia.