Refund policy

Tilley Malaysia reserves the right to amend this policy at any time without prior notice. Customers are advised to read and understand the terms and conditions below to avoid any misunderstanding.

1. Order Cancellation, Exchange & Refund

Once payment has been accepted, no cancellation, refund, or exchange of products will be entertained.
Customers are responsible for inspecting all items immediately upon receipt.

2. Important Notice

Please note that Tilley Malaysia is not liable for any damage incurred during delivery.
All parcels are securely and carefully packed before dispatch to minimise the risk of damage.

3. Refund Eligibility

Refunds are only applicable for damaged or defective items and must be requested within fourteen (14) days of receiving your order.

To submit a request:

Attach a clear photo showing the damage or defect.

Specify which product is affected.

Provide a brief explanation of the issue.

Approved refunds will be issued in the form of credit points (discount vouchers) — not cash — redeemable on www.tilley.com.my
 for future purchases.

4. Re-Delivery of Damaged/Defective Items

To receive a replacement, the damaged or defective item(s) must be returned in their original condition as delivered.

Replacement items will be shipped at no additional charge.

Please note:
Returned items showing signs of use or further damage will not be accepted, and in such cases, both the shipping cost and the product(s) will not be refunded.

5. Return Authorisation & Procedure

Before returning any product, please email us at info@tilley.com.my
 for a Return Authorisation (RA) number.

Your email must include:

1) Full name, address, and contact details

2) Order Confirmation Number

3) Item(s) being returned and reason for return

Once your Return Authorisation is approved, an RA number and form will be emailed to you.
Please print and include the form in your return package.
All returns must be completed within fifteen (15) days of RA issuance.

Return items to:

Bakhache Luxuries (M) Sdn Bhd
No. 35-1, The Highway Center
Jalan 51/205, Petaling Jaya
46050 Selangor, Malaysia

6. Contact Us

For further assistance regarding returns or refunds, please contact us at:
📞 +60 12-934 7551
📧 info@tilley.com.my