Refund policy

Last updated: 3 January 2026

At Serqiva, your satisfaction is our highest priority. We are committed to providing a transparent, fair, and customer-friendly return and refund process in accordance with applicable consumer protection regulations in Malaysia.

Eligibility for Returns

We accept returns only for defective, damaged, incorrect, or not-as-described items. Return requests must be submitted within 30 days from the date you receive your order. To qualify, items must be new, unused, and in original condition, including all original packaging, manuals, and accessories. Proof of purchase is required for all return requests.

Items that have been installed, custom or made-to-order products, and clearance or final sale items are not eligible for return unless they are defective.

Exchanges

Exchanges are accepted for defective, damaged, or incorrectly shipped items. Exchange requests due to change of mind may be considered subject to stock availability. All exchange items must meet the same eligibility and condition requirements as returns.

Return Method & Shipping

All approved returns are handled by mail via courier return or scheduled pickup. Once your return request is approved, we will provide a free return label or pickup instructions, depending on the courier. All return shipping costs are fully covered by Serqiva, and customers will never be asked to pay return courier fees.

Refunds & Processing Time

Refunds are issued exclusively to the original PayPal payment method used at checkout. After the returned item is received and successfully inspected, refunds will be processed within 10 business days. Processing times may vary depending on PayPal’s internal settlement procedures. All refunds are processed in MYR (Malaysian Ringgit). There is no restocking fee under any circumstances.

Order Cancellations

Orders may be cancelled within 12 hours of purchase. After this window, orders may already be in processing and may no longer be eligible for cancellation.

Need Help?

We’re here to help. Whether you have questions about a product, need assistance with an order, or simply want guidance choosing the right lighting, our team is ready to support you.

Email: info@serqiva.com

Operating Hours: Monday – Sunday: 11:00 AM – 9:00 PM

Address: 18, Jalan S2 B15, Seremban 2, 70300 Seremban, Negeri Sembilan, Malaysia.