At NBDY, we strive to ensure your order reaches you in a timely and secure manner. Please read this policy for full details on shipping timelines, service coverage, and our return/exchange process.

1. Delivery Options

All orders are handled and delivered with care through our selected courier partner. Once your order is processed and dispatched, you will receive a tracking number via email or SMS so you can track your parcel in real time.

2. Delivery Coverage & Service Areas

Domestic (Malaysia)

Available delivery locations within Malaysia are shown at checkout. If your area isn't listed, we are unable to deliver there at this time.

International Shipping

We also ship to selected international destinations. As our fragrance products are classified as dangerous goods (flammable liquid), international orders are shipped via a DG-capable courier service. International shipping rates are calculated at checkout based on your delivery destination and total parcel weight — enter your shipping country at checkout to see the exact rate for your order.

We currently ship internationally to destinations including the United Kingdom, United States, Switzerland, Norway, other parts of Europe, Singapore, Australia, and the Middle East, subject to courier availability. If your country isn't available at checkout, we're unable to deliver there at this time.

Notes on international shipping:

• International availability may be limited to specific zones or couriers due to dangerous goods (DG) restrictions on fragrance products, and any DG surcharge will be reflected in the shipping rate shown at checkout.
• International orders may be subject to import duties, taxes, and customs clearance fees imposed by the destination country. These charges are the responsibility of the customer and are not included in the shipping rate collected by NBDY.
• International delivery timeframes and coverage will be confirmed at checkout and may differ from domestic timelines due to customs processing.
• NBDY is not responsible for parcels delayed, detained, confiscated or rejected by customs authorities due to the import laws of the destination country. Customers are responsible for ensuring the Products may be legally imported into their country.

3. Delivery Timeframes

Delivery timelines vary slightly by location. Shipping costs and estimated delivery times (typically 7–14 days) are shown at checkout. Delivery times are estimates and may be affected by courier delays, customs, or peak periods.

Delivery times are estimates only and are not guaranteed. NBDY shall not be liable for delays caused by circumstances beyond its reasonable control, including customs inspections, courier disruptions, adverse weather, public holidays, strikes, governmental actions, or other force majeure events.

4. Important Delivery Notes

• Delivery Attempts: Our courier partner will attempt delivery up to two times. If unsuccessful because the recipient is unavailable, the parcel may be returned to the depot or to us. Re-delivery fees may apply.
• Address Accuracy: Please ensure your delivery address and contact number are correct at checkout to avoid delays. NBDY is not responsible for delays or non-delivery caused by incorrect address/contact details provided by the customer.
• Delivery Completion & Risk: An order is deemed delivered once it is marked as delivered by the courier to the delivery address provided by the customer. Risk of loss or damage passes to the customer upon delivery, except where the loss or damage is directly attributable to NBDY's packing or manufacturing defect.
• Missed Deliveries: If delivery is missed, our courier will typically contact you directly to arrange redelivery.
• Weather & Holiday Delays: Deliveries may be delayed during public holidays, peak seasons, or due to weather conditions.
• Lost Parcels: If a parcel is confirmed by the courier to be lost in transit before delivery, NBDY will investigate the matter with the courier and, where appropriate, provide a replacement or other suitable resolution. Customers agree to cooperate with any investigation reasonably requested by NBDY or the courier.
• Refused Deliveries: Where an order is refused by the customer without a valid reason, or returned due to customer refusal or failure to accept delivery, NBDY reserves the right to deduct any shipping, return shipping, customs or handling charges incurred before issuing any refund, coupon or store credit, where applicable.

5. Order Tracking

Once your package is dispatched, a tracking link will be provided so you can monitor your shipment in real time.

6. Damaged, Defective & Incorrect Items

Every parcel leaves our warehouse with a tamper-evident seal sticker across the outer packaging. This sticker is your first checkpoint — please inspect it before opening your parcel.

To report a damaged, defective, or incorrect item, you must:

1. Contact us within 48 hours of receiving your parcel via WhatsApp Customer Support or email, quoting your order number.
2. Provide a mandatory unboxing video — unedited, continuous, starting from the unopened parcel showing the tamper seal sticker condition, through to the product and packaging inside. This video is our primary way of determining fault: whether the issue occurred in courier handling (e.g., seal sticker broken/tampered, external crushing) or was a pre-existing manufacturing/packing fault (e.g., product seal broken but sticker intact). Claims without this video cannot be processed, and photos alone are not accepted as a substitute.
3. Keep the original product, box, sticker, and all packaging materials — do not discard anything until the claim is fully resolved, including after the resolution below.

Resolution:

• Once your video is reviewed and fault is confirmed, we will issue a coupon code equal to the value of the affected product plus the shipping fee paid, valid for 6 months from the date of issue and redeemable for a repurchase on our website. Where appropriate and subject to stock availability, we may offer a replacement product. If the affected product is unavailable, NBDY may issue a coupon or provide a product of equivalent value, acting reasonably and at its sole discretion. Coupon codes are non-transferable, non-refundable, cannot be exchanged for cash, and may only be redeemed by the customer who placed the original order.
• Cash refunds will only be provided where required by applicable law or where NBDY determines, acting reasonably and at its sole discretion, that a refund is the appropriate remedy.
• The damaged/defective item must be returned to NBDY once the claim is approved — this is a condition of receiving the coupon or replacement. We use returned units for internal quality control and to improve packaging and handling going forward. We will arrange the return collection/shipping for verified claims within Malaysia; you will not be asked to bear this cost.
• International claims: As our fragrance products are classified as dangerous goods, return shipping from outside Malaysia may not be available through all couriers or to all destinations. Where physical return is not feasible, we will rely on the unboxing video and any additional evidence we request to assess the claim; NBDY reserves the right to request physical return where a suitable shipping method is available.
• Failure to return the affected item within the timeframe we provide, where physical return has been requested and is feasible, may result in the coupon/replacement being withheld or reversed.

7. Product Packaging & Seal Policy

7.1 Fragrance (Perfume) Products

Because our Extrait de Parfum products are fragrance/cosmetic items, they are subject to hygiene-related restrictions on returns:

• A fragrance item is only eligible for return, exchange, or coupon if the outer box seal is intact and untampered, the bottle is unused, and all original packaging is included — unless the item arrived defective, damaged, or with the seal already broken/torn on arrival (in which case Section 6 applies, including the unboxing video requirement).
• Fragrance items with a broken, torn, or missing seal that cannot be verified as a manufacturing or shipping fault are considered used/opened and are not eligible for return, exchange, or coupon, in line with standard hygiene practice for cosmetic and fragrance products.
• We reserve the right to inspect any returned fragrance item — including checking fill level, batch number, and seal condition against our dispatch records — before approving a coupon, replacement, or exchange.

7.2 NBDY Objects

Our Objects range (including the 2-Way Phone Sling, 2-in-1 Umbrella & Tote, The Essential Bag, Daily Face Towel, and Essentials Pouch) is sold sealed in original poly packaging.

• If the poly packaging seal has been torn or opened and no manufacturing or functional defect is present, the item is considered used and is not eligible for return, exchange, or coupon.
• A torn seal alone does not disqualify a genuine functional defect claim (for example: a broken zip, faulty clasp, torn seam or stitching, or a defective umbrella mechanism) — since these faults can only reasonably be discovered by opening the packaging and testing the item. Such claims are accepted provided they are reported within the 48-hour window with the required unboxing/inspection video, as set out in Section 6.
• Where the packaging has been opened and the item shows signs of use beyond what's reasonably needed to inspect or test for the reported defect, or where no functional defect can be verified, the claim will be treated under Section 9 (Return Verification & Fraud Prevention) and may be rejected.

7.3 NBDY Block

Bundle sets such as the NBDY Block Anthology Set are sealed with branded NBDY tamper tape across the outer case, in addition to the individual seals on each bottle inside.

• If the outer tamper tape has been torn or removed, the set is considered opened and is not eligible for return, exchange, or coupon — even if the individual bottles inside remain sealed — unless the tape was already broken on arrival due to a verified shipping or manufacturing fault (in which case Section 6 applies, including the unboxing video requirement).
• As with individual fragrance items (Section 7.1), any bottle within the set with a broken seal that cannot be verified as a manufacturing or shipping fault is considered used and is not eligible for return.

8. General Return & Exchange Conditions

• Return window: Defect/damage/incorrect-item claims must be reported within 48 hours of delivery, as set out in Section 6. This policy covers defective, damaged, and incorrect items only — we do not accept change-of-mind or no-fault returns, given the hygiene-sensitive nature of fragrance products.
• Condition required: Returns are only accepted where the issue is a verified defect, shipping damage, or incorrect item, as covered under Section 6.
• Non-returnable items: Opened/used fragrance products and Objects with opened packaging, outside of a verified defect (see Section 7), items marked as final sale, and items purchased on promotion/clearance are not eligible for return unless defective.
• Return shipping: For verified defective, damaged, or incorrect items, NBDY will bear the return shipping cost or arrange collection where physical return is required (see Section 6 for international exceptions).
• Resolution & timeline: All approved claims are resolved via coupon or replacement as set out in Section 6. We aim to review and respond to every claim within 5 business days of receiving your video and required information.
• Force Majeure: NBDY shall not be liable for delays caused by events beyond its reasonable control, including customs inspections, acts of God, strikes, pandemics, governmental actions or courier disruptions.

9. Return Verification & Fraud Prevention

To protect genuine customers and keep our prices fair, every returned parcel is inspected before a coupon, replacement, or exchange is approved. Please note:

• All returns are subject to inspection upon arrival at our warehouse, including item matching against the original order (product, batch/serial number, weight, and seal condition where applicable).
• We reserve the right to reject any return, coupon, or replacement claim where the item received does not match what was originally shipped, shows signs of use beyond inspection, has been swapped for a different or lower-value item, or where the unboxing video/photo evidence is missing, edited, or inconsistent with the claim.
• Approval of a return is not guaranteed simply because a request has been submitted — it is confirmed only after our warehouse team completes inspection.
• NBDY reserves the right to reject future orders, suspend customer accounts, refuse service, and report suspected fraudulent or abusive conduct to the relevant courier, payment provider or law enforcement authorities, where appropriate.

10. How to Start a Return

1. Contact us within 48 hours of delivery via care@nbdy.world, with your order number, reason for the claim, and your unboxing video.
2. Our team will confirm eligibility and provide return instructions (including the return address, if applicable).
3. Pack the item securely with all original packaging and ship it back, or await collection where arranged.
4. Once received and inspected, we will notify you of the outcome and process any approved coupon, replacement, or exchange.

11. Limitation of Liability & Governing Law

• To the fullest extent permitted by applicable law, NBDY's total liability arising out of or in connection with any order shall not exceed the purchase price paid for the affected Product.
• This Policy shall be governed by and construed in accordance with the laws of Malaysia.
• Nothing in this Policy excludes, restricts or limits any rights or remedies that cannot lawfully be excluded under applicable consumer protection laws.