Cancellation, Refund, and Delivery Policy

Cancellation Policy:

You may cancel your order prior to shipment only. Once your order has been processed and shipped, it cannot be cancelled. To cancel your order, please contact our customer service team at store@thecups.com.my with your order details.

Refund Policy:

We accept refunds only for wrong item(s) delivered. If you receive an incorrect item, please contact our customer service team within 1 day of receiving your order to request a refund. To be eligible for a refund, the item must be unused, in its original packaging, and in the same condition as when you received it. We will process your refund once we have received the returned item and verified its condition. The refund process may take up to 7 working days.

Please note that shipping and handling charges are non-refundable. The refund will be issued to the original payment method used for the purchase.

Delivery Policy:

We partner with reputable courier companies to handle the delivery of our products. Our delivery policy follows market standard terms and conditions set by these courier companies. While we strive to ensure timely delivery of all orders, we do not guarantee the exact time when your goods will be delivered.

Once your order has been shipped, you will receive a tracking number via email to track the status of your delivery. It is important to provide accurate shipping information to avoid delays or issues with delivery.

Please note that delivery times may vary depending on factors such as the destination address, courier company policies, and external circumstances beyond our control (e.g., weather conditions, holidays, etc.).

For delivery in major cities, it usually takes 3-7 working days to complete the delivery from the day of purchase. It might take longer if an address is categorized as out of the delivery area (ODA), which may take 7-14 working days. The delivery time frame may be different for different courier companies. Kindly refer to the courier’s service info for more accurate information.

If you have any questions or concerns regarding our cancellation, refund, or delivery policy, please contact our customer service team at store@thecups.com.my.