Refund policy

CANCELLATION AND REFUND POLICY

This policy covers both Services and Products offered by our business. Please refer to the relevant section depending on your purchase.

SERVICES

Cancellation Period
Customers may cancel their service booking within 24 hours of making the reservation without penalty.

Cancellation Fees
No cancellation fee will be charged.

Refund Eligibility
Refunds will be issued for cancellations made within the allowable cancellation period (24 hours from booking). Refunds will be processed within 5-7 business days and will be credited back to the original method of payment.

Non-Refundable Services
All ticket purchases/booking purchase are strictly non-refundable and non-deferrable.

Process for Cancellation
To cancel a service booking, customers must contact our customer service department at info@sutraholistik.com / 0166506023

Changes to Reservations
Changes to reservation dates or times may be accommodated depending on availability and must be requested at least 48 hours before the scheduled service time. Additional charges may apply for changes made outside of this timeframe.

PRODUCTS

CANCELLATION PRIOR TO SHIPMENT

If you cancel your order(s) before it ships from our warehouse, you will not be charged any additional fees. We require a cancellation request to be submitted by emailing us at info@sutraholistik.com

Once the cancellation request is received, a full refund will be initiated. We would advise a cancellation request within 12 hours upon your order submission for a cancellation prior to goods shipment.

For all type of products, there is no cancellation can be made but you need to change the date 2 weeks before the booking date.

RETURN POLICY

The following are the policies to be eligible for return requests after shipment/ receipt of goods:

You are responsible for the cost and risk of returning the goods to us. You should send to our following address:
Torte by Daphne
Contact: 016-6506023
Business address: G-10, Menara Infiniti, Jalan SS 6/3, Kelana Jaya, 47301 Petaling Jaya, Selangor

Orders are returnable within 7 working days starting from the day the goods are delivered to you if they are incorrect, damaged or defective.

Only items that have been purchased directly from Sutra Holistik can be eligible for a return.

Any Sutra Holistik product purchased through other retailers is not eligible for this policy and must be in accordance to the respective retailers’ returns and refunds policy.

Goods are eligible for a return if the following are applied:

  • Incorrect: The item is not the item you ordered. Wrong size or the type is different from what is indicated on the order summary, or there are missing items inside the packaging.

  • Damaged: The items are found to be damaged upon receipt. Items has been tampered/refurbished or modified. Customers will be responsible for all shipping charges to return goods. Returns are applicable only for a complete Sutra Holistik product.

Returned items must meet the following requirements:

  • The item must be shipped back to us within 7 working days upon receipt. (as proved by the postal or courier receipt).

  • You have proof of purchase (order invoice number and receipt).

  • Item must be in new condition and returned in its original packaging and free gifts received with it. All packaging must be unused, unmarked and not defaced in any manner.

  • Item must be returned in the original box (or with, at least, suitable packaging) to protect the Product from damage during return delivered.

Change of order and cancellation of order will not be permitted once payment has been confirmed. Any cancellations due to a change of mind will not be accepted.

We reserve the right to reject any cancellation, refund that deemed unfit or unreasonable.

REFUND POLICY

Your full refund will be issued once we have received and examined the returned goods at our return center. Once the returned goods fulfil our return policy, the full refund will be initiated. The method of refund will be processed depending on your original payment method:

  • Online Bank Transfer, full refunds will be credited into your bank account via online bank transfer, which should be posted within 3-5 working days.

  • Credit card refunds services, refunds will be sent to the card-issuing bank.

Kindly contact your card-issuing bank with regards to the duration of the credit refunds.