Thank you for shopping at ILHAM Books. We want to ensure you have a rewarding experience while exploring and purchasing our products on our website.
By placing an order or making a purchase with us, you agree to the terms set forth below along with our Privacy Policy and Terms of Service.
1. Order Cancellation
We understand that you may sometimes need to cancel an order. Our cancellation workflow is as follows:
Before the Order is Processed: If your order has not yet been processed by our team, you can easily cancel it yourself directly through your account dashboard on our EasyStore website.
After the Order is Processed (But Not Yet Shipped): If the order has already been processed in our system but has not yet left our facility, you may contact our customer service immediately via WhatsApp at +60 11-1060 1403 or email at ilhambooks@gmail.com. The order will be cancelled successfully provided the physical parcel is still inside our warehouse.
Once Shipped: Once a parcel has been picked up by the courier (EasyParcel / Ninja Van), we can no longer cancel the order.
⚠️ Important Exception for International Pre-Orders:
Please note that pre-ordered international titles are strictly not available for cancellation once the order is placed. Because these items are sourced specifically from overseas upon your request, we cannot cancel or refund these transactions at any stage.
2. Returns & Exchanges
We want you to be completely satisfied with your purchase. You are eligible to request a return or exchange under the following conditions:
Eligibility Window: You must report and initiate the return request within 7 days from the date you received the parcel (based on courier tracking records).
Condition of Items: To be eligible for a return or exchange, items must be pristine, unread, unused, in the exact same condition that you received them, and in their original packaging.
Valid Reasons for Return/Exchange:
Damaged or Incorrect Items: The item arrived torn, defective (e.g., misprinted or missing pages in books), or does not match the product ordered.
Change of Mind: We accept returns for a change of mind, provided that the customer bears all associated shipping costs (see Section 5 for details).
3. How to Initiate a Return
Contact our customer service via email at ilhambooks@gmail.com or WhatsApp at +60 11-1060 1403.
Provide your Order ID, reason for return, and clear photo/video evidence showing the current condition of the item.
Once our team verifies and approves your return request, we will provide you with instructions on how to return the product to our warehouse.
4. Refund Process & Methods
Once your return is received and inspected by our warehouse team, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed. Depending on your location and preference, we offer refunds through several flexible methods:
For Local (Malaysian) Customers:
Direct Bank Transfer: Credit back directly to your local Malaysian bank account.
Store Credit / Voucher: Issued as a digital coupon code to be used for your next purchase on our EasyStore website.
Cash Refund: Provided on a case-by-case basis as agreed upon with our support team.
Original Gateway Reversal: Reversal via our payment gateway partner (Fiuu) back to your original payment method (where applicable).
For International Customers:
PayPal: International refunds will be credited securely via PayPal back to the customer's account.
Refund Processing Time: Approved refunds are typically processed within 7 to 14 business days.
5. Shipping Fees for Returns
Faulty/Incorrect Items (Our Error): If the return is due to our error (damaged, defective, or wrong items sent), ILHAM Books will fully bear the return shipping costs or arrange a replacement delivery at no extra charge.
Change of Mind: If you are returning or exchanging an item due to a change of mind, the customer is fully responsible for paying the shipping costs to send the item back to our warehouse, as well as the delivery fees for any replacement items. Shipping fees are non-refundable.
6. Contact Us
If you have any questions about our Shipping, Return, and Refund Policy, please do not hesitate to reach out to us:
Email: ilhambooks@gmail.com
WhatsApp / Phone: +60 11-1060 1403
Operating Hours: Monday – Sunday, 9:00 AM – 6:00 PM