Policies

Shipping & Delivery

We deliver our handmade resin creations across Malaysia using local courier services. Each piece is carefully packed before dispatch to help ensure it reaches you safely.

• Shipping Days: Parcels are dispatched twice a week, every Wednesday and Saturday.
• Courier Service: We use local courier services for deliveries within Malaysia.
• Shipping Fees: Delivery charges are calculated at checkout based on your delivery address and parcel details.
• Processing Time: Partially ready-stock items, require approximately 7 working days for processing before dispatch. Made-to-order pieces typically take 7–21 days, depending on the order quantity and production requirements. If you’re planning a custom order, we recommend placing your order in advance to allow sufficient time for production and avoid potential delays.
• Delivery Time: Delivery times vary depending on your location and the courier service. Once your parcel has been handed over to the courier, delivery is outside our direct control.
• International shipping: not available at the moment
• Tracking information: shared once your parcel is on the way
• Self-collection: available by arrangement — contact us first to confirm the available date, time and collection details

Payment

Payments are made online through our secure payment page — online banking, e-wallet or card. Your order is confirmed automatically once payment succeeds. We don’t accept manual bank transfers or payments by approval.

Refund, Return & Exchange Policy

At AV Resin Studio, every personalised piece is made specially according to your order and requirements. Because each piece is individually handcrafted and created specifically for you, we are unable to accept returns, exchanges or cancellations.

We kindly ask that you review your order details carefully before confirming your order.

When can I request a refund, return or exchange?

We will consider a refund, return or replacement when there is a genuine issue with your order, such as:

• The item arrives significantly damaged during delivery
• You received the wrong product
• There is a significant production error that differs from the confirmed order
• The item has a serious defect that affects its intended use

If you experience any of these issues, please contact us as soon as possible with the required photos and/or unboxing video so we can review the situation and assist you accordingly.

What is NOT eligible for a refund, return or exchange?

The following are generally not considered valid reasons for a refund, return or exchange:

• Change of mind after placing the order
• Incorrect spelling or details provided by the customer
• Choosing the wrong colour, size or customisation option
• Minor variations caused by the handmade process
• Slight differences in colour, flower placement, bubbles, glitter, texture or finish
• Differences between the final handmade piece and a reference photo where an exact replica was not promised
• Delays caused by the courier after the parcel has been handed over for delivery

Because personalised items are created specifically for you, they cannot normally be resold to another customer. For this reason, please make sure you are comfortable with your selected design, colours, wording and personalisation details before confirming your order.

Before placing your order

We encourage you to ask us any questions or clarify any concerns before making payment. We are happy to explain the available options and what you can expect from your handmade piece.

By placing an order with AV Resin Studio, you acknowledge that you have read, understood and agreed to our Refund, Return & Exchange Policy, as well as our other Terms & Conditions.

Privacy

We collect only the information needed to prepare and deliver your order:

• Name
• Phone number
• Email
• Address
• Order details
• Payment and order information

Your details are used to process your order and communicate with you about it. We do not sell or share your personal information for unrelated purposes.

By placing an order with AV Resin Studio, you acknowledge, understand and agree that photos or videos of your finished product may be shared on our social media platforms and other marketing channels to showcase our handmade creations. We take care to respect your privacy and will not intentionally disclose your personal information as part of our promotional content.