Refund Policy

PART I: NON-FAULTY PRODUCT

  1. CANCELLATION BY BUYER

If Buyer wishes to cancel an order before delivery, please email us at timetoframeit@gmail.com to obtain Diverse Integrated Sdn Bhd’s approval which subject to the terms of Diverse Integrated Sdn Bhd’s agreement. No cancellation fees shall be applicable. However, once an order has been shipped out, it can no longer be cancelled and the product must be returned to Diverse Integrated Sdn Bhd according to guidelines as provided in Part III of this policy.

  1. CANCELLATION BY DIVERSE INTEGRATED SDN BHD

Diverse Integrated Sdn Bhd may cancel an order where there is inadequate stock to fulfil such order or where the product has been wrongly priced or advertised. In such instance, the Buyer will be notified of the order cancellation via email or website system. The Buyer shall be entitled to a full refund of the purchase price paid and shipping fees.


PART II: FAULTY PRODUCT

  1. Minor colour variations due to screen display settings shall not be considered a defect.
  2. If Buyer received faulty product, please email us at timetoframeit@gmail.com and provide order number, Buyer name, product details and the reason for return, and whether Buyer requires a refund or product exchange.
  3. Upon receipt of the product, Diverse Integrated Sdn Bhd will examine it and Diverse Integrated Sdn Bhd will advise Buyer on the status of the refund (if any) or product exchange via email notification.
  4. Diverse Integrated Sdn Bhd may reserves the right, at its discretion, refuse to process a product exchange order, but instead to offer a refund as a substitute remedy subject to the clauses in Part III.
  5. In the event that the returned product is not faulty, Diverse Integrated Sdn Bhd may at its discretion, decide not to exchange product or refund Buyer for the product. Diverse Integrated Sdn Bhd may reserves the right to require Buyer to pay all reasonable shipping costs and servicing costs at Diverse Integrated Sdn Bhd’s current standard fees and costs, and Diverse Integrated Sdn Bhd will charge this to Buyer’s credit or debit card, or the payment details that Buyer provided to Diverse Integrated Sdn Bhd when Buyer placed an order, and, to the extent permitted by law, Diverse Integrated Sdn Bhd shall not be liable to Buyer for any losses, liabilities, costs, damages, charges or expenses as a result.
  6. Buyer must notify Diverse Integrated Sdn Bhd within forty-eight (48) hours of receiving the product, together with clear photographic evidence of the defect or damage.


PART III: RETURNS AND REFUNDS POLICY

  1. Buyer may apply for return of the purchased item to Diverse Integrated Sdn Bhd within seven (7) working days of receipt if Buyer is not completely satisfied with the purchase. To complete return procedure, Diverse Integrated Sdn Bhd will require a receipt or proof of purchase. Diverse Integrated Sdn Bhd will check the order details and send a return slip to Buyer via email, Buyer needs to complete the return slip with reason for return and Diverse Integrated Sdn Bhd will sign back the return slip to Buyer if Buyer is eligible for return or refund policy.  
  2. Buyer will need to send back purchased item to this address: 
    Diverse Integrated Sdn Bhd
    (Lot 452, Batu 61/2, Sg. Gadut, Industrial Park, 71450 Sungai Gadut, Negeri Sembilan.)
    Buyer may only apply for the return or refund of the purchased item in the following circumstances:
  • The item received is incomplete (missing quantity);
  • The item delivered to Buyer is materially different from the description provided by Diverse Integrated Sdn Bhd in the listing of the item; 
  • The item received has physical damage (e.g. shattered, dented);
  • The item received is faulty (e.g. mouldy, contaminated with foreign substance).

3. The product shall be unused and must be kept in its original packaging. Please keep all product labels and original packaging in intact condition. Diverse Integrated Sdn Bhd will not accept any returned products with missing original packing or product labels. Diverse Integrated Sdn Bhd will recommend Buyer to take a photo of the item upon receipt. In the scenario of an unforeseen error at Diverse Integrated Sdn Bhd’s end (e.g. damaged or wrong item delivered to the Buyer), Diverse Integrated Sdn Bhd will bear Buyer’s return shipping fee. In all other cases, Buyer shall bear the return shipping cost.

4. All items must be received by Diverse Integrated Sdn Bhd in order for a Buyer to be eligible for a refund of purchased item. Once the returned item is received and inspected, Diverse Integrated Sdn Bhd will send Buyer an email to notify Buyer of the approval or rejection of refund. If Diverse Integrated Sdn Bhd has approved the refund, the refund amount will be made to Buyer’s credit or debit card or designated bank account, whichever is applicable. Approved refunds will be processed within seven (7) to fourteen (14) working days.

5. Customized or personalized products (including but not limited to photo printing, custom sizing, special colour frames, engraving or made-to-order items) are strictly non-refundable and non-returnable unless there is a manufacturing defect or damage upon delivery.

Last update: 1 February 2026