Refund Policy

Scale Story Webstore Refund Policy
Owned and operated by Scale Holding Sdn. Bhd.

Last Updated: May 26, 2025

1. Scope & Eligibility

Applies only to purchases of LingJi 鳞记鱼鳞冻 made via www.scalestory.my.

2. Refund-Eligible Products

Customers may request a refund for products that meet all of the following:

  1. Were received in defective condition (e.g. off-smell, leakage).
  2. Remain unopened and unused (minimum 6 bottles per return).
  3. Returned within the allowable timeframe.

3. Non-Refundable Items

  • Opened or partially consumed bottles.
  • Products damaged after delivery due to mishandling.
  • Items purchased on sale or with promotional vouchers, unless otherwise permitted.

4. Refund Request Window

Application Period: Within 3 calendar days of “delivery received” date.

Requests made after this window will not be accepted.

5. How to Submit a Refund Request

  1. Email our support team at support@scalestory.my with:

    Your order number

    Photos or a short video clearly showing the unopened bottles and the defect

    A brief description of the defect or reason for return
  2. We will acknowledge your request within 3 business day.

6. Return Shipment

  1. Once approved, we will provide a prepaid return label.
  2. Pack the minimum 6 unopened bottles in original packaging.
  3. Drop off the package at the designated courier within 3 calendar days of approval.
  4. Failure to ship within this window may void your refund.

7. Inspection & Approval

  • Upon receipt at our headquarters, we will inspect returned bottles for compliance.
  • Inspection is completed within 7 working days of arrival.
  • We reserve the right to deny refunds if conditions are not met.

8. Refund Processing

  1. Approved refunds are issued to the original payment method.
  2. Processing time: within 7 working days from inspection approval.
  3. You will receive an email confirmation once the refund has been processed.

9. Order Cancellations

  • Orders may be cancelled free of charge before dispatch by emailing support@scalestory.my.
  • Once dispatched, the standard refund process applies.

11. Contact Us

For any questions or assistance, please reach out:
Scale Holding Sdn. Bhd.

Address: No. 19, Lorong Industri Ringan 4, Kawasan Industri Ringan, Juru, Simpang Ampat, 14100 Pulau Pinang, Malaysia

Thank you for choosing Scale Story. We’re committed to your satisfaction and will do our best to resolve any issues promptly.