Effective Date: 25/11/2026
Last Updated: 25/11/2026
1. INTRODUCTION
Welcome to Heartna.my (the “Website”), operated by [Heartna Enterprise] Heartna, a business registered in Malaysia under registration number [202303314783]
These Terms & Conditions govern access to and use of the Website and purchases made through Heartna.my.
By accessing the Website or placing an order, you acknowledge that you have read and understood these Terms & Conditions.
Heartna may update these Terms & Conditions from time to time. Changes will be published on the Website with an updated revision date. Changes will apply to future orders, subject to applicable law and any existing contractual or statutory rights.
2. PRODUCTS AND PRODUCT INFORMATION
2.1. Heartna endeavours to provide accurate product descriptions, photographs, fabric details, colours, measurements and other relevant information.
2.2. Actual colours may vary slightly due to screen settings, lighting, photography conditions and natural variations in fabric and dye.
2.3. Minor variations in fabric texture, pattern placement and measurements may occur due to the nature of the materials and manufacturing processes.
2.4. Customers are encouraged to review all product information carefully before completing a purchase.
2.5. Product availability is subject to stock levels. Heartna may introduce, update or discontinue products, colours, designs and collections from time to time.
2.6. Nothing in this section limits any rights customers may have where products fail to meet applicable legal requirements or their contractual description.
3. ORDERS AND ACCEPTANCE
3.1. By placing an order, you submit a request to purchase the selected products at the prices and on the terms displayed during checkout.
3.2. Orders are subject to successful payment verification, product availability and acceptance by Heartna.
3.3. An automated order acknowledgement confirms receipt of an order but does not necessarily confirm dispatch.
3.4. Heartna may decline or cancel an order where reasonably necessary, including where a product is unavailable, a pricing or technical error occurs, payment cannot be verified or fraudulent activity is reasonably suspected.
3.5. If Heartna cancels an order for which payment has been received, any refund due will be arranged in accordance with applicable law.
3.6. Customers are responsible for ensuring that their contact details, delivery address and order selections are accurate.
4. PRICING AND PROMOTIONS
4.1. Prices are displayed in Malaysian Ringgit (RM), unless otherwise stated.
4.2. Applicable delivery charges, taxes and other payable charges will be disclosed before checkout is completed, where applicable.
4.3. Heartna takes reasonable care to ensure pricing accuracy. If a pricing error is identified, Heartna will contact the affected customer and arrange an appropriate resolution, including cancellation and refund where applicable.
4.4. Promotional campaigns, vouchers, discounts, gifts and rewards may be subject to additional terms, eligibility requirements, validity periods and stock availability.
4.5. Any restrictions on combining promotions will be stated in the relevant promotional terms.
4.6. Heartna may amend or withdraw promotional offers in accordance with their stated conditions and applicable law.
5. PAYMENT
5.1. Payment may be made using the payment methods available at checkout.
5.2. Orders may be processed after payment has been successfully verified and the order accepted.
5.3. Customers are responsible for providing accurate payment information and ensuring that sufficient funds or credit are available.
5.4. If payment fails or cannot be verified, Heartna may contact the customer, delay processing or cancel the order as appropriate.
5.5. Third-party payment providers may apply their own terms and conditions.
6. DELIVERY AND SHIPPING
6.1. Heartna offers delivery throughout Malaysia and to selected international destinations, subject to the delivery options available at checkout.
6.2. Orders are generally processed within one to three business days after successful payment. Business days refer to Monday to Friday, excluding Malaysian public holidays. Processing may take longer during product launches, festive periods, promotional campaigns, sales or other peak periods.
6.3. Estimated delivery times within Malaysia, calculated from dispatch, are:
Peninsular Malaysia: 2–5 business days.
Sabah and Sarawak: 3–7 business days.
6.4. International delivery estimates will depend on the destination and the shipping service selected.
6.5. Delivery estimates are not guaranteed unless expressly stated otherwise. Delays may occur due to courier operations, weather conditions, public holidays, peak periods, customs clearance or circumstances beyond Heartna's reasonable control.
6.6. Tracking information will be provided where available. Customers should allow time for courier tracking systems to update after dispatch.
6.7. If tracking indicates that a parcel has been delivered but has not been received, customers should contact Heartna as soon as possible for assistance with the courier investigation.
6.8. Customers are responsible for providing accurate and complete delivery information. Additional delivery charges may apply if a parcel must be resent due to an incorrect or incomplete address or other circumstances attributable to the recipient, where permitted by law.
6.9. Shipping charges will be displayed at checkout. Free-shipping promotions may be offered subject to the terms of the relevant campaign. Unless otherwise stated, eligibility is calculated using the order value after applicable discounts and promotions.
6.10. For international orders, customs duties, import taxes, clearance fees and other destination-country charges may apply. Unless expressly stated otherwise, these charges are the customer's responsibility.
6.11. Customers should retain their order confirmation and tracking information until delivery is completed.
6.12. Further details are provided in Heartna's Delivery & Returns Policy, which forms part of the Website's published policies.
7. CANCELLATIONS, RETURNS, EXCHANGES AND REFUNDS
7.1. Customers should review their order details carefully before completing payment.
7.2. Orders may be cancelled only where the cancellation request is received before the order has entered processing or been dispatched, subject to applicable law. Orders containing personalised, customised or specially prepared items may not be cancelled once preparation has commenced, subject to applicable legal rights.
7.3. Heartna accepts return or exchange requests for eligible ready-stock items within seven days from the date the parcel is recorded as delivered. The request must be submitted within this period and is subject to the published eligibility requirements.
7.4. Eligible change-of-mind requests may be considered for an exchange or store credit, subject to approval and product availability. Change-of-mind returns do not automatically qualify for a cash refund.
7.5. Returned items must satisfy the conditions in Heartna's Delivery & Returns Policy, including requirements concerning use, washing, condition, original tags, labels and packaging.
7.6. Items purchased as Sale, Clearance, Final Sale, Flash Sale or under specified promotional conditions are generally not eligible for change-of-mind returns or exchanges where the applicable terms state this. This does not remove any statutory rights relating to defective, incorrect or misdescribed goods.
7.7. Customers are requested to report suspected defective or damaged items, incorrect items or missing items within 48 hours of receiving the parcel, with their order number and relevant supporting photographs or videos. Heartna encourages prompt reporting to help investigate and resolve the matter. This reporting period does not restrict any consumer rights or remedies that cannot lawfully be excluded.
7.8. Customers should not wash, wear, alter or attempt to repair an item suspected of being defective before contacting Heartna.
7.9. All return requests are subject to assessment and inspection. Customers must obtain return instructions before sending items back, unless otherwise required by law.
7.10. Where a return is approved, refunds will generally be processed within 5–7 business days after approval. The time taken for funds to appear in a customer's account may vary depending on the payment provider or financial institution.
7.11. Where applicable, refunds will be made to the original payment method. Store credit, where offered, is subject to the terms communicated when it is issued and will not replace a cash refund where a refund is legally required.
7.12. Original shipping charges for change-of-mind returns are generally non-refundable. Where an issue is confirmed to result from a Heartna error or a defective or incorrect item, applicable delivery charges will be addressed in accordance with the published policy and applicable law.
7.13. For change-of-mind exchanges, customers are generally responsible for applicable return and reshipping costs. Where an item is defective, materially incorrect or otherwise subject to a valid legal claim, shipping costs and remedies will be handled in accordance with applicable law.
7.14. For international orders, return shipping, customs charges, taxes and international shipping charges will be handled in accordance with the published policy and applicable law.
7.15. The complete rules and procedures are set out in the separate Delivery & Returns Policy
7.16. Nothing in these Terms & Conditions or the Delivery & Returns Policy excludes, restricts or modifies any consumer guarantee, statutory right or remedy that cannot lawfully be excluded, restricted or modified under applicable law.
8. CUSTOMER REVIEWS AND SUBMISSIONS
8.1. Customers may submit reviews, comments, photographs, testimonials, questions and other content through the Website.
8.2. Customers must ensure their submissions are truthful, lawful and do not infringe another person's rights.
8.3. By submitting content, customers grant Heartna a non-exclusive permission to use, reproduce and display the content for purposes associated with operating the Website and presenting customer feedback, subject to applicable law.
8.4. Heartna will obtain any consent required by law before using identifiable customer photographs, videos, names or testimonials in advertising or promotional materials.
8.5. Heartna may moderate or remove content that is unlawful, fraudulent, misleading, abusive or otherwise inappropriate.
9. INTELLECTUAL PROPERTY
9.1. Heartna's name, logo, branding, product photographs, designs, text, graphics and other Website materials are owned by Heartna or the relevant rights holders.
9.2. These materials are protected by applicable intellectual property laws.
9.3. Customers may access and use the Website for personal, non-commercial purposes.
9.4. Website content may not be copied, reproduced, distributed, modified or used commercially without permission from the relevant rights holder, except as permitted by law.
10. WEBSITE USE
10.1. Customers must use the Website lawfully and must not interfere with its security, operation or availability.
10.2. Unauthorised access, fraudulent activity, malicious software and attempts to compromise Website security are prohibited.
10.3. Heartna may temporarily suspend access for maintenance, security updates or technical reasons.
10.4. Heartna endeavours to maintain a reliable Website but does not guarantee uninterrupted access or that the Website will always be free of errors.
11. PRIVACY AND PERSONAL DATA
11.1. Heartna may collect and process personal data for purposes including order processing, payment administration, delivery, customer support, security and other legitimate business activities.
11.2. Personal data will be handled in accordance with Heartna's Privacy Policy and applicable Malaysian personal data protection laws.
11.3. Customers should read the Privacy Policy published on the Website for details about the collection, use, disclosure, storage and protection of personal data.
11.4. Relevant information may be shared with payment providers, couriers, website service providers and other service partners where necessary and legally permitted.
Privacy Policy: [Insert link to Heartna's Privacy Policy]
12. THIRD-PARTY SERVICES
12.1. The Website may link to third-party websites or services, including payment providers and delivery companies.
12.2. These services operate independently of Heartna and may be governed by their own terms and privacy policies.
12.3. Customers should review the applicable terms before using third-party services.
12.4. Nothing in this section excludes liability where Heartna remains legally responsible under applicable law.
13. LIABILITY
13.1. Heartna will exercise reasonable care in operating the Website and fulfilling accepted orders.
13.2. To the extent permitted by law, Heartna will not be responsible for delays or failures caused by circumstances beyond its reasonable control.
13.3. Heartna will not be responsible for losses arising from inaccurate information supplied by customers or failures attributable to independent third-party services, except where applicable law provides otherwise.
13.4. Nothing in these Terms & Conditions excludes or limits liability for fraud, wilful misconduct, death or personal injury caused by negligence, or any other liability that cannot lawfully be excluded or limited.
13.5. Nothing in these Terms & Conditions removes any mandatory consumer guarantee, statutory right or remedy available under Malaysian law or other applicable law.
14. FORCE MAJEURE
14.1. Heartna will not be considered in breach of these Terms & Conditions solely because performance is delayed or prevented by circumstances beyond its reasonable control.
14.2. Such circumstances may include natural disasters, floods, fires, epidemics, war, civil unrest, government restrictions, industrial disputes, major transport disruptions, power failures or significant interruptions to essential services.
14.3. Heartna will take reasonable steps to minimise the impact and resume performance as soon as reasonably practicable.
14.4. If an order cannot be fulfilled, Heartna will contact the affected customer and arrange an appropriate resolution in accordance with applicable law.
15. GOVERNING LAW AND DISPUTE RESOLUTION
15.1. These Terms & Conditions are governed by the laws of Malaysia, subject to any mandatory consumer protection laws that apply to the transaction.
15.2. Customers are encouraged to contact Heartna first to resolve any complaint or dispute amicably.
15.3. If a dispute cannot be resolved directly, either party may pursue any remedy available through the appropriate courts, tribunals or consumer dispute resolution bodies.
15.4. Nothing in this section prevents customers from exercising statutory rights available to them under applicable law.
16. GENERAL PROVISIONS
16.1. If any provision of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
16.2. A failure or delay by Heartna to exercise a right does not constitute a waiver of that right.
16.3. These Terms & Conditions apply to purchases made through Heartna.my only. Purchases made through other sales channels may be subject to the terms and policies applicable to those channels.
16.4. These Terms & Conditions should be read together with the Website's Privacy Policy and Delivery & Returns Policy.
16.5. Where these Terms & Conditions conflict with mandatory legal requirements, the applicable legal requirements will prevail.
17. CONTACT INFORMATION
For enquiries concerning these Terms & Conditions, orders, deliveries, returns, exchanges or refunds, please contact Heartna using the details below.
Brand: HEARTNA
Website: https://heartna.my
Registered Business Name: Heartna Enterprise
Business Registration Number: 202303314783
Business Address: A-7-22A, V-Residensi 2, Jalan Budiman 22/1 Seksyen 22, 40300 Shah Alam, Selangor, Malaysia.
Email: heartnahijab@gmail.com
WhatsApp: +60194817710
Operating Hours: 9:00 AM – 5:00 PM
Thank you for choosing HEARTNA. We appreciate your trust and support.
