Return and Exchange Policy
YOU MAY RETURN FOR EXCHANGE:
- All item(s) must be returned to us undamaged, unsoiled, unwashed, unaltered, and unworn.
- All item(s) must be returned in the original selling condition and include the original product packaging, price tags, barcodes and labels.
- Items that are damaged, marked, or found to be manufacturing error is an acceptable and new topic in good condition or another item with its purchased value will be sent back to the customer (subject to stock availability).
- You will be responsible for paying the costs of shipping your item back to us.
YOU MAY NOT RETURN FOR EXCHANGE :
- Accessories and Free Gift such as brooch (es), bag (s), and such are not returnable.
- Pre-order & Backout order item(s).
- Sale items or purchases made with discount coupons.
- Damaged, soiled, washed, altered, and worn item(s) are not returnable by any chance unless it is found to be manufacturing error or faulty beforehand.
- If we still received item like the said, we will send back to customer and customer will bear the postage.
RETURN FOR EXCHANGE PROCESS:
If the return tag is still attached and item is in an unwashed, unaltered, and unworn condition, returns will be accepted for changing to another/same item with same purchased value, store credit or full amount bank transfer. Return must be post back within:
a) 7 working days from arrival of package for local delivery.
b) 14 working days from arrival of package for overseas delivery.
c) Item(s) purchased from online can be exchanged with ONLINE and also through our HQ at Setia Alam, Selangor. Customer must first contact us for acknowledgement & stock arrangement.
24-1F, Jalan Setia Perdana BB U13/BB, Bandar Setia Alam,
40170 Setia Alam, Selangor, MY.
Tel: 012-342 6162
d) Our working hours are on weekdays from 9am to 5pm except during Selangor & National Public Holidays. Emails sent outside these hours will be replied on the next working day. Rest assured any enquiries will be answered. Email can be sent to firstname.lastname@example.org.
e) For all orders with missing, defect or wrong item, email us again at email@example.com with your order id (#XXXXXX) using subject header “Missing, Defect & Wrong”. You may call us too at 012-3426162. We will advise and help you accordingly.
To check the return and refund status, you may contact our customer care center via email at firstname.lastname@example.org.
f) Cancellation by Customer (Non-Faulty Product).
- If you wish to cancel your order please contact our CRM Team.
- No cancellation fees shall be applicable.
- Once order has been placed, it can’t be cancelled. It will be immediately processed by our third party warehouse hence, changes are not possible.
- Once the order has been made dispatched, it may not be cancelled and the item must be returned to the company.
g) Cancellation by Customer (Faulty Product)
- All product descriptions, information and materials posted in the website are provided ‘as is’ and without warranties express, implied or otherwise howsoever arising.
- Product image as seen on the website may slightly differ from the actual product that you receive.
- Due to lighting effects, monitor’s brightness, contrast setting, etc., there could be some slight differences in the colour tone of the pictures and the actual item.
- If the item you received is faulty, please contact our CRM Team.
- Upon receiving the product, we will examine it and we will advise you on the status of the replacement or refund (if any) via email as soon as possible.
- In the event the product returned is not faulty, we may at our discretion decide not to repair, replace or refund you for the product and/or we may require you to pay all reasonable delivery costs and servicing costs at our current standard fees.
h) Defective / Faulty Items
This is a mightily embarrassing and we will have them all covered. We are really sorry and will make it up to you in any possible ways! Please drop us an email with the following details:
Order ID (#XXXXXX)
The matter of the issue (defective/faulty)
Pictures or videos, whichever applicable
Opt for Full Refund / Exchange with same value item (s). Please provide your banking details to ease the refund processes.
Customer will get their full refund in the event of:
- a) Customer received parcel with missing item(s), faulty item(s).
- b) Cancelled order with valid reason
- c) Item (s) ordered is out of stock.
- d) ‘Special case’ request which will be reviewed and finalized by management.
Please note that the refund process will take a maximum of 14 working days.
6. Product Guarantee
We heard you and always prioritize our customers. All normal price items are now provided with special product guarantee.
Product(s) is promised guarantee to be delivered on time from the processing date (max 10 working days). However, this treatment is not applicable during peak season and big sale campaign.
Product(s) is promised guarantee to be in the perfect condition as advertised. We are very concern on every cents spent.
In the event of you experienced delay delivery, we will extend your return/exchange period to another two (2) days and you can opt for apology store credit for your next purchase.
CONTACT OUR CRM TEAM
Monday to Friday: 9am to 5pm
Saturday & Sunday: Off day