According to the Malaysian Consumer Protection Act 1999 and relevant consumer rights protection regulations, we are committed to providing fair transactions and comprehensive return guarantees for consumers.
1. Scope of Policy
1.1 Product Scope:
- Applicable to products on the website that are explicitly marked as returnable.
1.2 Exclusions:
- Certain products that by their nature are not suitable for return, such as customized items and certain perishable goods.
- Refer to the exceptions described in the Malaysian Consumer Protection (Electronic Commerce) Regulations 2012, Section 17.
2. Return Application Process
2.1 Application Channels:
- Log into your official website account, select the order for which you need to initiate a return from the “My Orders” page, and click “Request Return”.
- Provide proof of purchase (order number and delivery confirmation), with the application reason being “No Reason”.
2.2 Review and Confirmation:
- The customer service team will verify the application within 2 business days in accordance with Part 3, Section 19 of the Consumer Protection Act.
3. Return Operations
3.1 Product and Packaging Requirements:
- The product and its original packaging, labels, manuals, etc., must be intact and undamaged. According to the “Product Integrity Rule,” items must not show signs of deliberate damage or missing parts.
3.2 Transportation and Logistics:
- Consumers can choose a partner logistics company to arrange the return or send it back to a designated return center on their own.
- The first return will be at our expense; however, if multiple returns occur due to personal reasons, the consumer might need to bear the shipping costs.
4. Inspection and Refund
4.1 Inspection Procedures:
- After receiving the return, the quality control department must verify the condition of the item within 3 business days to confirm it meets the return conditions.
4.2 Refund Timeline:
- Within 10 business days of inspection confirmation, the refund will be processed back to the original payment method used by the consumer. The finance department will liaise with banks or payment institutions to facilitate this process.
4.3 Handling Special Situations:
- If delays in refund processing occur due to technical issues with third-party payment platforms or banking procedures, consumers will be promptly notified and given appropriate follow-up services.
5. Customer Service and Support
5.1 Support Channels:
Customer service hotline: +60146559562
Online customer service ：Click to contact customer service
