Our return, exchanges and refunds policy lasts 7 days from the date of your receipt of our products. If you need to make a return / exchanges / refund request, please contact us at email@example.com together with your proof or receipt of purchase to advance your request before the end of the 7th day from your receipt of the products. After 7 days’ of your receipt of the products, no returns or exchanges or refunds requests will be entertained.
Once you have communicated your return / exchange / refund requests, you must provide proof of return shipping to us within 3 days’ of your request. If we do not receive the proof of return shipping to us after 3 day’s of receiving your request, we are not able to proceed to deal with your request. Please refer to the Shipping section below for more information about return shipping.
Note that we only allow returns or exchanges of items if the products received by you are defective or damaged. Items will fall under the returns category (and be eligible for refunds) if we are unable to exchange it with the same item due to availability issue and you do not agree to take up a different item. Otherwise, all items will fall under the exchanges category, where we will exchange the defective/damaged products you received with the same item or item of your choice of similar value or lesser.
If you need to make a return / exchange due to defective or damaged items, please send us an email at firstname.lastname@example.org to obtain further instructions from us.
For the avoidance of doubt, to be eligible for a return or exchange, the product must be sealed and in substantially good and the same condition as how you have received it. It must also be in the original packaging and all labels must be intact. To complete your return / exchange, we require a receipt or proof of purchase.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and whether the item received is in good and acceptable condition. We will also notify you of the approval or rejection of your return / exchange request. You shall receive a notification on our decision within 45 days calculated from the date we received your returned product(s).
If your request is approved:
~ For return products (eligible for refund), then you will receive a refund in the form of store credit of the value of items bought. An email notification will be sent to you once your store credit has been updated. We endeavour to update your store credit within 10 days after approval of your refund request.
~ For product exchange, we will ship out the replacement product within 10 days after approval of your exchange request. Note that the time for the replacement product(s) to reach you varies according to your location.
We reserve our rights to grant partial refund and/or reject any return / exchange / refund request outright if any item(s) is determined, in our sole discretion, to not be in its original condition, is damaged or have missing parts for reasons not due to our fault or there have not been a bona fide intention in your request.
Late or missing refunds
There is often some processing time before a refund can be approved and subsequently be reflected in your store credit. Please allow the requisite time to occur and please have a look at your store credit before contacting us. If the necessary time period has lapsed and you’ve accordingly checked your store credit, and you still have not received your approved refund in your store credit yet, please contact us at email@example.com
Only regular priced items may be refunded, returned or eligible for exchange. We regret to inform you that sale items cannot be refunded, returned or exchanged, except for exceptional circumstances as may be determined by the management of KetoMall Asia.
In the event of damaged items at the point of receipt, please retain the following proof: (a) a photo of the exterior of the damaged parcel; (b) a photo of the broken / damaged items in the parcel itself.
Both these photos would be required for us to process your claim arising from a damaged parcel. Please notify us of the damaged parcel via email ( firstname.lastname@example.org ) together with these photos.
Any claims arising from damaged parcels will be processed on a case-by-case basis.
To request for a return/exchange/refund of your product (for reasons other than damage), please mail the product received to: F66-2, Plaza Jelutong, Seksyen U8 Bukit Jelutong, 40150 Shah Alam, Selangor. You are required to provide the proof of return shipping to us within 3 days after submitting a request for return/exchange/refund.
You will be responsible for paying for your own shipping costs for returning your item to our address above. If you are shipping an item over RM100, we suggest that you use trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. If we do not receive the returned item, we will not be able to proceed with your return / exchange / refund request.
~ For approved returns and refunds, shipping costs incurred by you to return the defective or damaged item are not within the purview of our refunds. This means the refunds you receive will not take into account the shipping costs incurred by you to return the defective or damaged products to us.
~ For approved exchanges, the costs of return shipping by us to ship out the replacement products to you will be borne by both parties in equal shares. We will require you to settle your share of the return shipping costs after we have communicated the same to you, before we proceed to ship out the replacement product(s) to you. Depending on where you live, the time it may take for the replacement product to reach you, may vary.