At CLICK CARTEL SDN. BHD, customer satisfaction is our top priority. While we strive to deliver the best quality products, we understand that there may be instances requiring a return. Below are the details of our return policy:
1. Conditions for Returns
We accept returns under the following circumstances:
- Products are defective or damaged upon arrival.
- The wrong product was shipped to you.
- The product is non-perishable, unopened, and in its original condition.
2. Non-Returnable Items
Due to the nature of our products, the following are non-returnable:
- Perishable items such as snacks that have been opened or consumed.
- Items purchased during promotional sales, unless defective.
- Personalized or custom-made products.
3. Timeframe for Returns
- Returns must be initiated within 7 days of receiving the product.
- A valid proof of purchase (order confirmation or receipt) is required.
4. Return Process
To initiate a return, please follow these steps:
- Contact our customer service at click-cartel@outlook.com or +6011-7221 2399 call with your order details and the reason for return.
- Provide clear photos of the product and packaging (if applicable).
- Once approved, ship the product back to us using the provided instructions.
5. Refunds
- Upon receiving and inspecting the returned product, we will process your refund or issue store credit within 7 business days.
- Refunds will be made to the original payment method unless otherwise agreed.
- Shipping fees are non-refundable unless the return is due to a defective or incorrect product.
6. Cancellation Policy
We understand that sometimes plans change.
Orders can be canceled under the following conditions:
-
Before Shipping:
If you wish to cancel your order, please contact us within 12 hours of placing the order. If your order has not yet been shipped, we will process your cancellation and provide a full refund. -
After Shipping:
If your order has already been shipped, we are unable to cancel the order. In this case, you may proceed with a return after receiving the item, in accordance with our Returns Policy. -
Custom or Special Orders:
Orders for customized or special request items cannot be canceled once placed.
To request a cancellation, please email us at click-cartel@outlook.com with your order number and cancellation request.
We will confirm the status and process accordingly.
7. Shipping Costs for Returns
- If the return is due to our error (e.g., defective or wrong product), we will cover return shipping costs.
- For other reasons, the customer is responsible for return shipping fees.
Contact Us
If you have any questions about our return policy, please reach out to us:
- Email: click-cartel@outlook.com
- Phone: +6011-7221 2399