RETURN, REFUND & EXCHANGE POLICY
1.1 This Return, Refund & Exchange Policy (“Policy”) is applicable to Users who have purchased Products through the Website.
1.2 This Policy provides Users who have purchased Products through the Website with options to return, refund, or to exchange Products.
1.3 All defined terms not otherwise defined in this Policy shall have the same meaning as that ascribed to the Terms & Conditions for Users.
1.4 If you have any further queries, kindly contact us here.
2. RETURN OR REFUND CONDITIONS AND PROCESS
2.1 You may request to return or refund any Products that you have purchased within 7 business days of receiving the Product at your delivery address for any of the following reasons:
the Product delivered is not what you ordered, or does not correspond with its description on
(a) the Website on the date of purchase; or
(b) the Product delivered is expired or damaged.
2.2 You may only return or refund Products that are:
(a) unconsumed, unused, unworn, undamaged and unwashed;
(b) in their original packaging;
(c) unopened and unmarked; and
(d) returned as a whole and not broken into parts.
For health & hygiene reasons, some Products are non-refundable and non-exchangeable. Kindly contact our team here to check if a specific item can be returned.
2.3 To proceed with your return or refund request, you must notify Sun Soon Fook Trading Sdn Bhd by emailing at the following email address, [email protected] within seven (7) business days of receiving the Product at your delivery address. Upon receipt of your return or refund request, Sun Soon Fook Trading Sdn Bhd will review your return or refund request and at Sun Soon Fook Trading Sdn Bhd’s sole discretion, decide to:
(a) replace the Product with a new item;
(b) give you a full refund for the Product;
(c) credit your account with the value of the Product; or
(d) inform you that your Product is not eligible for return.
2.4 Sun Soon Fook Trading Sdn Bhd will confirm your request for a return or refund through email and upon receiving such confirmation, you may return the Product by dropping it off at the address below:
Attn: SSF eStore
Sun Soon Fook Trading Sdn Bhd
47, Jalan Yew, Pudu,
55100 Kuala Lumpur,
Wilayah Persekutuan Kuala Lumpur, Malaysia.
2.5 You agree to arrange for and pay the costs of returning any Products to Sun Soon Fook Trading Sdn Bhd, be it by post or otherwise. Sun Soon Fook Trading Sdn Bhd reserves the right to deduct the cost of providing any collection service from the refund amount.
2.6 Sun Soon Fook Trading Sdn Bhd must receive and approve your return or refund request before your return or refund can be processed.
3. EXCHANGE CONDITIONS AND PROCESS
3.1 Sun Soon Fook Trading Sdn Bhd may allow for an exchange of products on a case by case basis. Kindly contact our eStore Assistant through email at firstname.lastname@example.org, who will then guide you on how to proceed with making the exchange.
3.2 Please note that you will be responsible for the costs of any delivery and/or collection services that may be incurred in the process of completing the exchange.
4. NO OBLIGATION TO RETURN, REFUND OR EXCHANGE
4.1 Sun Soon Fook Trading Sdn Bhd reserves the right not to accept any requests for a return, refund or exchange, and retains the discretion not to provide a reason for Sun Soon Fook Trading Sdn Bhd’s decision.
4.2 Without prejudice to the foregoing, Sun Soon Fook Trading Sdn Bhd reserves the right to decline the return or refund request, for any of the following reasons:
(a) The Product(s) is not returned in satisfactory condition in its original packaging; or
(b) The Product(s) has been opened, used or otherwise tampered with to the extent that it is no longer in a saleable condition.
For the avoidance of doubt, Products marked or otherwise indicated as “Final Sale” or other similar expressions are not eligible for return or exchange.