i) Return policy:
- Kaunselor shall not provide any cash refunds for any products sold.
- The products sold may only be returned and exchanged with the same design or type of a different size within seven (7) days of receiving the products.
- Customers are to email Kaunselor the order receipt and the details of the item that they wish to exchange and return the unwanted items to Kaunselor within seven (7) days of your order receipt.
- The products returned shall be UN-USED, UNWORN, UNWASHED and UNALTERED and the product tags shall not be tampered with.
- If there are any price differences, customers are to top up the difference in order for the customer to be eligible for a replacement.
- Customers are to ensure Kaunselor that the product is returned in the same condition as it was when it was first received and is packaged properly.
- If the returned items are damaged or soiled, it may not be accepted and may be sent back to the customer and a replacement shall be refused.
ii) Delivery policy:
- Kaunselor aims to ensure that the delivery of the product to its customers at the place of delivery requested in their order and corresponds to the delivery time indicated by Kaunselor at the time of the customer’s order checkout.
- All risk in the product shall pass to the customer upon delivery, except that, where delivery is delayed. Kaunselor shall aim to let customers know if they are unable to meet the expected delivery date. Kaunselor will not be liable to its customers for any costs, losses, damages, liabilities, charges or expenses arising out of late delivery to the extent permitted by law.
- Upon delivery, customers are required to provide a confirmation by signing a delivery receipt. Customers agree to inspect the product for any obvious damage or faults before they sign the confirmation for delivery. Customers must keep the receipt of the delivered product for any future correspondences with Kaunselor regarding the product.
- Please be informed that in the event Kaunselor is unable to deliver to certain locations, Kaunselor will contact customers using the contact details provided when making the order to arrange for a cancellation or an alternative delivery address.
- Kaunselor shall aim to deliver in its standard packaging. If there are any special packaging requested customers, it will be subjected to additional charges.
- If customers are unavailable to receive delivery or collection, Kaunselor may leave a card or note or email giving you instructions on either a re-delivery or collection from the courier company.
- If delivery or collection is delayed through customer’s unreasonable refusal to accept the delivery or if customers do not (within one week of Kaunselor’s first attempt to deliver the product) Kaunselor may (without affecting any other rights or remedies available to us) proceed with the following:
a. Charge customers for any storage fee and other costs reasonably incurred by Kaunselor; and
b. no longer make the product available for delivery or collection and notify the customer that Kaunselor will immediately cancel the applicable contract, in which case Kaunselor will refund customers or its credit or debit card company as applicable any monies already paid to Kaunselor under the contract, less our reasonable administration charges (including for attempting to deliver and then returning the product, and any storage fees as provided for above).
- Customers hereby acknowledge that the products are standard and not made bespoke to fit any particular requirements that they may have.
iii) Fulfillment policy:
1. Starting at the top right, you can see we will receive the orders from the customers through email. Later, we shall inform our distributer about the items in your customer’s shopping basket. We shall offer products for sale that are in stock and available for dispatch from our distribution center
2. Please be aware that we may be unable to deliver selected item due to production problems or quality check issues identified when we receive an order into stock.
3. Once we received your purchase order, we shall give you a confirmation order and delivery date on the same day. If the items are unavailable or out of stock, we must inform you about it in the Confirmation Order. This email is NOT an acceptance of your order, just a confirmation that we have received it. Unless you cancel your order, acceptance of your order and completion of the contract between you and Kaunselor will be completed when we email you to confirm the goods have been dispatched.
4. Once the items have been printed and sorted, the next step is picking, packing and shipping. During this process, we aim to do multiple quality control checks to ensure your order fulfillment accuracy. The majority of units are picked in batches prior to moving to a sortation area. Once in the sortation area, units are then grouped into individual orders and are then moved to a packing station. Our packers are trained to pack orders into the smallest box or package possible while making sure there’s adequate protection.
5. When the items are shipped, we will then close the order within our Fulfillment Control Panel, which you are able to see. We shall send tracking numbers for each order back to the customers. This will be a trigger for you to easily track your item.
6. Once you received your item, you need to sign the Delivery Order received confirmation. Later, we will receive it either from Pos – Malaysia or other Courier Company.
iv) Complaint policy:
- We place great value on our customer satisfaction. You may contact us at any time using the contact details given in clause 1.1 of these Terms and Conditions. We will attempt to address your concerns as soon as possible and will contact you upon receipt of any relevant inquiry or complaint. In some cases, it may take a longer time to resolve such an inquiry or complaint.
- In the event of a complaint it will help us if you can describe the object of your complaint as accurately as possible and, where applicable, send us copies of the Purchase Order or at least the Purchase Order number that we have assigned to you in the Purchase Order Confirmation. In rare cases, your emails may be caught in our spam filters or unable to reach us, or correspondence that we send to you may otherwise not have reached you. Should you not have received any response from us within five (5) Business Days, please make further inquiries.