Goods sold through the Store at retave.org are not eligible for any type of refund. RETAVE does, however, accept returns and exchanges for the specific reasons listed below, and only for orders placed directly through the Store at retave.org.
Returns and exchanges are available only to customers whose purchase was made and delivered within Malaysia. RETAVE does not offer returns or exchanges for orders placed or delivered outside Malaysia.
Valid Reasons for Returns and Exchanges
- The item is defective or has a manufacturing fault.
- The item you had purchased is not the item you wanted to purchase.
- The item arrived damaged, either in transit or upon opening the package.
- The item you received is not the one you ordered.
- The item does not match your purchases.
- You received a duplicate of the item.
- The item arrived incomplete, missing an accessory, insert, or bundled material listed at the time of purchase.
- The wrong quantity of items was shipped to you.
Proof of Purchase
A valid receipt or invoice is required for every return and exchange request. Bank statements and card statements are not accepted as proof of purchase. Please keep your receipt or invoice until you are certain of your purchase.
Eligibility Window
Returns and exchanges are accepted within 10 days of purchase. Requests made after this window will not be accepted.
Condition of Goods
To qualify for a return or exchange, the goods purchased must be unused, undamaged, and in their original condition, including all original packaging.
How to Request a Return or Exchange
Email [email protected] with your order number, a copy of your receipt or invoice, and the reason for your request. Our team will respond within 3 business days with further instructions, including the return address for physical items.
Do not send your purchases back to us before receiving confirmation from our team. Items returned without prior approval may not be accepted.
Outcome of Your Return or Exchange
Once we receive and inspect your purchases, we will notify you of the outcome. Where a return or exchange is approved, it is issued to your original payment method within 7 to 10 business days.
Return Shipping
When a customer returns an item to us for a return or exchange, the shipping cost is borne by the customer. Once we approve an exchange, we cover the cost of shipping the replacement item back to you. We recommend using a trackable shipping method for your return, as RETAVE is not responsible for items lost in transit on the way back to us.
