1. General
All Goods sold by RACK ON SDN. BHD. are generally not exchangeable or refundable, except in the circumstances stated below.
2. Eligible Cases
A return or refund may be considered if:
- The wrong item was sent by the Company.
- The item received does not match the specifications, description, features, or information advertised on our website.
- The item is damaged or defective upon delivery.
- The order exceeds the delivery timeline stated in our Shipping Policy.
3. Required Evidence
To request a return or refund, You may be required to provide:
- A clear and continuous unboxing video showing the unopened parcel, shipping label, packaging, and item received.
- A clear video showing the first use of the item, where applicable.
- Relevant photographs, order details, or other supporting documents requested by the Company.
4. Request Period
All return or refund requests must be submitted to:
within 24 hours of receiving the item.
Requests submitted after the 24-hour period, or without the required supporting evidence, will not be accepted.
5. Refund & Return Process
Once a request is received, the Company will review the provided information and evidence.
If the request is approved, You will be provided with further instructions regarding the return and refund process.
The Company reserves the right to reject requests that do not meet the requirements of this policy.
6. Exchange Policy
Product exchanges are not available, except where the Company determines that the wrong item was sent or another qualifying issue under this policy has occurred.