In what condition do we accept product exchange and/or refund?
We allowed to return products within 7 calendar days from delivery date under the following circumstances:
a) Manufacturing defects.
b) We delivered the wrong item.
c) Products that have a 3 month warranty description will be honoured.
Product return policy and procedures
(a) In the event of you not satisfy with the product please submit a complaint or a request for return or refund, and contact our Whatsapp Customer Service team at 6 012 904 1966 or email@example.com. Our support team is available Mondays - Fridays, 9am - 6pm.
(b) What do we need to verify that the item is allowed for exchange or return?
In most cases, we will need buyer to get a few photo or video (hand phone standard is sufficient, no need studio photograph ) of the item, show us (send via email or Whatsapp to our Customer Service) where is the problem and we will get it processed. Off course, we will need to know the order ID too. We will give confirmation via email either it is allowed for exchange or refunds.
(b) (i) How to send the item back to us.
Once our support team confirms the return, we shall send you (buyer) a digital consignment note (PosLaju). The buyer required to print the digital consignment note and paste it on the return parcel. We will arrange PosLaju to pick up the item from the buyer’s address. If the buyer prefers us to pick up the return item from another address like their work place, please do let us know too.
(ii) How to pack the return parcel.
The buyer has to ensure that the parcel has all the items including the packaging in it. Make sure the parcel is not see-through and is well sealed. Paste the consignment note on the parcel.
The returned goods/products will be checked with the receipt together and the goods should be in the good condition. The packaging should also be in original condition in original shipping container as received. If the goods/products has been used or damaged by the customer, there will not be any refund. AIM Webmarket will also not be responsible if your shipment is lost during the return transit.
(c) Exchange or Refund?
We will suggest buyer to accept product exchange as a first option. In any case, the buyer shall have the option to either get refund for the item's amount paid as stated in the sales order, or product replacement (same SKU). However, in the event where the particular item is out of stock, we shall refund the amount to you (buyer).
(d) How long does it take?
The product return or refund normally takes about 14 working days to complete after the product return we received. We will try our very best to shorten the process. Once we have checked and confirm the goods/products, customer will received their refund within fourteen (14) working days after the confirmation.
(e) Communication with seller.
Any communication with the seller please email firstname.lastname@example.org or Whatsapp Customer Service team at 6 012 904 1966 (Aim).
(f) Delivery cost.
Delivery cost for returning item shall be borne by seller if you follow the procedure of using our digital consignment note. We shall also bear the cost of sending the item back to the buyer.
(g) Buyer from countries other than Malaysia.
The verification process is similar to Malaysia-to-Malaysia returns. Seller will still bear the return cost if it meets the Product Return Policy requirements. The only difference is we will use other courier service company and the process will take up to 30 days depending on buyer location and stock availability (worst case scenario). In the case of refund, we shall refund in the same currency in which you paid to seller.
Refund or replacement will not be applicable for the following situations:
a) Missing Original packaging
b) Any item that has been worn, or altered.
c) Used items (for cosmetic and other personal items such as undergarments, adult toys)
We don’t accept the cases below :
Please contact us at email@example.com or 6 012 904 1966 if you have any questions or doubts.