EXCHANGE & RETURNS
RETURN, EXCHANGE AND REFUND POLICY
This Return, Exchange and Refund Policy shall only be applicable for purchase of Royal Expert Products through OEW’s Head Quarters or Authorised Royal Expert Resource Centres only. Item(s) that are purchased by customers (end users) are not allowed to be exchanged at the OEW HQ or Royal Expert Resource Centre and must be done through an OEW Authorised Dealer only.
- OEW in its best effort shall ensure that orders are correctly fulfilled. Should there be any discrepancy of products delivered and the Dealer wishes to return and refund, the Dealer must notify the management by completing and submitting the online form posted in Royal Expert’s official website within seven (7) days upon receiving the product(s). The management will contact the Dealer within seven (7) working days upon receiving the completed online form to guide the Dealer through the procedures in respect with the return/ exchange and refund of product(s) policy. The Dealer is advised to wait for further instructions for the next course of action. In the event the Dealer does not receive any reply from the management after the aforesaid period, the Dealer may contact the management either by e-mailing at email@example.com or calling OEW Group’s hotline at 03-5613 5626 for enquiries.
- If the Dealer opts for replacement or exchange of products, the particular affected product MUST be returned to OEW HQ strictly adhering to Clause No. 3. All replacements or exchange of products shall be subjected to stock availability.
- Only regular priced items are exchangeable within seven (7) working days from the date of delivery with the presence of original receipt and complete set of original packaging (inclusive price tag, care label, and other collateral insertions).
- Strictly no return, refund and exchange for any type of promotional item(s) or special priced item(s).
- Return/Exchange/Refund of products can be arranged under the following reasons:
- If any product has been delivered in a damaged or defective condition; or
- if the product is out of date or expired; or
- if the delivered product is wrong and/or different from the order
In addition, to clause a, b, and c above, Dealer shall return product in an unused and in its original condition, quantity and packaging as it is the first delivered product to the Dealer together with the proof of order, payment and delivery of the products.
- OEW reserves the sole rights to refuse any refund, return and exchange activities based on the condition of the item(s) and the fulfilment procedure as stated below:
A.) Items that are going to be returned, refunded or exchanged will be checked by the management representative to avoid any faulty or irregulated refunds, returns and exchanges. The management may request photographic evidences regarding faulty or incorrect item(s) before authorizing a return for full reimbursement. Items(s) that has any sign of use or wear will not be accepted and will be immediately returned to the customer with written consent.
- If any product which was not included in the Dealer’s Order is delivered to the Dealer, OEW shall collect the product from the Dealer.
- All refunds will be made via the same mode of payment within 2 months. Depending on the appointed financial institution’s refund policy and according to what is stated in the transaction receipt. The date of the refund will depend on the duration the appointed financial institution takes to finalise the refund. OEW shall not be liable for any losses, damages, costs or expenses that the Dealers or any related party may endure as a result of any circumstantial delays in the appointed financial institution’s processing time for the required refund.
- The Dealer is required to send back the affected product(s) to OEW HQ via a reliable courier service company at the following address: –
Attn: Customer Relations Department
No. 13, Jalan Nilam 2,Taman Peridustrian Teknologi Tinggi Subang,47500 Subang Jaya,Selangor
- Alternatively, the Dealer may also bring the affected product(s) directly to OEW’s HQ for exchange.
- The Dealer shall be solely responsible for the risks and condition of the product that is to be returned until it reaches OEW Group HQ or the selected Royal Expert Resource Centres. OEW will not be liable for any losses or damages of the product before it safely arrives at OEW Group’s HQ or the selected Royal Expert Resource Centres. The Dealers are advised to pack safely the product to prevent any losses or damages of the product or its box or its original packaging.
- An administrative charge of 5% will be deducted for processing and verifying the refund. Strictly no refund requests will be accepted after seven (7) working days from purchase date.
Ortus Expert White Sdn Bhd