The seller accepts any order cancellation and/or return of item purchased on BB King Kong’s webstore for the purposes of the buyer getting a full refund or to exchange it for another item, be it the same item or otherwise. Cancellations and/or returns shall be subjected to the terms and conditions of this Return & Refund Policy.
- Order Cancellation Request
1.1 The buyer is able to cancel an order if the buyer has not made full payment on the order, or the seller has not arranged shipment of the order, or the buyer has not made any prior cancellation of the order.
1.2 The buyer is only allowed one request for cancellation per order.
1.3 To cancel an order, first click on “Order” to locate the order. Click on the name of the order and subsequently, click on "Cancel Order" to initiate a cancellation request.
1.4 If the cancellation request is done before the payment is successful or before the seller has arranged shipment of the order, the order can be cancelled immediately. However, the order will be automatically cancelled by the system if it has not been paid within 3 days.
1.5 If the cancellation request is done after the seller has arranged shipment of the order, the buyer will need to proceed for return and refund request.
- Return and Refund Request
2.1 Request for return and refund of the purchase item must be submitted via email to firstname.lastname@example.org within seven (7) calendar days from the date received, by stating the reason(s) of return, the order number, the name of purchaser, the name of item purchased, the item to be returned and a clear image(s) of the said item if there has been a damage to it during transit.
2.2 The request for return and refund will be processed and reviewed within two (2) working days and subject to the seller’s approval. The buyer will receive an email notification stating that the buyer’s request for return and refund has been approved. Once the request is approved, the item shall be returned to the seller within seven (7) calendar days, which starts from the approval date of the request, to the date stamped on the parcel containing the item that the buyer has returned to the seller.
2.3 The item is to be returned to the following address:
Lot 1, Jalan Sinaran 6, Kawasan Perindustrian Sinaran, 43300 Kajang, Selangor.
2.4 Below is a list of acceptable reasons for the process of return and refund:
• The item received is physically damaged.
• The item is lost in transit.
• The item is incomplete i.e., there are missing accessories, or the quantity received does not match the purchase made.
• The item received is faulty i.e., there is a malfunction.
• The wrong item is received i.e., the item received differs from the item purchased.
3. Condition of the Item Returned
3.1 The request for return and refund will be accepted provided the item returned meets the following requirements:
• The item must be new and in good condition. Any item that has been opened, used, altered and/or worn will not be accepted for return and exchange.
• The item must be returned in the original packaging along with all accessories, including but not limited to, manuals, warranty cards, certificate of authenticity (if any) and free gifts received with it.
• The item must not have been used or installed or had any data inputted to it.
• Sealed items must not be opened.
- Shipping Fee for the Item Returned
4.1 In the event the buyer has a change of mind and requests for an exchange of item, the shipping fee of the item returned shall be borne by the buyer.
4.2 In the event of any damage, missing, incomplete, faulty and/or wrong item received, the shipping fee of the item returned shall be borne by the seller.
- Refund Process
5.1 The refund process will be initiated once the item has been received in good condition by the seller. In the event the item returned is not acceptable for return and refund, the buyer will be notified before the item is returned back to the buyer. In this instance, the buyer is responsible for the return postage fee.
5.2 Refunds will be made in the same form of payment originally used to make the purchase. The processing of payment may require some time and is subject to the third-party payment gateway provider’s payment process timeline.
- Customer Service
6.1 In any event of dispute or problems faced during transactions, all feedback is to be submitted via email.
6.2 BB King Kong reserves the right to modify this Return & Refund Policy at any given time without notice.