At De Stone Sdn Bhd, we strive to ensure that every customer is satisfied with their purchase. However, if you are not completely happy with your order, we offer a clear and easy return and refund policy to ensure your satisfaction. Please review the following terms carefully.
1. Eligibility for Returns
To be eligible for a return, your item must meet the following conditions:
- The product must be unused, in its original condition, and with all original packaging intact.
- The return request must be made within [number of days] days of receiving the product.
- A receipt or proof of purchase is required to complete your return.
If the product is damaged or defective upon delivery, please contact us immediately so we can arrange a return or exchange at no extra cost to you.
2. Non-Returnable Items
Certain items are non-returnable, including:
- Gift cards
- Downloadable software products
- Perishable goods
- Items on sale or clearance (unless defective)
Please check the product description carefully before making a purchase.
3. How to Return an Item
To initiate a return, please follow these steps:
- Contact our customer service team at [email address] or [phone number] to notify us of your intent to return the item.
- Provide your order number, a description of the issue, and any relevant photos if applicable.
- Once your return request is approved, we will provide instructions on how to send the item back.
- You will be responsible for the shipping costs of returning the item, unless the return is due to a defect or error on our part.
4. Refunds
Once we receive your returned item and confirm its condition, we will process your refund. Refunds will be issued to the original method of payment. Please note that it may take several days for your bank or payment provider to process and post the refund.
If the return is approved, we will notify you via email. If the return is rejected (e.g., if the product is not in its original condition or is outside the return window), we will provide details and discuss next steps.
5. Exchanges
If you wish to exchange an item for a different size, color, or product, please follow the return procedure and place a new order. Unfortunately, we cannot process direct exchanges through our system.
6. Shipping & Handling Fees
Shipping and handling fees for returns are non-refundable unless the return is due to our error or a defective product. You are responsible for all shipping costs associated with returning the item, unless otherwise stated.
7. Damaged or Defective Items
If your item arrives damaged or defective, please contact us within [number of days] days of receiving your order, and we will arrange for a replacement or full refund.
8. Customer Support
If you have any questions or concerns about our Return & Refund Policy, please don’t hesitate to contact us. Our team is here to assist you.
- Email: destonecmy@gmail.com
- Phone: +60 12 507 4966
We are committed to providing you with the best possible shopping experience, and we appreciate your understanding and cooperation.