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Return Policy

No cancellation of order, EXCHANGE, or refund will be entertained, unless the item you have ordered is out of stock or we are unable to fulfill your order for any reason whatsoever.

If an item is defective, we will replace the item once the defective item is returned to us, provided that we receive notice of the defect within seven (7) days of receipt of such defective item by you, together with the receipt evidencing the purchase made by you.

To return a defective item, please contact our customer service department for assistance via email. Our contact details are as follows: DO NOT change directly to the address on the receipt. We will not entertain any walk-in exchange.

PLEASE CONTACT OUR CUSTOMER SERVICES TEAM, OUR OPERATION HOURS, MONDAY TO FRIDAY 9.00 AM - 6.00 PM. WE WILL RESPOND TO YOUR EMAIL WITHIN 3-4 WORKING DAYS.

We will only entertain returns within a reasonable cause. No exchange of size once you have made a purchase. However, the items must be in good condition and accompanied with the receipt evidencing the purchase of such items. Note that only items that are unworn, unaltered, unwashed, and in sellable condition can be returned to the informed address. The item must be in the same condition that you received it. Any accompanying tags must be intact and in the original packaging.

No exchange is allowed for goods that are not suitable for return due to health, protection, or hygienic reasons - such as bodywear, swimwear, and undergarments.

Items returned will not be refunded. Customers can choose to exchange a returned item with items of equal or lesser value (remaining balance forfeited). Exchange can only be done one time within 7 days of receiving goods or receipts at all Al-Ikhsan outlets.

NOTE: Please make sure to put the correct address and correct phone number.

***Customers who use any coupon might have to bear additional charges while exchanging size or item as it will follow the original price without any coupon discount. For example, a customer entitled to use a coupon for 30% off, but when exchanging, it will follow the original price without the 30% off, and the customer has to pay the balance amount. The discount will be applied only once.

***The same goes for voucher codes given; customers have to bear additional charges while exchanging size. For example, a customer entitled to a coupon with RM50, but when exchanging, it will follow the original price without the coupon amount. Promo code only applied only once.

***Customers will have to bear the additional cost of the current price if the item is not in promotion anymore. Even if the customer has informed before the item is shipped out, we will not entertain any exchange unless the customer is willing to add value. PLEASE NOTE THAT THE PRICE IS BASED ON THE CURRENT SYSTEM.

*** Exchange at any outlet depends on stock outlet

For exchanges on online purchases, you will bear the shipping cost in case you are not coming to our outlets. However, please note that the item may not be exchanged on the spot as it’s subject to stock availability. The return process may take up to 7 working days depending on the stock availability. We will not be responsible for any damage during the delivery to us.

Terms and Condition on Exchange Item

-- There are two ways to exchange items: you can walk-in to any of our stores or exchange within the warehouse.

-- Exchange can be proceeded after you receive your first order.

Here’s the terms and conditions for exchanging at the OUTLET:

  1. You can make an exchange at any of our stores, but it depends on the outlet's stock. Different outlets have different stock, which means the item you want may not be available.
  2. The item must be in good condition as same as like you received it, including the label, tag, box, and plastic.
  3. The item must not have been used or washed.
  4. The exchange is within 7 days after you receive the parcel, and kindly bring the receipt that has been included in your parcel for the exchange process. Plus, the exchange can only be done at once.
  5. If at the time of the exchange process there is a different price or additional price, you have to add it, as we have to follow the current/outlet price.
  6. If the item is on sale/offer, and by the time you want to exchange the price of the item turns to nett/current price, you have to follow it.
  7. Customers can also make an exchange for the same item or with another item at the same price or more.

Here’s the terms and conditions for exchanging at the WAREHOUSE:

  1. You have to courier the old item to our warehouse, included with the receipt that we placed in your parcel.
  2. The item must be sent in good condition. For example, the plastic/box of the item must be covered or put in the plastic, as we want the plastic/box in good condition without any defects. If we receive the plastic/box in defective condition, the exchange process will be CANCEL IMMEDIATELY.
  3. The item must be in good condition as same as like you received it, including the label, tag, box, and plastic.
  4. The exchange is within 7 days after you receive the parcel, and the exchange can only be done at once.
  5. There’s a courier fee charging RM10.00 (Semenanjung Malaysia) RM24 (Sabah & Sarawak) for the new item to be sent to your address.
  6. Customers can also make an exchange for the same item or with another item at the same price or more.

CONDITION TO SEND BACK THE PARCEL:

Please do not wrap the original box or plastic with any sealing tape. Kindly cover it with something before wrapping it with sealing tape. We will not proceed with the exchange if the original box or plastic is damaged by sealing tape.

For your protection, we recommend that you use a recorded delivery service as we cannot be held responsible for items not received. We will not be responsible for returned items that are lost or damaged in transit. Proof of postage will not be accepted or deemed as proof of receipt/delivery. You should take reasonable care to ensure that the items returned to us are not damaged in transit and, if appropriate, arrange suitable insurance.

We will send the exchange item once we receive the parcel depending on the condition.

CORRECT PACKAGING

WRONG PACKAGING-WILL RETURN IMMEDIATELY TO CUSTOMER