In what condition do we accept product exchange and/or refund?
E500Mall buyer are allowed to return products within 14 calendar days from shipment date under the following circumstances:
a) Manufacturing defects.
b) E500Mall delivered the wrong item.
c) Products that have a 3 month warranty description will be honoured.
Product return policy and procedures
(a) Stay Calm and Contact Us. In the event of customer complain or a request for return or refund, please stay calm and contact our Customer Service team at +603-80802883 or email@example.com. Our support team is available Mondays – Fridays, 10am – 6pm.
(b) What do we need to verify that the item is allowed for exchange or return? In most cases, we will need buyer help to get a few photo or video (handphone standard is sufficient, no need studio photography. ) of the item, show us where is the problem and we will get it processed. Off course, we will need to know the order ID too.
(b) (i) How to send the item back to us. Once our support team confirms the return, we shall send buyer a digital consignment note (PosLaju). Retailers shall be required to inform the buyer to print the digital consignment note and paste it on the return parcel. We will arrange PosLaju to pick up the item from buyer address. If buyer prefers us to pick up the return item from another address like your work place, please do let us know too.
(ii) How to pack the return parcel. Please remind 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.
(c) Exchange or Refund? We suggest buyer to consider product exchange as a first option. In any case, 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, E500Mall shall refund the amount to buyer and you liaise with the buyer.
(d) How long does it take? The product return or refund normally takes about 7-14 working days to complete. But it takes two to tango, we need to work as a team to resolve the issue. Help us get the necessary information and E500Mall will try our very best to shorten the process.
(e) Delivery cost. Delivery cost for returning item shall be borne by buyer.
(g) Buyer from countries other than Malaysia. The verification process is similar to Malaysia-to-Malaysia returns. Buyer 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 E500Mall.
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)