RETURNS & REFUNDS NOT ALLOWED
We do not accept returns & refunds in the event that:
- The buyer has a change of mind regarding one or all of their selected items, due to whatever reason. You, the buyer, are strongly urged to ensure that your selection is final before proceeding with the checkout process.
- There is dissatisfaction arising from quality expectations not reasonable to be expected from craft handwoven by rural folk with no access to precision equipment, and no possession of master crafting skills.
- There are any issues regarding conditions already expressly detailed in the terms & conditions, including but not limited to variance in dimensions, colour displayed versus actually perceived colour, etc.
- There is damage, loss or theft of your purchases occurring during the shipping process. Buyer may contact the relevant shipping company in such event for claims or compensation.
- There is any damage, malfunction or wear and tear incurred during use of purchased products. We do not offer any warranties or guarantees on any items sold.
RETURNS & REFUNDS ALLOWED
We ONLY accept returns & refunds where items are found to be damaged upon receipt due to our own oversight during packing (this does not include deformities or damage incurred during shipping and afterwards). Buyer will have to provide sufficient documentation, such as visual evidence of intact packaging which would negate possibility of damage being caused during shipping, as well as ample proof that the damage was not caused by buyer’s own acts, or omissions, or use of the items.
RETURNS & EXCHANGES
We are willing to accept returns with intent to exchange for other items. If replacement items are of the same value or higher, buyer will have to top up the additional amount. If replacement items are of a lower value, the difference will not be refunded.
PROCESS FOR ALLOWED RETURNS & REFUNDS
The following is the process flow for buyers who intend to return & obtain a refund:
- Buyer must get in touch with us within 3 calendar days from date of delivery to inform us of intent to return & refund, with the day of delivery being the 1st of 3 days. All requests beyond this time period cannot be entertained.
- After we have been informed and have agreed to the return & refund, buyer will proceed to securely pack and ship return parcel/s back to:
The Penan Bag Shop, No. 4, Lintang Lembah Permai, Tanjung Bungah, 11200, Pulau Pinang, Malaysia
(For returns & refunds where items are found to be damaged upon receipt due to our own oversight, shipping fees will be reimbursed to the buyer upon successful return and satisfactory appraisal of the case) - Once the returned items have been received by us, we will inspect them to satisfactorily appraise their condition.
- If condition of returned items is as previously described, we will proceed with a full refund of amount paid at order checkout as well reimbursement of the amount buyer initially paid for shipping the return items back to us. Refund will be made out to buyer’s nominated Malaysian bank account within 3 working days.
- Returned items are to be in the same condition as when received by buyer, i.e. with only the damage which we overlooked before shipping out. Any damage, blemish or signs of use found upon inspection that are beyond what was already there before shipping out, will render the entire return and refund process void.
- Buyer is solely responsible for any theft, loss or damage incurred during the return shipping process.
PROCESS FOR RETURNS & EXCHANGES
The following is the process flow for buyers who intend to return & exchange items:
- Buyer must get in touch with us within 3 calendar days from date of delivery to inform us of intent to return & exchange, with the day of delivery being the 1st of 3 days. All requests beyond this time period cannot be entertained.
- Buyer will need to identify the replacement items to be taken in place of the returned items, for which we will provide a quote for shipping. If replacement items are of the same value or higher than the returned items, buyer will have to top up the additional amount. If replacement items are of a lower value, the difference will not be refunded.
- If buyer is satisfied and confirms their decision to proceed, we will put the replacement items on hold for buyer.
- Buyer will proceed to securely pack return items in sturdy and secure packaging, and ship return parcel/s back to:
The Penan Bag Shop, No. 4, Lintang Lembah Permai, Tanjung Bungah, 11200, Pulau Pinang, Malaysia
(For return & exchange, costs of shipping returned items back to us will be borne solely by buyer) - Once the returned items have been received by us, we will inspect them to ensure they are unused, undamaged and in unblemished condition.
- If condition of returned items is as previously described, we will proceed with the exchange, with buyer making payment in full for any additional amount needed, plus shipping fees.
- Once payment is received, we will ship the replacement items out.
- Returned items are to be unused, undamaged and in unblemished condition. Any damage, blemish or signs of use found upon inspection will render the entire return and exchange process void.
- Buyer is solely responsible for any theft, loss or damage incurred during the return shipping process.