Definitions
For the purposes of this Return & Refund Policy:
- “Company” (referred to as either “the Company”, “We”, “Us”, or “Our” in this Return & Refund Policy) refers to GEAR HUB SDN BHD.
- “Goods” refers to the pet supply products and related items offered for sale on the Service.
- “Orders” means a request by You to purchase Goods from Us.
- “Service” refers to GEAR HUB SDN BHD, accessible from https://gearhub-sb.com/.
- “You” means the individual accessing the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
Introduction
At GEAR HUB SDN BHD, customer satisfaction is important to Us. We strive to ensure that every Order meets Your expectations. If You are not completely satisfied with Your purchase, You may request a return or refund in accordance with the terms outlined in this Return & Refund Policy.
Please read this Policy carefully before requesting a return, refund, or cancellation.
Return Eligibility
You may request a return within 30 days from the date You receive Your Order.
To be eligible for a return, the Goods should:
- Be returned within the 30-day return period.
- Be in their original condition.
- Be unused or only reasonably inspected.
- Be returned with the original packaging where reasonably possible.
- Include all accessories, manuals, or complimentary items originally supplied (if applicable).
We reserve the right to inspect all returned Goods before approving any refund or exchange request.
Return Process
If You wish to return an item, please contact Our customer support team within the eligible return period.
When submitting a return request, please provide:
- Your Order Number
- Full Name
- Contact Information
- Details of the item(s)
- Reason for the return
- Supporting photographs if the Goods are damaged or incorrect
Our team will review Your request and provide further instructions where necessary.
Refund Policy
Once the returned Goods have been received and inspected, We will review Your refund request.
If the return is approved, the refund will be processed using the original payment method whenever reasonably possible.
The time required for the refunded amount to appear may vary depending on Your payment provider or financial institution.
If a refund cannot be completed through the original payment method, We will contact You to discuss an alternative refund arrangement where appropriate.
Damaged, Defective, or Incorrect Goods
If You receive Goods that are:
- Damaged during delivery
- Defective upon arrival
- Incorrect compared to Your Order
- Incomplete
Please notify Us as soon as reasonably possible after receiving the Goods.
To help Us investigate the issue promptly, You may be asked to provide photographs of the Goods, packaging, and Your Order details.
Upon verification, We will work with You to provide an appropriate resolution, which may include a replacement, exchange, or refund, depending on the circumstances.
Exchanges
Where appropriate and subject to product availability, We may offer an exchange instead of a refund.
If the requested replacement item is unavailable, We may offer an alternative product of similar value or process a refund where applicable.
Cancellation Policy
Orders may be cancelled within 12 hours of successful order placement.
If You wish to cancel Your Order, please contact Us as soon as possible with Your Order Number and contact details.
Cancellation requests submitted within the 12-hour cancellation period will be reviewed, and if the Order has not progressed beyond the processing stage, the cancellation will be accepted.
If payment has already been successfully received for an approved cancellation, the applicable refund will be processed using the original payment method whenever reasonably possible.
Cancellation requests submitted after the 12-hour period may not be accepted, as the Order may have already entered the preparation or shipping process.
Inspection of Returned Goods
All returned Goods are subject to inspection upon receipt.
The inspection process helps ensure that the returned Goods meet the eligibility requirements outlined in this Policy.
If additional information is required during the inspection process, Our customer support team may contact You before a final decision is made regarding the return or refund.
Processing Time
After the returned Goods have been received and inspected, We aim to process eligible refunds within a reasonable timeframe.
Actual processing times may vary depending on payment providers, financial institutions, or other administrative requirements.
Customers will be notified once the return or refund request has been completed.
Changes to This Return & Refund Policy
GEAR HUB SDN BHD reserves the right to modify, update, or revise this Return & Refund Policy at any time without prior notice.
Any changes will become effective immediately upon publication on the Service.
We encourage customers to review this Policy periodically to remain informed of any updates.
Contact Us
If You have any questions regarding this Return & Refund Policy or wish to request a return, refund, or order cancellation, please contact Us:
GEAR HUB SDN BHD
Website: https://gearhub-sb.com/
Email: gearhub.sb@outlook.com
Phone: +6011-5874 1679
Address: 30, GERAI MPK, JLN HARPER OFF JLN PASAR, PASAR JAWA, 41400 KLANG, SELANGOR, Malaysia