Return, Refund and Exchange policy

Definitions

For the purposes of this Return, Refund and Exchange Policy:

  • “Company” (referred to as either “the Company”, “We”, “Us” or “Our”) refers to CHAN CEMERLANG TRADING & SUPPLIES SDN BHD [202501017425 (1618839-K)].
  • “Goods” refers to the luggage, backpacks, briefcases, luggage accessories and other products offered for sale through the Service.
  • “Orders” means a request made by You to purchase Goods from Us.
  • “Service” refers to the Website and related services provided by the Company.
  • “Website” refers to CHAN CEMERLANG TRADING & SUPPLIES SDN BHD’s online store.
  • “You” means the individual accessing the Service or purchasing Goods from the Company.

Introduction

At CHAN CEMERLANG TRADING & SUPPLIES SDN BHD, we take reasonable care to ensure that all luggage, backpacks, briefcases and accessories are inspected and properly packed before delivery. This Policy explains the circumstances under which a return, refund or exchange request may be considered.

By placing an Order through our Website, You acknowledge and agree to the conditions stated in this Policy.

Eligibility for Returns, Refunds and Exchanges

Goods sold are generally not returnable, refundable or exchangeable unless:

  • The Company delivered the wrong product.
  • The product does not match the specifications, description, features or information advertised on the Website.
  • The product arrived damaged, defective or faulty.
  • Essential parts, straps, locks, wheels, handles or accessories were missing upon delivery.
  • The product was significantly damaged during transportation.
  • Delivery exceeded the period stated in Our Shipping Policy.

All requests must be submitted within 30 days from the date the Goods are delivered. Requests received after this period may not be accepted.

Required Evidence

Customers must provide sufficient evidence to support their request, including:

  • A valid Order number or proof of purchase.
  • Clear photographs showing the complete product.
  • Clear photographs showing the reported damage, defect or incorrect item.
  • A clear and continuous unboxing video showing the unopened parcel, shipping label, external packaging and product received.
  • A video demonstrating the defect, where applicable.
  • Any additional information reasonably requested by the Company.

Requests submitted without sufficient evidence may be rejected.

Condition of Returned Goods

To qualify for a return, refund or exchange, the Goods must:

  • Remain unused and in their original condition.
  • Be returned in their original packaging.
  • Retain all original labels, tags and protective materials.
  • Include all straps, locks, keys, accessories, manuals and complimentary items.
  • Be free from stains, scratches, odours or damage caused after delivery.
  • Not have been modified, repaired, washed or altered.

Where a product must be opened or tested to identify a defect, the customer must stop using it immediately after discovering the issue.

Non-Eligible Requests

Returns, refunds and exchanges will not be accepted for:

  • Change-of-mind purchases.
  • Products ordered in the wrong colour, size, model or design by the customer.
  • Products damaged through misuse, accidents, negligence or improper handling.
  • Damage caused by overloading luggage, backpacks or briefcases.
  • Damage caused by airlines, transport providers or third parties after delivery.
  • Products with missing packaging, tags, accessories or complimentary items.
  • Products that have been used for travelling or transporting personal belongings.
  • Normal wear and tear, including minor scratches, fading or worn wheels.
  • Minor colour differences caused by lighting, photography or screen settings.
  • Clearance, promotional or specially ordered products, unless they arrived damaged, defective or incorrect.
  • Requests submitted without sufficient evidence.

Return Application Procedure

Before returning any Goods, customers must contact the Company at chan_cemerlang_trading@outlook.com and provide the relevant Order details, a description of the issue and all required supporting evidence.

Customers must wait for written approval and return instructions before sending any Goods. Unauthorised returns may not be accepted or processed.

Inspection and Assessment

All returned Goods will be inspected to verify their condition and the reported issue. Submission of a request does not automatically guarantee approval.

If the product shows signs of misuse, overloading, unauthorised repair or damage occurring after delivery, the request may be rejected.

Refunds

If a refund is approved, it will be processed through the original payment method whenever possible.

The time required for the amount to appear in the customer’s account may vary depending on the bank, payment gateway or financial institution. Administrative fees and other non-refundable charges will not be included unless the issue resulted from an error by the Company.

Exchanges

Approved exchanges are subject to product availability. If the same product is unavailable, the Company may offer:

  • A suitable replacement product.
  • An alternative product of similar value.
  • Store credit.
  • A refund of the approved amount.

If the customer selects a replacement product with a higher price, the customer must pay the difference.

Cancellation Policy

Orders may only be cancelled within 12 hours from the time of purchase, provided the Order has not been processed, packed or shipped.

Once an Order has been processed or dispatched, it cannot be cancelled. The Company reserves the right to cancel an Order due to product unavailability, incorrect pricing, payment verification issues, suspected fraud or other reasonable operational circumstances.

Rejection of Requests

The Company reserves the right to reject a return, refund or exchange request if:

  • The request is submitted after the applicable period.
  • The customer fails to provide sufficient evidence.
  • The returned product does not meet the required conditions.
  • The reported issue cannot be verified.
  • The product was damaged through misuse or improper handling.
  • The request is fraudulent, misleading or abusive.
  • The request does not comply with this Policy.

Changes to This Policy

The Company may amend this Return, Refund and Exchange Policy when necessary. Any revised version will be published on the Website and will take effect from the stated effective date.

Contact Us

For return, refund, exchange or cancellation enquiries, please contact:

CHAN CEMERLANG TRADING & SUPPLIES SDN BHD
Registration No.: 202501017425 (1618839-K)
Email: chan_cemerlang_trading@outlook.com
Telephone: 011-5790 4974
Address: No. 49B (2nd Floor), Jalan Bandar Cemerlang 1, Bandar Cemerlang, 81800 Ulu Tiram, Johor, Malaysia.