Purchase Policy
Last updated: 3 January 2021
We want you to receive your books and other products in good condition and exactly as ordered. If there is a problem with your order, please contact us and we will do our best to make it right.
1. Damaged or Defective Products
If you receive a product that is defective or has a significant manufacturing or printing defect, you may request an exchange or refund.
Depending on the nature of the issue, we may ask you to:
- provide videos, photographs or other information about the problem;
- return the affected item to us for inspection; or
- show the item to us through a video call.
We may provide a replacement where the same item is available, or a refund where a replacement is not available or appropriate.
2. Incorrect Items
If we sent you the wrong item, please contact us within 7 days of receiving your order.
We will arrange for the correct item to be sent to you, or provide a refund if a replacement is not available.
We may require the incorrect item to be returned before sending a replacement or issuing a refund. In some cases, we may instead ask you to show the item to us through a video call.
3. Missing Items
If an item appears to be missing from your order, please contact us within 7 days of receiving your order.
We may request reasonable evidence to help us verify the missing item, such as photographs or an unboxing video showing the contents of the package as received.
Where we are satisfied that an item was missing from the order, we will either send the missing item separately or issue a refund for that item.
For this reason, we strongly recommend recording an unboxing video when opening parcels containing multiple items.
4. Damage During Delivery
We take reasonable care to ensure that all orders are appropriately and securely packaged before they are dispatched.
Damage caused by rough handling during delivery, despite appropriate packaging, is generally not considered a product defect or an error on our part.
However, if your order arrives with significant damage, please contact us as soon as possible with photographs of the packaging and the affected items. We will review the circumstances and assist where appropriate.
5. Change of Mind
We do not generally accept returns or refunds simply because you have changed your mind, ordered the wrong title, or no longer require the item.
This does not affect any rights or remedies available to you under applicable Malaysian law.
6. Reporting Period
Please contact us regarding any missing, incorrect, damaged or defective item within 7 days of receiving your order.
We may not be able to assist with claims reported after this period where the issue could not reasonably be verified. This reporting period does not exclude or limit any rights or remedies that cannot legally be excluded under applicable Malaysian law.
7. Refunds
Approved refunds will normally be made using the original payment method where practicable.
Refund processing times may vary depending on the payment provider or financial institution. Once a refund has been processed by us, the time taken for the funds to appear in your account may vary depending on your payment provider or bank.
8. Verification of Claims
To protect our customers and our business from fraudulent claims, we reserve the right to request reasonable evidence before approving an exchange or refund.
This may include photographs, videos, the return of the affected item, or a video call to verify the condition or contents of the package.
We appreciate your understanding that these checks help us deal fairly with all customers.
9. Other Terms
Product Availability
We make every effort to ensure that product availability and information shown on our website are accurate. In the unlikely event that an item becomes unavailable after an order has been placed, we will contact you and arrange an appropriate refund or alternative where possible.
Prices and Promotions
Prices displayed on our website are subject to change without prior notice. The price applicable to an order is the price shown at the time the order is placed.
Promotional offers may be subject to additional terms and conditions, which will be stated with the relevant promotion.
In the unlikely event of an obvious pricing or listing error, we reserve the right to cancel the affected order and provide a full refund.
Orders and Delivery
Orders are subject to successful payment and product availability. Delivery times shown on our website are estimates and may vary due to circumstances beyond our reasonable control.
Customers are responsible for providing accurate delivery and contact information when placing an order. If an order cannot be delivered because the information provided is incorrect or incomplete, additional delivery charges may apply.
Changes to This Policy
We may update this Returns & Refunds Policy from time to time. The version published on our website at the time of your order will generally apply to that order.
Your Rights
Nothing in this policy is intended to exclude, restrict or modify any consumer rights, guarantees or remedies that cannot legally be excluded under Malaysian law.