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Return & Refund Policy

RETURNS & EXCHANGES

How do I make a return?

If your order is listed above:

  • Received an incomplete product (missing quantity or accessories)
  • Received the wrong product(s) (e.g. wrong size, wrong colour, different product)
  • Received a product with physical damage (e.g. dented, scratched, broken) 
  • Received a faulty product (e.g. malfunction, does not work as intended)

How do I make an online return?

 

  • Our return policy is only applicable to any item(s) purchased online and delivered within 7 days of receiving your order.
  • All returns and exchanges are to be shipped to the address below:
  • MARCHEVER SDN BHD
    2032,
    Jalan Permatang Tok Mahat,
    14300 Nibong Tebal,
    Pulau Pinang
  • We recommend you opt for a shipment method that enables tracking. MARCHEVER will not be responsible for the loss of a returned parcel.
  • If you didn’t receive a Return & Exchange form or if your item(s) is defective or wrong, email us at [email protected] with the subject title: Return Request – Your Order Number. Our customer service team will assist you with the returns process
  • Kindly contact us at [email protected] with the email subject: ’Return Request – Your Order Number’, to process your returns or exchanges. Our customer service team will assist you with the return process.

How do I check on my return status?

To check on your return status, sign in to your account, head to My Account and select My Purchases & Returns. Your return status is reflected next to your Returns Request number.

 

Pending

Your returns request has been received

Authorised

Your returns request has been authorised

Partially Authorised

Your returns request has been partially authorised

Processed and Closed

We have received the returned item(s)

Pending

Your returns request has been resolved

Closed

Your returns request has been denied

 

When will I receive my refund?

 

Once we receive your return item(s), it will go through a quality check to ensure it’s in good condition and complies with our refund policy. This can take up to 2 working days.

 

After the return has been approved, it takes up to 14 working days for the refund to be made to your payment services provider. Once we have processed your refund, you will receive a confirmation email from us.

 

* Please note that your refund will take up to 21 working days if you have made your purchase during our online sales period.

 

Please allow up to 7 working days for your account to be credited. If you do not receive your refund after 7 working days, please contact your payment processor directly for further information.

 

Refunds will be based on the value of the merchandise as reflected on your invoice. Shipping and handling charges from your initial order will only be refunded if the return is due to a defective or wrong item. The refund will be issued by MARCHEVER to your original payment method.

 

We seek your understanding with delays to your refund caused by special events (e.g. online sales).

How do I make an exchange?

 

Our exchange policy is only applicable to defective or wrong item(s) received in your online order and has to be made within 7 days from receiving your order. Email us at [email protected] with the subject title: Exchange Request – Your Order Number. Our customer service team will assist you with the returns process.

 

Beyond these reasons, if you wish to change your item(s):

  • Submit a return request within 7 days of purchase via the returns procedure stated above
  • Make a new order

Please note that an exchange is subject to stock availability and we reserve the right to do an exchange by way of an item(s) of a similar value, giving you a refund via the original payment method, or any other methods at the discretion of MARCHEVER.