PRODUCT EXCHANGE
No question asked – We offer you product exchange within 7 days from the receiving date if you fulfils the condition below:-
ONLY exchange to different size is allowed depending on availability.
Exchange to different product is not allowed
Item must be in original condition, unwash, unworn and unused.
Item must be inside the original plastic packaging.
Item must be returned to us by using registered courier only i.e Poslaju, TNT, Aramex, GDex etc. We are not responsible for any loss or damage during the returning shipment.
Shipping cost for return and re-delivery are solely borne by the buye.
Kindly contact us at hello.bobrocklovelily@gmail.com or Whatsapp +6011-1009 1302 within 7 days from receiving date to inform & request for an exchange.
Item must be returned within 2 working days after product exchange request.
If the exchange item is priced higher than the returned item, the price difference will be borne by the customer. However, if the exchange item is priced lower, no refund will be made.
The price difference topup can be paid by using cash deposit or online banking to our account only. By customer choice, the topup cash can be inserted inside the return package. However, we are against this practice and shall not be held responsible in the event of loss during the shipment.
CANCELLING AN ORDER (IF THE ORDER HAS YET TO BE SHIPPED)
The sales team, at any times, may be occupied with order packaging process/website update/instagram update etc. You are encouraged to Whatsapp +6011-1009 1302 and notify our sales team on the cancellation request to speed up the cancellation process.
Our sales team will review the request and subsequently approves the cancellation request. You will then receive an e-mail confirmation.
REFUND PROCESS
We will process the refund within 1-3 working days.
Full refund amount will be applied for the payment made via Direct Bank Transfer.
1.5% will be deducted from refund amount for the payment made via FPX Online Transfer i.e. maybank2u, cimbclicks etc.
2.5% will be deducted from refund amount for the payment made via Credit Card & Debit Card,
*Note: Most of our customer orders will be processed and shipped within one (1) working day and most of shipment will be updated in the system few hours after the completion of the shipment. Although your order is showing ‘processing’, it may have already handed over to our delivery partner and we will not be able to make amendment. Therefore, not every cancellation request can be accommodated.
WRONG DELIVERY
If the product received is different from what you have ordered (design, colour or size), kindly informed us immediately at hello.bobrocklovelily@gmail.com with the subject: 'Wrong Delivery' along with your receipt no.
Product must be in original condition, unwash, unworn and unused.
Product must be inside the original plastic packaging.
Product must be returned to us by using registered courier i.e Poslaju, TNT, Aramex, GDex etc. We are not responsible for any loss or further damage during the returning shipment.
Shipping cost for return and re-delivery will be on our sole cost.
Item must be returned within 3 working days after defect claim.
*Note: Colors may vary across screens, we try to ensure accuracy in both. Colour accuracy difference is not considered as wrong delivery.
DEFECT / FAULTY / DAMAGED
We offer absolute free of charge replacement if product delivered is defected.
Only 1 to 1 replacement is allowed. Defected product cannot be exchange to another design or colour or size.
Product must be in original condition, unwash, unworn and unused.
Product must be inside the original plastic packaging.
Defect claim is to be made immediately upon receiving the product.
We reserves the right to decline any defect claim if the claim is made longer than any reasonable period without any reason.
Kindly provide few clear pictures of the product defect during the claim process.
Product must be returned to us by using registered courier i.e Poslaju, TNT, Aramex, GDex etc. We are not responsible for any loss or further damage during the returning shipment.
Shipping cost for return and re-delivery will be on our sole cost.
Item must be returned within 3 working days after defect claim.
*Note: Colors may vary across screens, we try to ensure accuracy in both. Colour accuracy difference is not considered as defect.
*Note 2: Untrimmed thread, washable minor stain, and loosened button(s) are not considered as defect. However, you may still return it to us under the ‘Product Exhange’ clause above. The ‘Product Exchange’ terms and conditions shall be applied.
*Note 3: Defect due to misuse are not acceptable.
**READ THIS FIRST**
We will process the re-delivery of replacement or exchange product once we received the original product and additional fee (if any).
All re-delivery will be carried out upon receiving of original product.
In the event of loss or damage to the original product, we reserve the right to withhold any replacement or exchange if your original item have not reached our warehouse.
The re-delivery will be made to the same address as initial purchase. Kindly let us know in advance if you want us to deliver to another address.
HOW TO INITIATE RETURN / EXCHANGE PROCESS
For all return/exchange process, kindly prepare the receipt of purchase (emailed to you during purchase) to speed up the process
Email: hello.bobrocklovelily@gmail.com
Whatsapp: +6011 1009 1302
