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Refunds and Return Policy

7 calendar days return for a refund.

If you are NOT 100% satisfied with your purchase for any reason, we will gladly accept returns of packages within 7 days of the order date and you are allowed credit of same value of item purchase to exchange with other items in our store. You have to bear the shipping cost back to us, and the new shopping cost if it is an exchange.

All we ask is that the product is...
- not used at all, not even once
- in the same condition you received it
- in the original box and / or packaging

However, this does not apply to the sale or clearance items in which we already mentioned no refund nor return will not be entitled for this. Meanwhile, to enjoy a hassle-free experience when returning the Item, Buyer should ensure that the Item, including any complimentary items such as accessories that come with the Item, must be returned to Seller in the condition received by Buyer on delivery. We will recommend Buyer to take a photo of the Item upon receipt.


Return or exchange procedures

Please request for return or exchange by emailing us at info (at) pacificwise.com.my within 7 days from the day order is received. You have to include the following details in the email:

- Order no:
- Contact no:
- Product to return or exchange:
- Reason for return or exchange (so that we can improve!):
- Name
- Address


Cancellation of orders

-For purchased made and should customer decide to cancel order prior to us sending - we will allow to refund in terms of store credit or cash payment transfer or cheque. 


Liability of Product Return Shipping Fee

i) In the scenario of an unforeseen error from the seller's end (i.e - damaged, faulty or wrong product delivered to the buyer), the seller will bear buyer's return shipping fee.
ii) In the scenario of the buyer's change of mind, buyer shall get seller's consent prior to the return request and buyer will bear the return shipping fee.
iii) In the scenario where both seller-buyer disputing the party liable for the return shipping fee, Pacific Wise at its sole discretion will determine the party liable for the return shipping fee.


Refunds

Once we receive your request for return or exchange, we shall contact you within 5 business days for further instructions.Please let us know the item you like to have in exchanged.In most cases, you will need to bear the shipping charges for returning the item to us. However, if we send the wrong or defective items to you, we will bear all the cost of return shipping and we will make sure we send the correct items to you, ALL at our expense.

Once your return is received and inspected by us (usually within 72 hours of receipt), your exchange will be processed and we will contact you to arrange the exchange or refund you credit to use in our store or cash payment transfer if applicable.