WHAT SHOULD I DO IF MY PRODUCT ARRIVES DAMAGED OR DEFECTIVE, OR ISN'T WHAT I ORDERED?
If you have received products which you did not order or a damaged/defective product please do not remove any tag or take out the product from the original packaging. We would recommend you to contact our Customer Service team and let the representative know the details of your package.
Our Customer Service team would also require you to provide visual evidence (e.g photo, video) of the products in order to expedite the process.
HOW DO I RETURN MY ORDER?
You will have 2 return options:
- Return via Postal Service (postage by consumer)
- Return in one of our own Retail Store (free returns)
Please kindly follow the following steps:
- Contact our Customer Service team.
- Provide our Customer Service team your order details and reason for returns.
- Print out your return form(s) that will be provided by our Customer Service team.
- Simply pack the item you wished to return in a box, insert your return form, then seal the box.
- Proceed to your preferred courier to post back your returns.
- Take note of the tracking number stated on the shipping label provided by the postal service as reference.
In-Store Returns (free returns)
If upon collecting your reservation, you are not completely happy with your products, simply leave the products in store with one of our teams and we will process the return for you. Please return your order to any store listed below within 7 days and our in-store team will be able to process a refund for you.
We are also pleased to process your online order that was delivered to your preferred address for returns.
Please be sure to bring your proof of order, such as the Click and Collect Collection Confirmation email or Order Shipment Confirmation email. Please note; we can only accept returns according to our return policy.
Please kindly note that we will only process your refund through the payment service that you had used. Therefore, we will not be able to provide cash refunds. Our store staff will provide you a manual receipt as your proof of returns. Please kindly keep that copy for future reference.
You can return your merchandize products at any of our own retail stores below:
Kenz Digital Sdn Bhd
Address : D-2-1, Block D Level 2 Unit 1, Centre Point Medan Connaught, No.1 Jalan 3/144a 56000 Cheras Kuala Lumpur, Malaysia.
WHAT ARE THE CONDITIONS FOR RETURNING MY PRODUCT(S)?
You can return your order within 30 days of receiving it. If you received items from one order in several parcels, the 30-days return period begins on the day you received the last parcel.
General Return Conditions
In order for a return to be accepted, it must meet the following conditions:
- Non-hype products.
- The product must be unused.
- The product must be in its original state and packaging with the original tags attached.
Returned products are inspected by our Quality Assurance Department. If there is any damage to the product as a result of a manufacturing defect or deviation from factory specifications, we undertake to fully refund the cost of any defective products.
If the defect in the product was caused by reasons other than materials quality or assembly process, the original product will be returned to you. We do not refund products:
- Obtained from a source other than http://kenz.com.my/
- Damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.)
- Damaged by misuse or activities other than the intended purpose
WHEN WILL I GET MY REFUND?
Your refund will be processed as soon as the product you have returned is inspected by our quality assurance team and it is confirmed that it fits within our returns policy. This quality check can take up to 2 weeks, though generally less.
Once the return has been approved, it takes 1-2 days for the refund to be made by kenz online store to your payment services provider (for example your credit card supplier). Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider.
For online bank transfer orders with partial refund -
- Refund is allowed only to a bank account.
- Please enter the following bank account details in the link provided by Kenz via email.
- Bank name
- Account number
- Account name
- Bank account details are not stored by Kenz in any of the systems and will be transmitted in encrypted format only.
- You can enter the bank account-related information within 10 days of receiving the link, or else the case will be closed. Once the case is closed, a new return request through customer service is needed to process the refund process.
- The onus of entering the bank account details correctly is only on the customer. If customer entered the bank account details incorrectly, Kenz is not liable for any loss.
For further information and especially if you do not receive your refund within 21 business days, please feel free to call our online shop customer service team and let the advisor know the details of your order and about your open question.
WHEN WILL YOU RECEIVE MY RETURN PACKAGE?
After you drop off your return package at the local drop off point, it can take 2 - 5 business days for the package to get to our warehouse. Unfortunately, we cannot control how long it will take for your returned products to be delivered back to us.
WHY DO I HAVE TO WAIT FOR KENZ TO RECEIVE MY RETURNED PRODUCT(S) BEFORE I CAN GET A REFUND?
Before we can start processing your refund, we need to make sure that your returned products meet our return condition.
As long as your product(s) meet the above criteria, we can reimburse your purchase price .If your returned product(s) don't meet the criteria above, we cannot accept the items and unfortunately won't be able to give you a refund.
CAN I EXCHANGE MY PRODUCT(S)?
We are unable to exchange the products you ordered online and had delivered to your preferred delivery address. However, you can return unwanted products for a refund, and then place a new order.
If you choose to pick it up at a store, you may return the product upon collection and purchase something else that we have in stock in store. You may also place a new Click and Collect reservation for your desired products.