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WHAT IS YOUR REFUND AND EXCHANGE POLICY?
All goods sold are non-refundable or exchangeable, unless it is due to faulty item or wrong item received. Refunds, returns and exchanges are not allowed for change of mind.
Faulty item does not cover scratches, damage caused by accident, abuse, neglect, improper use or storage of the product, unauthorised modifications, or normal wear and tear.
THE ITEM I HAVE RECEIVED IS FAULTY. WHAT DO I DO?
Please accept our sincere apologies. If the item received is faulty or damaged upon delivery, please contact us no later than seven (7) business days since the day item was received.
You can reach us on Instagram (@psyndrome.my), Whatsapp (+60 12 692 2921) or email (firstname.lastname@example.org) and our team will walk you through the process for returning the item(s) either for a refund or an exchange.
Step 1: Take a close-up photo of the faulty or damaged jewellery;
Step 2: Please ensure the item returned to us is in the same condition exactly as you received;
Step 3: Ship the item to the given address.
Note: We recommend to use the most cost-effective trackable shipping service as we shall not be responsible for any lost parcels, hence using a courier service that provides tracking is strongly recommended. The cost of the return and exchange parcel will be borne by us, provided the item is faulty or damaged upon delivery through no fault of your own.
Step 4: If you opt for a refund, it will be issued to you via the original payment method or to your bank account within 3 business days upon receiving the returned items. Please note that refund will not include shipping costs. On the other hand, if you opt for an exchange, it will take 3-5 business days for us to process and ship out the exchanged item.
THE ITEM I RECEIVED IS FAULTY, CAN I SEND BACK TO REPAIR? (HANDMADE ITEMS ONLY)
We provide 14 days warranty for all handmade items. Therefore, we are more than happy to repair the item if it is faulty within 14 days after you received the item(s). Note that items that can be repaired will not be provided with a refund.
Please note that we are unable to offer free repair of any damage following wear and tear.
CAN I SEND THE ITEM BACK FOR REPAIR AFTER 14 DAYS WARRANTY? (HANDMADE ITEMS ONLY)
Yes you can! A repair fee will be charged based on the material. Simply follow the steps above and do note that the cost of the return parcel send for repair will be borne by the customer.
I HAVE RECEIVED THE WRONG ITEM. WHAT DO I DO?
If you have received the wrong item, we apologize for any inconvenience caused. Please contact us within seven (7) business days via Instagram (@psyndrome.my) or Whatsapp (+60 12 692 2921) and we will sort this out as soon as possible.
WILL I BE CHARGED FOR FREIGHT WHEN RETURNING MY ITEMS?
Freight charges will be borne by us provided that: -
- the items are faulty or damaged upon delivery; and / or
- it is within the warranty period of 14 days for handmade items
HOW LONG WILL IT TAKE TO PROCESS MY REFUND OR SEND OUT THE EXCHANGE ITEM?
Once we have received the returned items, your refund or the exchange items will be processed or send out within 3 -5 business days. We will notify you once we have processed your refund or sent out the exchange item.
WHAT HAPPEN IF THE PARCEL WENT MISSING, DELAYED OR DAMAGED IN TRANSIT?
PSYNDROME shall under no circumstances be liable for any damage incurred to goods, delayed in transit or for non-delivery. You will become the owner of the goods you have ordered once they have been dispatched to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction. Please note that if you have a non-delivery arrangement with the courier company, we are not liable for the loss, damage or destruction to the goods. It is the responsibility of the customer to make sure the package is delivered to the correct address and signed for by the customer. It is the customer's personal custody once it has left our premises.
However, we will try our best to help contact the courier company and come up with the best solution.