RETURN POLICY

  • We offer returns up to 30 days from the date of your purchase.
  • The product(s) must be unused with packaging and labels intact.
  • We are unable to do exchanges. Returned product(s) will be refunded fully, then you can order again.

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 at orders@kitsch.my 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 have 2 return options:

  1. Return via Postal Service (postage by customer)
  2. Return in one of our own Retail Store

To ensure the safety of our employees as well as customers, only fully vaccinated customers are allowed in-store (after 14-days for Pfizer, AZ, Sinovac, and after 28 days for J&J and CanSino). Please present your MySejahtera as proof.

Postal Returns
Please kindly follow the following steps:

  1. Contact our Customer Service team at orders@kitsch.my
  2. Provide our Customer Service team your order details and reason for returns.
  3. Print out your return form(s) that will be provided by our Customer Service team.
  4. Proceed to your preferred courier to post back your returns.
  5. Take note of the tracking number stated on the shipping label provided by the postal service as reference.

In-Store Returns (free returns)

We are 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 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 have used. Therefore, we will not be able to provide cash refunds. Our store staff will provide you with a manual receipt as your proof of return. Please kindly keep that copy for future reference.

You can return your products at any of our own retail stores below:

  • Kitschen Mid Valley Megamall
  • Kitschen One Utama
  • Kitschen Starling
  • Kitschen The Mines
  • Kitschen Southkey, JB
  • Kitschen Queensbay Mall, PG
  • Kitschen Aeon Bukit Mertajam, PG
  • Kitschen Imago, KK

WHAT ARE THE CONDITIONS FOR RETURNING MY PRODUCT(S)?

General Return Conditions

In order for a return to be accepted, it must meet the following conditions:

  • The product must be unused and unworn.
  • The product must be in its original state and packaging with the original tags attached.

Returned products are inspected, 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 manufacturing process, the original product will be returned to you. We do not refund products:

  • Damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.)

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 Kitsch 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 or partial refund -

  • Refunds are allowed only to a bank account. 
  • You will be required to provide your bank account details via email to orders@kitsch.my 
    • Bank name
    • Account number
    • Account name
  • Bank account details are not stored by Kitsch.

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 KITSCH 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 policy. 

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.

WHAT DO I DO IF MY QUESTION ISN'T COVERED HERE?

If you cannot find the answer to your question here, we recommend you to reach out to our Customer Support Team at orders@kitsch.my, and our advisors will be happy to assist you.

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