38) What is your replacement policy?
You may replace your item if it meets any of the following criteria:
a. Wrong/mistaken order
b. Damaged/defective item (within 3 days of receiving the item)
c. Fraudulent transaction
d. Or if you are simply dissatisfied with your purchase (at the customer's convenience)
Note: Items categorised as "non-returnable, non-refundable, or non-exchangeable" cannot be returned or replaced.
39) What are the procedures for replacing items?
There are two ways to do it:
i) By courier:
a. Send a replacement request email to oneshop@1utama.com.my, and our Customer Service personnel will reply and share the Replacement Request Form for you to fill in.
b. Send the parcel back to us using any courier service and make sure to keep the receipt and tracking number as proof of your return.
c. You will receive a confirmation email once we have received the returned items.
d. After examining the returned item, we will proceed to send you the replacement item (subject to stock availability).
ii) Return the item at the Concierge:
a. Send a replacement request email to oneshop@1utama.com.my, and our Customer Service personnel will reply and share the Replacement Request Form for you to fill in.
b. Bring the item and the order invoice to the Concierge located on the 3rd floor of Highstreet, 1 Utama Shopping Centre.
c. Our team will examine the item, and we will notify you through email regarding the replacement process.
40) Am I allowed to request a replacement and a refund for items from the same order?
Yes, you are allowed to request both a replacement and a refund for items from the same order. Please clearly indicate in the Replacement Request Form and Refund Request Form which items you would like to have replaced or refunded.
41) Will I be charged for replacements?
No need to worry! You will not be charged for any replacements. After examining the items, we will refund the shipping fee you incurred for returning them to us.
42) How long does it take for me to receive the replaced item?
Once we receive the returned items from you, we will promptly process the replacement orders. Our team will inspect the item, which may take up to 2-3 working days. The replacement item should be shipped back to you within 5 working days from the day we receive the returned items for Peninsular Malaysia and 7-14 days for East Malaysia.
