Returns & Refund
* About Returning Your Purchase
We trust you will be delighted with our product but these may be occasions where you feel a need to return the item. We shall attend to your return request as soon as possible.
Customer satisfaction is our priority. We emphasise on quality control where product are checked for good condition before delivery to you. However, there are occasions where mistakes happen.
You are required to email to us your Return Request within 3 working days form the date you received the product or we reserve the right not to attend to your request.
To make a request,
- Step 1 :- Click Request Form HERE
- Step 2 :- Fill up the Form and click SUBMIT.
- Step 3 :- You will hear from us within 2 working days to process your request.
You are required to present the below supporting document for your return and refund request for our verification purposes. We reserve the rights to decline your return request should you fail to submit the required document.
The supporting documents are :-
(1) A copy of order notification / invoice / warranty card as proof of purchase form us.
(2) Picture of the defective, damage or wrong product.
*** You will receive a inform message from us upon approval of your return request.
For delivery on approved return request of international, we will contact you to make arrangement for the return parcel.
Return shipping charges may apply subject to the reason for return (apply for both delivery domestic / international).
Please refer to the chart below for buyer / seller responsibility:-
You are responsible to take care of the product(s) until they reach us and ensure all packaging are intact as per original packaging. You may consider to add additional wrapping material to avoid damages during the return shipping to us.
Should the return product(s) we receive not in its original condition or were damaged during shipping handling (where beyond our control, not due to logistic partner / our fault / negligence), you may be charged for the repair of the product(s) and we reserve the right to deduct the cost from your refund.
Under circumstances where we agree that the buyer were to arrange the return shipping, the return product(s) must reach us within 7 working days form the date of approval (or a date agreed upon by both parties).
Please ask us for the return mailing address by email info.decool@gmail.com .
* About Exchanging the Product (where applicable)
You will be offered with a new product replacement to the original purchase item, subject to stock availability.
The replacement product(s) will be delivered within 7 ~ 10 working days from the date of receiving the return parcel to the address as indicated in the original purchase order.
* About Getting a Refund (where applicable)
Refunds are premitted for return reasons as outlined above.
Refund will only be processed after inspection on the return product(s) if they are in good condition as per original packaging when delivered to you.
We will notify you via email / phone on the status of your refund request.
Refund will be made directly to the original mode of payment used (credit / debit card or online bank transfer) within 10 working days from the day we notified you on the refund status.
For purchases international, your refund remittance may take a longer period and subject to financial fees offered by the chosen financial service provider where we will discuss the options with you.
If you do not receive your refund within the agreed refund period, you may contact us at info.decool@gmail.com.
We trust you will be delighted with our product but these may be occasions where you feel a need to return the item. We shall attend to your return request as soon as possible.
Customer satisfaction is our priority. We emphasise on quality control where product are checked for good condition before delivery to you. However, there are occasions where mistakes happen.
You are required to email to us your Return Request within 3 working days form the date you received the product or we reserve the right not to attend to your request.
To make a request,
- Step 1 :- Click Request Form HERE
- Step 2 :- Fill up the Form and click SUBMIT.
- Step 3 :- You will hear from us within 2 working days to process your request.
You are required to present the below supporting document for your return and refund request for our verification purposes. We reserve the rights to decline your return request should you fail to submit the required document.
The supporting documents are :-
(1) A copy of order notification / invoice / warranty card as proof of purchase form us.
(2) Picture of the defective, damage or wrong product.
*** You will receive a inform message from us upon approval of your return request.
For delivery on approved return request of international, we will contact you to make arrangement for the return parcel.
Return shipping charges may apply subject to the reason for return (apply for both delivery domestic / international).
Please refer to the chart below for buyer / seller responsibility:-
| Return Reasons | Return Shipping Handling & Responsibility | New Product Replacement | Refund Eligibility |
|
Manufacturing Defects (watch not function & missing parts) Cosmetic Flaw (scratches, stains, discolour or dent) Wrong product sent |
Seller responsibility. We will arrange our logistic partner to pick up the return product from you. No shipping charges incurred to buyer. |
Replacement of the same model may offer as an option, subject to stock availability. | Yes, buyer is allowed to ask for a refund on the return product(s). |
You are responsible to take care of the product(s) until they reach us and ensure all packaging are intact as per original packaging. You may consider to add additional wrapping material to avoid damages during the return shipping to us.
Should the return product(s) we receive not in its original condition or were damaged during shipping handling (where beyond our control, not due to logistic partner / our fault / negligence), you may be charged for the repair of the product(s) and we reserve the right to deduct the cost from your refund.
Under circumstances where we agree that the buyer were to arrange the return shipping, the return product(s) must reach us within 7 working days form the date of approval (or a date agreed upon by both parties).
Please ask us for the return mailing address by email info.decool@gmail.com .
* About Exchanging the Product (where applicable)
You will be offered with a new product replacement to the original purchase item, subject to stock availability.
The replacement product(s) will be delivered within 7 ~ 10 working days from the date of receiving the return parcel to the address as indicated in the original purchase order.
* About Getting a Refund (where applicable)
Refunds are premitted for return reasons as outlined above.
Refund will only be processed after inspection on the return product(s) if they are in good condition as per original packaging when delivered to you.
We will notify you via email / phone on the status of your refund request.
Refund will be made directly to the original mode of payment used (credit / debit card or online bank transfer) within 10 working days from the day we notified you on the refund status.
For purchases international, your refund remittance may take a longer period and subject to financial fees offered by the chosen financial service provider where we will discuss the options with you.
If you do not receive your refund within the agreed refund period, you may contact us at info.decool@gmail.com.
