Definitions
For the purposes of this Return, Refund and Exchange Policy:
- “Company” (referred to as either “the Company”, “We”, “Us” or “Our”) refers to RACK ON SDN. BHD.
- “Goods” refers to the items offered for sale on the Service.
- “Order” means a request by You to purchase Goods from Us.
- “Service” refers to RACK ON SDN. BHD., accessible from rck-on.com.
- “You” means the individual accessing the Service, or the company or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
1. General Return Policy
All Goods sold by the Company are not exchangeable or refundable, except where the item received meets one of the following conditions:
- The wrong item was sent by the Company.
- The item received does not match the specifications, description, features, or information advertised on our website.
- The item received is spoiled, damaged, or defective upon delivery.
- The delivery exceeds the delivery timeline stated in our Shipping Policy.
2. Refund Requirements
For a return or refund request, You may be required to provide the following evidence:
- A clear and continuous unboxing video showing the unopened parcel, shipping label, packaging, and the item received.
- A clear video showing the first use of the item, where applicable.
- Relevant photographs, Order details, or other supporting documents requested by the Company.
The evidence provided must clearly show the condition of the parcel and item received.
3. Return & Refund Request Period
All return and refund requests must be submitted to rackonsb@outlook.com within 24 hours of receiving the item.
Requests submitted after the 24-hour period will not be accepted.
Requests without the required evidence may also be rejected.
4. Review and Approval
All return and refund requests are subject to review and approval by the Company.
If the request is approved, the Company will provide further instructions regarding the return process and refund arrangements.
The Company reserves the right to reject any request that does not meet the requirements stated in this Policy.
5. Exchange Policy
Items are not exchangeable unless the issue falls under the conditions stated in Section 1 of this Policy and the Company approves the request.
6. Contact Us
For return, refund, or exchange enquiries, please contact us:
RACK ON SDN. BHD.
Company Registration No.: 202601014827 (1676925-A)
Email: rackonsb@outlook.com
Phone: 01120755238
Operating Hours: Monday – Friday, 9:00 AM – 6:00 PM
Website: rck-on.com