YOUR RIGHT TO CANCEL
If you are a consumer (that is, you enter into the Contract for a purpose outside your trade, business or profession), you have a legal right to cancel the Contract, during the period set out below. This means that during the relevant period if you choose to cancel your order for any reason, you can notify us of your decision to cancel the Contract and receive a refund.
Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation, which is when the Contract between us is formed. Our systems are set up to dispatch Products as quickly and efficiently as possible and therefore if you cancel your order on the same day or even directly after you placed it, the Products may still be delivered.
To cancel a Contract, you must inform us by giving a clear statement of your decision to cancel within 24 hours after the products are delivered to you. We will review your reason to make sure it’s eligible for a refund. If it’s approved, we will proceed with a refund process.
You may wish to keep a copy of your cancellation notification for your own records.
You can also inform us by calling the customer services team on +6017-9816620, or by using the contact form available on the Access Points, you do not have to use the model form, but if you do we will acknowledge your cancellation by email.
If you send us your cancellation notice by e-mail, then your cancellation is effective from the date you sent the e-mail to us. If you call us to notify us of your cancellation, then your cancellation is effective from the date you telephone us. If you use the contact form on our websites, your cancellation is effective as soon as you submit the form.
However, this cancellation right does not apply in the case of Products which have been personalised to your specification.
EFFECTS OF CANCELLATION
If you cancel the Contract, we will refund you all payments you have made to us under the Contract. Your refund includes the total value of any returned items except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery. Please note that delivery fees are not refundable unless you receive an incorrect item.
We will refund you without undue delay, and in any event no later than 14 working days after we have collected the Products from you. We will refund you using the bank transfer, unless you expressly agree otherwise. You will not have to pay any fees as a result of the refund.
DEFECTIVE PRODUCTS
We are under a legal duty to supply you with Product(s) which are of satisfactory quality, fit for purpose and in conformity with our contract with you i.e. match the description (‘Expected Standards’) – and will use our reasonable endeavours to do so taking into account all the relevant factors in the nature and manufacture of the Products supplied. Products which do not meet these Expected Standards are described as ‘defective’ for the purpose of explaining your rights to a replacement or refund below.
We endeavour to secure high standards of materials and workmanship. If you receive any Products from us which can be shown to have had any defect of materials or workmanship at the time we dispatched the Products to you, or do not meet the Expected Standards as described above, you should notify us in writing at the address or email address shown below in the “Contact” section within 24 hours from delivery.
If you receive any Products from us which can be shown to have had any defect because of logistic handling including packaging of the products, you may be required to provide proof of the damage, including the external packaging. The contents of the consignment and the original packaging should be available for inspection at the delivery address. This information should be included with your notification also within 24 hours from delivery.
Following receipt of such notification (and if we require, return of the defective Products) you have the option to receive replacement Products (where applicable) free of charge or we will offer you a refund for the affected Products, as set out in the “Refunds Procedure for Defective Products” section below. Replacements will be provided within a reasonable time and without causing significant inconvenience to you. If you choose to receive a replacement, this 24-hour period is paused to enable you to receive your replacement and check it is acceptable.
However, if you would like the option of a replacement the sooner you notify us the more likely we will be able to provide this as due to the nature of these products and limited stock, replacements may not be available. In this instance, only a refund will be offered, as set out in the “Refunds for Defective Products” section below.
Our replacement or refund policy for defective Products will not apply to:
Any defect in the Products arising from:
- fair wear and tear;
- willful damage, incorrect handling or storage, misuse, accident, negligence by you or any third party;
- use other than recommended by us and/or failure to follow our instructions; or
- any incorrect information or specification supplied by you; and
- Products which you have not paid for.
RETURNS PROCEDURE FOR DEFECTIVE PRODUCTS
If you notify us that the Products are defective or do not meet the Expected Standards, we request you return the Products directly to KARL CONSULT SDN BHD and not to subsidiaries, independent retailers, concessions, stockists, factory shops or alike. Delivery should be addressed to our main trading address at Unit 07-05 Richmond Kiara 3, Jalan Kiara 3, Mont Kiara 50480 Kuala Lumpur, unless otherwise notify.
Before returning the Products to us, we ask that you:
- re-package the Product(s) in their original boxes along with the dispatch note or order acknowledgement stating the reason for the return. In the case of a defective product, please provide a full description of the fault;
- make sure you wrap the package securely; and
- label the package(s) with your Order ID number.
Please note the following:
You have a legal obligation to keep the Products in your possession and to take reasonable care of the Products while they are in your possession; and
Your right to cancel does not depend on complying with these requests but complying will assist us in ensuring that your refund is processed promptly.
REFUNDS FOR DEFECTIVE PRODUCTS
Where we refund the price of any Products that are defective or do not meet the Expected Standards, we will refund the price of the Products in full, any applicable delivery charges, and any reasonable costs you incur in returning the Products to us. We will refund you without undue delay, and in any event no later than 14 working days after we have agreed that you are entitled to a refund.
Our returns and refunds policy does not affect your statutory rights.
Last Update: 23 July 2024