WHAT SHOULD I DO IF MY PRODUCT ARRIVES DAMAGED OR DEFECTIVE, OR ISN'T WHAT I ORDERED?
If you have received products that 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 call our Head Quarter Office 04-2262600 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 will have 2 return options:
- Return via Postal Service (postage by the consumer)
- Return in one of our own Retail Store (free returns)
Please kindly follow the following steps:
- Contact our Customer Service team 04-2262600
- Provide our Customer Service team your order details and reason for returns.
- Print out your return form(s) that will be provided by our Customer Service team.
- Simply pack the item you wished to return in a box, insert your return form, then seal the box.
- Proceed to your preferred courier to post back your returns.
- Take note of the tracking number stated on the shipping label provided by the postal service as a reference.
In-Store Returns (free returns)
If upon collecting your reservation, you are not completely happy with your products, simply leave the products in-store with one of our teams and we will process the return for you. Please return your order to any store listed below within 30 days and our in-store team will be able to process a refund for you.
We are also 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 Online Order Invoice. 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 had used. Therefore, we will not be able to provide cash refunds. Our store staff will provide you a manual receipt as your proof of returns. Please kindly keep that copy for future reference.
You can return your merchandise products at any of our own retail stores below:
- Poly Shoe Bukit Jambul
- Poly Shoe Komtar
- Poly Shoe Taiping
- Poly Shoe Sungai Petani
WHAT ARE THE CONDITIONS FOR RETURNING MY PRODUCT(S)?
You can return your order within 30 days of receiving it. If you received items from one order in several parcels, the 30-days return period begins on the day you received the last parcel.
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.
- Apparel must have the original packaging and original tags attached.
- Accessories must have all parts of the original packaging. Accessories must remain vacuum - sealed if it comes in sealed packaging.
- Footwear must be in the original shoe box with original tags attached. Stickers on the shoebox should not be removed or altered in any form.
Returned products are inspected by our Quality Assurance Department. 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 assembly process, the original product will be returned to you. We do not refund products:
- Obtained from a source other than http://www.polyshoe.my/
- Damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.)
- Damaged by misuse or activities other than the intended purpose (use of running shoes for court sports or hiking footwear as work boots, 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 PS CONCEPTS MARKETING SDN BHD 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 with a partial refund -
- A refund is allowed only to a bank account.
- Please enter the following bank account details in the link provided by PS CONCEPTS MARKETING SDN BHD via email.
- Bank name
- Account number
- Account name
- Bank account details are not stored by PS CONCEPTS MARKETING SDN BHD in any of the systems and will be transmitted in encrypted format only.
- The onus of entering the bank account details correctly is only on the customer. If the customer entered the bank account details incorrectly, PS CONCEPTS MARKETING SDN BHD is not liable for any loss.
For further information and especially if you do not receive your refund within 21 business days, please feel free to call our Head Quarter Office 04-2262600 and let the advisor know the details of your order and your open question.
WHEN WILL YOU RECEIVE MY RETURN PACKAGE?
After you drop off your return package at any of our store locators, 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 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's condition.
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)?
Regret to say that 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.
If you choose to return the product(s) to our local store, you may return the product(s) and purchase something else that we have in stock in the store.
WILL YOU REFUND MY SHIPPING / DELIVERY COSTS IF I RETURN MY ORDER?
We will refund your shipping costs when possible. In some cases, your entire shipping costs can be refunded, for example, PS CONCEPTS MARKETING SDN BHD delivered wrong item or item damage due to production or delivery process.
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 contact us via
- Call at 04-2262600
- WhatsApp at +6012
Our advisors will be happy to assist you.