GENERAL RETURN CONDITIONS
1. WHAT SHOULD I DO IF MY PRODUCT ARRIVES DAMAGED OR DEFECTIVE, OR ISN’T WHAT I ORDERED?
If you have received products which 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 Customer Service team at 012-3561437 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
2. HOW DO I RETURN MY ORDER?
You will have 3 return options:
Return via Postal Service
Return to one of our own Retail Store (free returns)
You can return your online order within 30 days of receiving your order. Please kindly follow the following steps:
Contact our Customer Service team 012-3561437 or email us at [email protected]
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 via email.
Insert your return form into the return parcel, then seal the parcel.
Proceed to the nearest post office 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. If you have taken your Click and Order order home, please return your order to any store listed below within 30 days and our in-store team will be able to process an exchange 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 Click and Collect Collection Confirmation email or Order Shipment Confirmation email. 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:
ERKE MALAYSIA MELAWATI MALL
ERKE MALAYSIA SUNWAY VELOCITY
ERKE MALAYSIA EKO CHERAS
3. WHAT ARE THE CONDITIONS FOR RETURNING MY PRODUCT(S)?
You can return your order within 7 days of receiving it. If you received items from one order in several parcels, the 7-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. Sticker on the shoe box 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 for cash:
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.)
4. WHEN WILL YOU RECEIVE MY RETURN PACKAGE?
After you drop off your return package at the local drop off point, 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.
5. CAN I EXCHANGE MY PRODUCT(S)?
We are unable to exchange the products you ordered online and had delivered to your preferred delivery address. However, you can return unwanted products and then place a new order.
If you choose to pick it up at a store, you may return the product upon collection and purchase something else that we have in stock in the store. You may also place a new Click and Collect reservation for your desired products.