Shipping & Refund Policy
Thank you for shopping at pagoda.com.my
In the rare event that our products fail to meet our commitment to quality, a refund may be offered at our discretion. We will endeavour to resolve all requests for refund within 7 business days of receiving the request.
Complaints
We take complaint and feedback very seriously. If you are not entirely satisfied with your purchase, we’re here to help.
Any complaints or request for refund must be made within 24 hours upon receiving the products.
Delivery Policy
All deliveries are only within Malaysia. Street names and POS code must be correct and accurate.
If the packaging seal is opened or damaged, DO NOT accept the parcel.
If the order is not collected within the stipulated time, the order may be disposed and there shall not be any refund for the amount purchased for that order.
We deliver each order to one delivery address within Malaysia.
Shipping Charges
A standard shipping & handling fee of RM5.00 for every transaction for Kuala Lumpur & Selangor address delivery or RM10.00 for every transaction for out of Kuala Lumpur & Selangor address delivery within Peninsular Malaysia unless otherwise stated. * (the fee is subject to change by the management without prior notice).
STRICTLY NO REFUND for shipping & handling charges.
All orders are dispatched and delivered by the designated carrier from Monday to Friday, excluding weekends and public holidays.
Delivery lead time
Order confirmation and closing time is before 9 am from Monday to Friday (except public holidays and considered the next business working day where applicable).
Confirmed orders will be processed within the next two (2) business working days, excluding Saturday, Sunday & public holidays.
Delivery lead time for Orders to arrive (after processing and packing) is as follows :-
- Kuala Lumpur & Selangor : 3 – 7 business working days.*
- Peninsular Malaysia (except Kuala Lumpur & Selangor) : 7 – 15 business working days.*
*subject to courier service’s changes.
Sales, Promotions & Festives Periods
During peak online sales & promotional periods, orders and deliveries may take longer time.
For festive seasons, please place your order 15 days in advance in addition to the regular lead time required.
Returns
You have [7] business days to return an item from the date you received it. Only return via courier with tracking number given is accepted, walk in will strictly not be entertained.
To be eligible for a return, your item must be in the same condition that you received it. Your item must be in the original packaging.
Your item needs to have the receipt or proof of purchase from our website.
Refunds
Once we received your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to you. All refund will be issued as a gift voucher at pagoda.com.my website, which can be used for next purchase. Refunds to credit card or cash are not available. If your return is not approved, we will resend you the parcel.
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
The maximum refund offered is the value of the product. Further compensation is not available. We ask for patience with factors that may be beyond our control (e.g. traffic conditions etc.) as we cannot be held liable for any such delays.
Damaged item during shipment
The customer is responsible to check that they receive the products in good conditions upon delivery. If the product is found damage upon receiving, customer should immediately inform our support team at enquiry@pagoda.com.my. We will provide a refund in a form of gift voucher as soon as possible after inspection and investigation.
Contact Us
If you have any questions on how to return your item to us, contact us.