Return / Exchange Policy
AT KEIMAG.COM.MY,
We want you to be happy with your purchase. You may return any unworn and unwashed items for store credit, equal to the amount paid, for ANY reason! No processing fees or hidden charges!
Size Exchange (Normal Price Items)
Select "size exchange" and specify the desired size when submitting your return request. We will reserve the size while awaiting your return parcel (subject to stock availability).
- Customers bear the return shipping fee (buyer to KEI MAG).
- KEI MAG covers the shipping fee for the exchanged item, provided the product qualifies for our free shipping promo (RM50 for WM, RM140 for EM)
Product/Style Exchange (Normal Price Items)
Store credit of the paid price will be issued. redeemable for any item on our website.
- Customers bear the return shipping fee (from buyer to KEI MAG).
- Store credit can be split and used across multiple orders, but only the first order qualifies for free shipping, provided the product qualifies for our free shipping promo (RM50 for WM, RM140 for EM).
Defective/Wrong Items Received
- Return shipping subsidy: RM6 (WM) / RM10 (EM) in store credit.
- A replacement will be sent at our cost.
- Upon receiving the return parcel, our team will undergo an inspection to verify the defect before the exchange is processed.
On Sale Items
All on-sale products are final. Returns and exchanges are not accepted.
Special Events & PromotionsDifferent terms may apply during special events or promotions, which will prevail and supersede the terms stated here.
International Orders
For orders outside Malaysia, the buyer bears the shipping fees for both return and exchange shipments.
RETURN Checklist
Before returning, please confirm if you still have:
- Clothing in it's original condition (UNUSED, UNWORN, UNWASHED, UNALTERED etc.)
- Accessories / belt etc. (if any)
- Clothing tag intact
- KEI MAG original order slip in hardcopy (you can find it in the parcel)
- KEI MAG original packaging (zip lock bag)
Everything listed above must be fulfilled, or else return will be declined and parcel will be reshipped back to customer (at customer cost).
HOW TO RETURN?
Return requests must be submitted within 48 hours of parcel arrival and shipped back within 7 days. Late requests will not be accepted.
Guest checkout
For customer who checkout as
GUEST and wish to return, please email to
info@keimag.com.my and include the following details:
1. Order ID
2. Item to be returned
3. Reason (eg. size exchange, faulty item, wrong item received, I don't like etc.)
Account checkout
If you have an account, submit your return request via our website:
- Login to your account
- Go to Order History, select the order, and click "View".
- Click "Return", fill in the required details, and click "Continue" to submit your request.
We will respond to your email within 24 hours. Only after receiving our confirmation email, return the item within 7 days to:
ADDRESS WILL BE PROVIDED IN OUR REPLY
Important: Return request must be submitted within 48 hours of parcel arrival, based on the courier’s tracking timestamp.We aim to issue store credit within 2 business days after receiving and inspecting your return.
RETURN Conditions
- You are responsible for the item until it reaches our warehouse. Please ensure it is properly packed to avoid damage during transit.
- Items must be returned in unused, unworn, unwashed, and unaltered condition, with the original packaging.
- Original copy of the Order Slip must be returned as well.
- Please handle items with care when trying them on to avoid stains, especially from makeup or deodorant.
- For maxi/long apparels, ensure the hem does not touch dirty surfaces and try them on a clean floor.
- In the unlikely event that an item is returned to us in an unsuitable condition or show signs of use, admin fee will be imposed (amount depending on condition).
- Minor defects on inner lining (e.g., small stains or ripped) are not considered faulty.
- Accessories and lingerie are strictly non-refundable and non-exchangeable.
Store credit policy
- Store credit is valid for ONE year.
- No cash refunds. Store credit cannot be converted to cash or its equivalent.
- Exchange / return can be done ONE (1) time only. All subsequent exchange/purchase using store credit is not entitled for return.
- Store credit can be split and used across multiple orders, but only the first exchange order qualifies for free shipping (provided it meets our free shipping promo)
