Return / Exchange Policy
AT KEIMAG.COM.MY,
We want you to be pleased with your purchase. You can return any unworn items for any reason for a full store credit refund of the paid price. No processing fee or any hidden charge applies!
For size exchange (normal price items),
Choose size exchange and remark the size you want when submitting return request. We'll reserve the size you want while waiting for your return parcel (provided the stock is available).
Customers bear the return shipping fee (from buyer to KEI MAG).
KEI MAG bear the shipping fee for sending the exchange piece, as long as the product meets our free shipping promo - RM 50 for WM,or RM 140 for EM.
For product/style exchange (normal price items),
Store credit of the paid price will be issued. Store credit can be used to purchase anything from our website.
Customers bear the return shipping fee (from buyer to KEI MAG).
For subsequent purchase using store credit, free shipping is available as long as the product meets our free shipping promo (RM 50 for WM or RM 140 for EM).
For defective/wrong items received, we'll subsidize RM 6 (WM) / RM 10 (EM) store credit for return shipping. Also, we'll send you a new one at our cost.
Special event / promotion may have different T&C and it shall prevail and supersede any inconsistent terms and conditions contained herein or elsewhere.
For orders outside Malaysia, buyer bears the shipping fee for BOTH way.
HOW?
Return request has to be submitted within 48 hours upon parcel arrival. Late submission will not be entertained.
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 wish to return an item, please submit the return form via our website. Steps are as below:
- Login to your account
- Under Order History, select the order that you wish to return, and click 'View'.
- Click 'Return' button and fill up all necessary information and click 'CONTINUE' to submit your Return request.
- Once we receive your return request, we will get back to you within 24 hours. AFTER getting email confirmation from us, send the item back in its original packaging within 7 days upon parcel arrival to:
ADDRESS WILL BE PROVIDED IN OUR REPLY
Note: For return request to be valid, please submit this form within 48 hours after the package is delivered to buyer. Courier tracking system timestamp will be used to determine the valid period for all return requests.
We aim to issue you the store credit within 2 business days from the time we have received and inspected your return items.
The goods are your responsibility until they reach our warehouse, so make sure it’s packed up properly and can’t get damaged on the way. All items must be returned in UNUSED, UNWORN, UNWASHED, UNALTERED condition in the original packaging. Original copy of the Order Slip must be returned as well.
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).
Jewelry, accessories, lingerie, personalized jewelry and bags are strictly not entitled for refund/exchange.
Before returning, could you 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).
Store credit is valid for ONE year. Exchange / return can be done ONE (1) time only. No cash refund. Store credit cannot be exchanged to cash or equivalent.
All subsequent exchange/purchase using store credit is not entitled for return.
Splitting store credit and use on multiple orders is available, but only the first exchange order is eligible for free shipping.
Inner layer/lining slight defect (small stain/ripped) is not considered as faulty product.
