Under what circumstances can I return my product and get refund?
While we strive to provide the best service we can for all our buyers, we are sorry to inform that we will only accept return and refund if your parcel is damaged / lost during transit. Any damage caused by buyers or change of mind will NOT be accepted. In the event that you really cannot keep our product despite that it is in good working condition, and decides to send it back to us without our approval, unfortunately we will NOT cover any return shipping fee nor refund to you even if the item reached us in good working condition. Kindly contact us at 03-5882 1469 before returning if unsure if your order is eligible for return.
What to do if my parcel is damaged during transit?
We understand that no matter how hard we try to prevent our goods from damages made by our logistic partners, there will still be some cases whereby our parcels are handled poorly and cause an unpleasant shopping experience to our valued buyers. You need to contact us within 24 hours (1 working day) after you received your products via our office phone number 03-5882 1469. Prior to agreeing with the refund, we will collect the damage evidence from you. If your parcel had been proven damaged by our logistic partners, we will refund the full amount including shipping fee to you ONLY IF the damaged item is shipped back to us with the receipt together and in original shipping container as received. If the goods/products has been used or damaged by the customer, there will NOT be any refund. Costplus Online Sdn Bhd will also NOT be responsible if your shipment is lost during the return transit.
What if my item is not damaged from the outside but is not functioning or have missing parts?
It is very unfortunate that you will receive the item in such condtion, but you can always claim warranty for these cases as these issues are covered under local supplier warranty. You can check out more about warranty on our page here.
How about return shipping fees?
Once we confirmed that your order is eligible for return/refund, we will issue a Return Shipping Label to you. You will be required to pass the damaged item to the respective courier as per the logistic company stated on the Return Shipping Label. You will not be prompt to pay anything over the counter if you are using our return shipping label, and if you were asked to pay anything upfront, please contact us IMMEDIATELY. Costplus Online Sdn Bhd will NOT cover any return shipping fee if you are not using our return shipping label to proceed with the return.
When will I get my refund?
For damaged item, once we have checked and confirm the goods/products, customer will receive their refund within 3 working days after the confirmation.
For lost parcels, we will refund within 3 working days after our logistic partners refund to us. Usually it will take 7 to 14 working days, but might vary depending on a case by case basis.
Who are your logistic partners?
Klang Valley (Below 30kg) : Lalamove, Poslaju, J&T Express
Klang Valley (Above 30kg) : Our own lorry, Lalamove, Poslaju
Non-Klang Valley - West Malaysia (Below 30kg) : Poslaju, J&T Express
Non-Klang Valley - West Malaysia (Above 30kg) : Poslaju
Non-Klang Valley - East Malaysia (Below 30kg) : Poslaju, J&T Express
Non-Klang Valley - East Malaysia (Above 30kg) : N/A
Where should I return the products to?
Please return your purchase to the following address:
Costplus Online Sdn Bhd
No 20, Jalan Bulan BY U5/BY,
Bandar Pinggiran Subang,
40150, Shah Alam,
Please contact us at email@example.com or 03-5882 1469 if you have any questions or doubts.