At kaenG, we strive to ensure our customers are completely satisfied with their purchases. Below are the details of our return and refund policy:
Full refund & exchange
Customers will receive a full refund (for the item(s) or order) or an exchange in the event of:
- Missing items: The parcel received has missing item(s).
- Faulty items: The parcel received has faulty item(s).
- Wrong items: The parcel received has wrong item(s).
- Cancelled orders: Orders cancelled with a valid reason.
- Out of stock: The item(s) ordered is out of stock.
Note: Refunds will be processed based on the final value paid for the respective product (in the case of vouchers/redemption codes/campaigns/promotions). Shipping fees may or may not be refunded, depending on the case.
To complete your return, we require a receipt or proof of purchase.
In the case of exchanging item(s), we will proceed with postage or shipping after the proof of return is provided by the customer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Return conditions
We only accept returns of unworn, unused, unwashed, and undamaged products that are still in their original product packaging.
Due to our strict hygiene policy, customers must contact us within five (5) days after receiving the product to request a return.
Return process
Submit a request via email to kaenghq@gmail.com with the following details:
- Order ID / Order details (proof of purchase)
- Return/ exchange reason
- Proof of defect (videos/pictures), if applicable
We will process your request as soon as possible. Once approved, you may provide us your bank details (for refund) and proceed with returning the item. We will assist you through the process smoothly!
Please note that customers might need to bear the shipping cost for returned item(s), depending on the case.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days latest within seven (7) working days
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at kaenghq@gmail.com.
Exchanges
For exchange process, please complete the above steps (email us > return process) first. Make sure you mentioned exchange reason in your request email.
We only replace items if they are defective or damaged. We reserve the right to approve or reject any refund/ exchange requests. The refund or exchange of a product will depend on our evaluation of the returned items.
Shipping returns
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Other issues
Submit a request via email to kaenghq@gmail.com with the following details:
- Order ID / Order details (proof of purchase)
- State your issues
- Related videos/pictures, if applicable
We will help to assist you as soon as possible.
Need help?
If you have any further issues, please contact us directly at kaenghq@gmail.com or WhatsApp us at http://www.wasap.my/+601156563490.