SHIPPING POLICY
FLAT RATE SHIPPING
The flat rate shipping policy applies to any valid address within Malaysia only (Peninsular Malaysia, Sabah and Sarawak). All flat rate shipping will be shipped via Registered Post Shipping only. It requires an authorized signature to be present for goods to be delivered to you.
SHIPPING ADDRESS
We will only ship to addresses provided in the shipment address or billing address provided during your purchase. Please ensure correct addresses and reachable phone number are provided when completing your order. We do not ship to P.O Boxes (Post-Office Box) and only to valid legitimate shipping addresses.
We will not be liable in the event of an incorrect shipping address is provided and goods are returned to us. All re-delivery of goods to you will be charged for a associated shipping charges which will be disclosed upon request for a second delivery attempt.
CHANGE IN SHIPPING ADDRESS
If you have any request for change of shipping address, please email us at hello@smellx.com.my within 12 hours upon your order submission. If request of change in shipping address is made after 24 hours upon order confirmation, customers will be responsible for any associated shipping charges.
SHIPPING TIME
It typically takes between 2-5 working days (Monday to Friday) for goods to arrive at your destination. The shipment will be delivered during office hours between 9:00 am to 5:00 pm weekdays only.
CANCELLATION, RETURN & REFUND POLICY
CANCELLATION PRIOR TO SHIPMENT
If you cancel your order(s) before it ships from our warehouse, you will not be charged any additional fees. We require a cancellation request to be submitted by emailing us at hello@smellx.com.my
Once the cancellation request is received, a full refund will be initiated. We would advise a cancellation request within 12 hours upon your order submission in order for a cancellation prior to goods shipment.
RETURN POLICY
The following are the policies to be eligible for return requests after shipment/ receipt of goods:
You have 15 days to return an item from the date you received it
Only items that have been purchased directly from www.smellx.com.my can be eligible for a return. Any SMELL-X product purchased through other retailers is not eligible for this policy and must be in accordance to the respective retailers’ returns and refunds policy.
Please ensure all goods are returned in original condition and packaging with all included parts.
- Goods are ineligible for a return if the following are applied:
- Goods are not in original state/condition
- Goods have been tampered/ refurbished or modified
- Goods that are damaged/broken/dented/scratched
- Goods that have been used
Customers will be responsible for all shipping charges to return goods to SMELL-X warehouse.
Returns are applicable only for a complete set which includes the core, holder and full packaging. Separate components are not eligible for the return policy.
ONLINE RETURN PROCESS
You can initiate a return online after you have received your goods and only if the return policies above are fulfilled. You may request for a return and refund by emailing us at hello@smellx.com.my
If the return policy is applicable, an email of approval will be issued to you for return of goods to our warehouse.
The return process is only valid for 30 days. If your return has not been received at our warehouse within that 30 days, your return will be closed and you will no longer be eligible for a refund.
REFUND POLICY
Your full refund will be issued once we have received and examined the returned goods at our warehouse. Once the returned goods fulfill our return policy, the full refund will be initiated. The method of refund will be processed depending on your original payment method:
Online Bank Transfer, full refunds will be credited into your bank account via online bank transfer, which should be posted within 3-5 working days
Credit card refunds, refunds will be sent to the card-issuing bank. Kindly contact your card-issuing bank with regards to the duration of the credit refunds.
INCORRECT OR DAMAGED ITEMS
If you received incorrect or damaged SMELL-X during shipping, kindly contact us at hello@smellx.com.my and our customer service representative will assist you with this issue.