Return and Refund Policy
What is the SUTRA Returns and Refund policy?
All items sold on SUTRA Malaysia are covered under the Buyer protection
| 100% Buyer protection (BP) | |
|---|---|
| Coverage of return policy | 7 calendars day |
| Change of mind | Not Available |
| Money back guaranteed | Yes |
| SUTRA verified-service of seller | Yes |
Requirements for a valid return:
- Proof of purchase (order number, tax invoice, etc)
- Bank details in Return Form if original payment is made via eGHL or Cash-on-Delivery
- Include printed Return Form and SUTRA Tax Invoice in each return package box
- Reason for return has to be valid and return acceptance conditions met (check out below)
- Should there be any item damage due to our transportation, please contact our customer service within 24 hours for claim purposes.
For which reasons can I return an item?
You may want to return your item due to any of the following reasons:
NOTE: In the unlikely event that your return does not meet requirement(s), our Customer Service will notify you before sending it back to you. In this instance, your return courier/postal fee will not be reimbursed.
YOUR RETURN MUST BE
Reasons for return New Condition Sealed Condition Complete
(free gifts, accessories,
original packaging)Not damaged Tags & labels attached
Delivery - Wrong Product ✓ ✓
Product sealed should not be broken EXCEPT
for item type that cannot be differentiated visually
based on information provided on the box / packaging only ✓ ✓ ✓
Quality Damaged Product X X ✓ X ✓
Quality - Defective X X ✓ ✓ ✓
Quality - Product Condition ✓ ✓ ✓ ✓ ✓
Website - Incorrect Content ✓ ✓ ✓ ✓ ✓
Can I return an item after the return and refund policy coverage days?
Your item cannot be returned after 10 calendar days for items under 100% Buyer Protection After this period, if the item is covered by a manufacturer’s warranty, please contact the manufacturer directly for assistance and return.
How long is the quality evaluation process?
Replacement process only begins after we have completed evaluating your returned item. This quality evaluation process may take up to 2 – 3 business days.
Where to return? Kindly have your returns shipped to:TBE SALES AND MARKETING No. ST 519, Jalan Tunas Baru, Seksyen ¼, Kawasan Perindustrian Masjid Tanah, 78300 Melaka Malaysia
Tel: +606-384964, mobile: +6011 16335433
How soon will I receive my refund?
Refund can be processed in case of return or cancellation. For your convenience, we offer different refund options for you to choose from, basing on your payment method at the time of purchase.We will update you via email and SMS once your refund has been initiated. You will be able to see the credited amount on your statement as per the lead time listed in the table below for each of the refund channels.If the refund does not arrive after the next two months’ statements, please contact your issuing bank or party directly for support.
Note: Any postage fee incurred during the returns, please send us your postage fee with receipt for us to refund to you. Processing time will be the same as bank transfer method.
Payment Method
(at the time of purchase) Refund Method SUTRA processing time
(after return has been evaluated
/ cancellation has been done)Bank processing Time
(after refund has been processed
by SUTRA)
Credit card/Debit card Credit card 1 - 3 working days 5 - 15 working days
(depending on your bank)
Paypal Paypal 1 - 3 working days None
Cash on Delivery (COD) Bank transfer/Store credit 1 - 3 working days 1 - 3 working days
Bank transfer Store credit 1 - 3 working days None
Bank transfer eGHL reversal refund 1 - 3 working days 5 – 14 working days
(depending on your bank)
Communication between Buyer and SUTRA
Sutra encourages Buyer to communicate with Sutra in the event where problem arises in a transaction.