This Return, Refund and Exchange Policy applies to products purchased from ELITE INTERNATIONAL MARKETING SDN. BHD. [202501021110 (1622523-V)]. We aim to deliver travel necessities, travel bags, accessories and water bottles in good condition and according to the descriptions displayed on our Website.
1. Eligibility for a Return, Refund or Exchange
Customers may submit a request when:
- The wrong product was delivered.
- The quantity, model, colour or design differs from the confirmed Order.
- The product does not match the specifications or description advertised on our Website.
- The product arrived damaged, defective or incomplete.
- A listed component or accessory was missing.
- The delivery exceeded the period stated in our Shipping Policy.
All requests must be submitted within 30 days from the date of delivery.
2. Supporting Evidence
Customers must provide sufficient evidence, including:
- A valid Order number or proof of purchase.
- Clear photographs of the complete product.
- Close-up photographs showing the damage, defect or incorrect feature.
- A continuous unboxing video showing the unopened parcel, shipping label, packaging and product received.
- A video demonstrating the reported fault, where applicable.
- Any additional information reasonably requested by the Company.
Requests submitted without sufficient evidence may not be approved.
3. Returnable Condition
Products must:
- Remain unused and in their original condition.
- Be returned in their original packaging.
- Retain all original labels, tags and seals.
- Include all straps, caps, covers, pouches, accessories and complimentary items.
- Be free from stains, odours, scratches and customer-caused damage.
- Not have been washed, modified, repaired or personalised.
Customers must stop using the product immediately after discovering a possible defect.
4. Hygiene-Sensitive Products
Personal-use products such as travel neck pillows, toothbrush covers, bottle accessories and similar items may not be returned after they have been opened or used due to hygiene considerations.
An exception may be considered if the product was damaged, defective or incorrect upon delivery and the customer provides sufficient evidence.
5. Non-Eligible Requests
Returns, refunds and exchanges will not be accepted for:
- Change-of-mind purchases.
- Products ordered in the wrong size, colour, model or design by the customer.
- Failure to review product measurements or descriptions.
- Dislike of a product’s colour, shape, firmness, texture or comfort.
- Opened or used hygiene-sensitive products.
- Products damaged through misuse, accidents or improper handling.
- Travel bags damaged through overloading.
- Products damaged by airlines, transport operators or third parties.
- Products exposed to liquids, excessive heat or unsuitable storage conditions.
- Normal wear and tear.
- Minor colour differences caused by photography, lighting or screen settings.
- Products with missing packaging, labels or accessories.
- Clearance or promotional products, unless incorrect or defective upon delivery.
6. How to Submit a Request
Customers must email eliteIM1@outlook.com before returning any product.
The email should include:
- Customer’s full name.
- Order number.
- Description of the issue.
- Required photographs and videos.
- Any other relevant supporting information.
Customers must wait for approval and return instructions. Products returned without prior approval may not be accepted.
7. Product Inspection
All returned products will be inspected to confirm:
- The product matches the relevant Order.
- The reported issue can be verified.
- The product remains in an acceptable returnable condition.
- All original accessories and packaging are included.
- The damage did not result from misuse or improper handling.
Submission of a request does not automatically guarantee approval.
8. Refunds
Approved refunds will be processed through the original payment method whenever possible.
The time required for the refund to appear may vary depending on the bank, payment gateway or financial institution. Administrative fees and other non-refundable charges will not be included unless the issue resulted from an error by the Company.
9. Exchanges
Approved exchanges are subject to product availability.
If the original product is unavailable, the Company may offer:
- A suitable replacement.
- An alternative product of similar value.
- Store credit.
- A refund of the approved amount.
If a customer selects a product with a higher price, the customer must pay the difference.
10. Cancellation Policy
Orders may only be cancelled within 12 hours from the time of purchase, provided processing, packing or shipment has not begun.
Once an Order has been processed or dispatched, it cannot be cancelled. The Company may cancel an Order due to unavailable stock, incorrect pricing, payment verification issues, suspected fraud or other reasonable operational circumstances.
11. Rejection of Requests
The Company may reject a request if:
- It is submitted after the permitted period.
- Sufficient evidence has not been provided.
- The product has been used, damaged or altered.
- The product was returned without authorisation.
- The reported issue cannot be verified.
- The request contains false or misleading information.
- The customer has misused the return process.
12. Contact Information
ELITE INTERNATIONAL MARKETING SDN. BHD.
Registration No.: 202501021110 (1622523-V)
Email: eliteIM1@outlook.com
Telephone: 011-5788 3211
Address: 26B, Jalan Bandar Cemerlang 3/1, Bandar Cemerlang, 81800 Ulu Tiram, Johor, Malaysia.