WWF-MALAYSIA'S MERCHANDISE RETURN & REFUND POLICY
1. PURPOSE
This Policy establishes a standardized framework for the return, refund, and exchange of merchandise to ensure consistency, transparency, and operational efficiency.
2. SCOPE
This Policy applies to all merchandise sold by WWF-Malaysia through its WWF-Malaysia’s website/Pandashop, Shopify, Google Merchant & META unless otherwise specified.
3. ELIGIBILITY FOR RETURNS
a. Customers may request a return within fourteen (14) days from the date of receiving the order, subject to the following conditions. The item must:
   i. Unworn, unused, and in its original condition;
   ii. Returned with original tags and packaging intact; and
   iii. Accompanied by proof of purchase.
b. WWF Malaysia reserves the right to reject any return that does not meet the above conditions.
4. NON-RETURNABLE ITEMS
a. The following items are not eligible for return or refund:
   i. Customized or personalized products
   ii. Sale or discounted items
   iii. Gift cards and vouchers
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5. RETURN PROCESS
a. To initiate a return:
   i. Customer must submit a request via email to: [email protected], including an image of the item, order details and reason for return
   ii. WWF Malaysia will review and confirm if the return is approved
   iii. Upon approval, return instructions will be provided
b. Important:
   i. Items returned without prior approval will not be accepted
   ii. Customers are responsible for ensuring items are properly packed and returned
c. Return Address: No. 1, Jalan PJS 5/28A, Petaling Jaya, Selangor, Malaysia
6. DAMAGED, DEFECTIVE OR INCORRECT ITEMS
a. Customers must inspect items upon receipt and notify WWF-Malaysia
immediately if:
   i. The item is defective
   ii. The item is damaged
   iii. The wrong item was delivered
WWF-Malaysia will assess the issue and determine the appropriate resolution, which may include replacement or refund.
7. EXCHANGES
a. Exchanges are permitted only for like-for-like items (e.g. size or colour variation)
b. All exchanges are subject to stock availability
c. If the requested exchange item is unavailable, WWF-Malaysia may offer a refund or alternative solution
8. REFUNDS
a. General Conditions
   i. All refunds are subject to inspection and approval
   ii. Refunds will be processed within ten (10) business days from approval
   iii. Processing time may vary depending on the payment provider
b. Refund Method
   i. Refunds will be made to the original payment method, unless otherwise determined by WWF-Malaysia
c. Discounts and Vouchers
   i. Refunds will be based on the actual amount paid after discounts
   ii. Voucher codes are non-refundable and non-reissuable
d. Refund Restrictions
   WWF Malaysia reserves the right to withhold refunds until:
   i. The returned item has been received and inspected
   ii. The return complies with this Policy
9. SHIPPING AND COSTS
a. Return shipping costs shall be borne by the customer unless:
   i. The item is defective
   ii. The wrong item was delivered
b. WWF-Malaysia shall not be responsible for:
   i. Loss or damage during return transit
   ii. Delays caused by shipping providers
10. BUNDLES & PROMOTIONAL ITEMS
a. Products purchased as part of a bundle or promotion must be returned as a complete set
b. If individual items are returned from a bundle:
   i. The promotional pricing may be voided
   ii. The refund amount will be adjusted accordingly based on the standard item price
11. FAIR USE & ABUSE PREVENTION
WWF-Malaysia monitors return activity and reserves the right to take appropriate action in cases of suspected abuse, including but not limited to:
a. Excessive or unreasonable return patterns
b. Repeated returns of used or non-compliant items
c. Actions may include:
   i. Rejection of return or refund requests
   ii. Suspension or termination of customer accounts
   iii. Restriction of future transactions
12. LIMITATION OF LIABILITY
To the fullest extent permitted by law, WWF-Malaysia shall not be liable for any indirect, incidental, or consequential losses arising from the use of its products or the application of this Policy.
13. DISCRETION & FINAL DECISION
All decisions relating to returns, refunds, and exchanges are subject to WWF-Malaysia’s sole and absolute discretion, and such decisions shall be final and binding.
14. GOVERNING LAW
This Policy shall be governed by and construed in accordance with the laws of Malaysia.