REFUND & RETURN POLICY
1. How long do I have to return an item?
Return of goods and products must be made within 14 days from the day you received your order.
2. Requirements for a valid return:
We try our best at HAG Store to ensure you get the best quality products from us. If you are unhappy with your purchase, please return any items in their original condition and packaging within 14 days of receiving your purchase. Please attached the information below:
Proof of purchase (order number, tax invoice, etc);
Bank details in Return Form if original payment is made via iPay88;
Include printed Return Form and HAG Store Tax Invoice in each return package box;
Reason for return has to be valid and return acceptance conditions met.
3. What should I do if I receive an incorrect or faulty item?
We’re sorry to hear that you’ve received an incorrect or faulty item. Please contact us via the contact us form stating the order number with further details of the issue within 14 days of receiving your order. One of our customer service agents will be more than happy to look into this for you.
4. What are the steps of return?
Fill in Contact Us Form with subject: “Request for refund (#your order number)”.
An e-mail attached with HAG Return Form will be send to your e-mail address. Fill up the Return Form and attach it with the products.
Re-pack your item(s) in the original packaging, or in a secure, waterproof package with labels and tags still attached.
Return your package via the Post Office, remembering to get proof of postage. Please don’t post your package through the post box without getting proof of postage. Keep it safe in case you need to use this as evidence of your return.
5. Where should I return my product to?
Simply return your items to the following address within 14 days of the date on received your order. Please note that returns will be made at your own cost. Address: 30-2, 2nd Floor, Beverly Hills Plaza, Jalan Bundusan, Penampang, 88300 Kota Kinabalu, Sabah.
6. How long does it take to process my return?
It can usually take up to 7 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to our warehouse and processed. On receiving your return, the next step is for us to check the item(s). Once our checks are complete we’ll refund your credit/debit card. The funds should appear on your bank statement within 3-5 working days (how long depends on your card issuer). Refunds will be made to the original form of payment and will reach your account within 5 working days.
7. How can I track the status of my return?
We will send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed.