Return Policy
Please read our policy below for further details and information.
- For Online Purchase via ‘Online Payment’ (Debit/ Credit Card, FPX, Online Banking & E-Wallet):
Product(s) can be returned ONLY to our warehouse via parcel return. Return & refund to physical stores will NOT be accepted - For Online Purchase via ‘Pay In Store’:
Product(s) can be returned ONLY to the original physical store you made the payment. Return & refund to warehouse via parcel return will NOT be accepted. - (iii)Returns are accepted if the item is defective, damaged upon arrival, or if you received the wrong product.
Return Policy
1) Store Purchase: Return within 7 days from the date of purchase of the product(s) from the Grand Treasure store.
2) Online Purchase: return within 7 days of receiving the product(s) ordered from the Grand Treasure online store (www.Grand Treasure.com.my).
Example: If you received the product(s) on 1st May, please return the product(s) by shipping it to our warehouse by 7th May.
3) Only product(s) purchased in Malaysia can be exchanged or refunded (in the currency of Ringgit Malaysia), provided the product(s) is returned in original condition with original product packaging, original box and original cushion.
4) The amount refunded will be based on the net amount i.e. paid price for the product(s) as indicated on the receipt. Coupon/ voucher used for the purchase will be forfeited and will not be refunded.
5) Delivery charges paid in the original order are non-refundable.
6) Purchase made using gift card is not eligible for refund.
7) Purchase with novelty redemption, the novelty must be returned to be eligible for refund.
8) Product(s) sold at marked down prices due to defect(s) or faulty cannot be returned.
9) Grand Treasure (Malaysia) reserves the right to reject requests for returns where
(i) such requests are deemed habitual in our sole and absolute discretion; and/or
(ii) there is suspicion of purchase for the purposes of resale.
(iii)item not standardize product, due to handmade and hand painted related issue.
10) Grand Treasure (Malaysia) reserves the right for final decision and to amend this policy at any time without prior notice.
How to exchange for In-Store & Online Purchase
Please follow the below steps to exchange your online/ in-store purchase:
- Visit Grand Treasure Malaysia, Pavilion Kuala Lumpur branch for exchange item.
- Bring along the original purchase receipt and the product(s) in with original accessories, original cushion and label.
3) Visit cashier counter to request for a product exchange.
Remarks:
1) Click here to check the FAQ for Return & Exchange Conditions and Precautions.
2) For return & refund, click here for more details.
3) You can exchange to same product in different size or color.
4) You can exchange to different product with same or higher price value. In exchange for the higher-value product, you are required to top up the price difference.
Return & Exchange Conditions and Precautions
Return Acceptance Period:
(Store Purchase) Within 7 days from the date of purchase.
(Online Purchase) Within 7 days from the date receive your parcel.
Products that cannot be returned:
1)Exceed 7 days from the date of Order Received (Online purchase) or Date of Purchase.
2)Item is in original condition with original product packaging, original accessories, original cushions and label.
3)Items not damaged due to misuse or negligence.
4)Items that have been used or altered.
5)No official Invoice or Receipt.
Return for Product Defect
We’re very sorry to hear that the item you have purchased from us may be faulty.
Please get in touch with our customer service via email grandtreasureshop@gmail.com for further assistance.
By providing few clear photos and videos to us might enhance the whole process.
How to return for Online Payment Purchase
Please follow below steps to return & refund if your online order payment method is Online Payment:
STEP 1: Review Checklist
Check if all conditions below are met:
1)Your purchase is within 7 days from the date of order received.
2)Item is in original condition with original product packaging, original accessories, original cushions and label.
3)Item not damaged, painted, washed or stained.
Remarks:
1) Markdown & faulty items is non-returnable.
2) Click here to refer our FAQ Return & Exchange Conditions and Precautions.
STEP 2: Send us an Request Return Email
Please send us the item information
-Proof of Purchase (Invoice or Receipt)
-Item code and quantity of the items.
-Clear product photos and video as proof of damage, defect or wrong item.
-Stated the reason to return.
Remarks:
- Please drop us an email before packed return parcel.
- Please include the invoice into your return parcel when packing.
STEP 3: Packing & Return
Retuned Address:
Recipient: Koun na Neko Shop – Return
Address:
P29.30, Level 6, Pavilion Kuala Lumpur,
168, Jalan Bukit Bintang, Pavilion Kuala Lumpur,
55100 Kuala Lumpur, Malaysia.
Contact: 010-9829763
Remarks:
1) Please note that courier charges for your return package will NOT be covered by Grand Treasure Malaysia.
2) Please obtain a delivery receipt from courier company of your choice or record your tracking number to trace your return package if it reaches our warehouse.
3) Grand Treasure Malaysia will not be liable for any loss or damage of your return package and/or product (s) handled by courier company of your choice.
4) Please note that returns of all online purchase in person is accept by Pavilion Kuala Lumpur branch (Koun na Neko Shop) only.
5) Above phone number is for courier return service registration ONLY. For any daily inquiries, please contact our email via grandtreasureshop@gmail.com.
STEP 4: Return Confirmation Email
Once your returned parcel reached our warehouse, our team will process the return within 2-14 working days. You will receive the return confirmation email after the returned item had been inspected and approve for your refund.
STEP 5: Refund
The refund will be processed and completed within 7-14 working days after you received the Return Confirmation Email depending on the processes at your bank or credit card company.
Remarks:
1) The refund method may in your original payment method or bank transfer.
2) The refund amount may deduct the coupon/voucher discount amount, and the coupon/voucher will not be reissued.