At UZ COLLECTIONS SDN. BHD., we aim to ensure that every order is processed and delivered accurately and in good condition. Please review the following Return, Refund & Exchange Policy carefully before placing your order.
This policy applies to purchases made through our official website: https://uz-clct.com/
1. General Policy
All Goods purchased from UZ COLLECTIONS SDN. BHD. are non-refundable and non-exchangeable, except where the order falls under one of the eligible circumstances stated in this policy.
Returns, refunds or exchanges will only be considered where:
- The wrong item was sent by the Company.
- The item received does not match the product specifications, description, features or information advertised on our Website.
- The item received is spoiled, damaged or defective upon delivery.
- The delivery exceeds the applicable delivery timeline stated in our Shipping Policy.
Items that do not fall within the circumstances above will generally not be eligible for return, refund or exchange.
Nothing in this policy is intended to exclude or restrict any consumer rights that cannot legally be excluded or restricted under applicable Malaysian law.
2. Eligible Reasons for Return, Refund or Exchange
2.1 Wrong Item Received
If You receive an item that is different from the item You ordered, You may contact Us to request an appropriate resolution.
Examples include:
- A different product was sent.
- A different colour or variation was sent.
- A different size was sent where the ordered size is clearly shown in the Order details.
- The item received does not correspond to the confirmed Order.
Please provide your Order details and the required supporting evidence within the applicable reporting period.
2.2 Product Does Not Match the Website Information
A return, refund or exchange request may be considered where the Goods received do not materially match the specifications, description, features or other product information advertised on the Website.
Minor differences in colour may occur due to lighting conditions, photography, monitor settings or individual device displays and may not qualify as a product mismatch.
Customers are responsible for reviewing the available product information, size options, colour options and variations before placing an Order.
2.3 Damaged, Spoiled or Defective Item
If an item arrives damaged, spoiled or defective, You must notify Us within the required 24-hour period.
Examples may include:
- Visible damage upon delivery.
- Defective product received.
- Product that is spoiled upon arrival.
- Significant physical defects that affect the intended use of the product.
The issue must be clearly documented through the required photographs and videos.
For fabric products, customers should inspect the material before cutting, sewing, washing, altering or otherwise modifying the fabric. Once a fabric has been cut, altered or otherwise modified, the return or refund request may not be accepted unless otherwise required by applicable law.
2.4 Delivery Beyond the Applicable Timeline
A return or refund request may be considered where an Order exceeds the applicable delivery timeline stated in our Shipping Policy.
Delivery timeframes may be affected by circumstances such as courier delays, public holidays, peak periods, weather, incorrect delivery information, remote locations and other circumstances beyond the Company’s reasonable control.
Where a delivery delay is caused by circumstances outside the Company’s control, the Company may review the circumstances before determining the appropriate resolution.
3. Required Evidence for Refund or Return Requests
To help Us investigate a return or refund request, customers are required to provide sufficient evidence.
Where applicable, You must provide:
3.1 Continuous Unboxing Video
A clear and continuous unboxing video showing:
- The unopened parcel;
- The shipping label;
- The original packaging;
- The parcel being opened; and
- The item received.
The video should clearly show the condition of the package and Goods from the beginning of the unboxing process.
The unboxing video should not be edited, interrupted or materially altered.
3.2 First-Use Video
Where applicable, You may also be required to provide a clear video showing the first use of the item.
This may be requested where the reported issue relates to the functionality, condition or performance of the Goods.
3.3 Additional Supporting Evidence
We may request additional information or evidence reasonably necessary to assess the request, including:
- Clear photographs of the Goods;
- Photographs of the packaging;
- Photographs of the shipping label;
- Order number;
- Proof of purchase;
- Description of the issue;
- Product variation details;
- Delivery information; or
- Other relevant supporting documents.
Customers are responsible for providing clear and sufficient evidence to support their claim.
4. 24-Hour Reporting Period
All return, refund and exchange requests must be submitted to UZ COLLECTIONS SDN. BHD. within 24 hours of receiving the Goods.
Requests must be sent to:
Email: uz-collections@outlook.com
Please include your Order number and all relevant supporting evidence when submitting your request.
Any request submitted after the 24-hour reporting period may not be accepted.
Requests submitted without the required evidence may also not be accepted.
5. Review and Assessment
Once We receive your request and supporting evidence, We will review the information provided.
We may request additional information where necessary to determine whether the request qualifies under this policy.
The review may consider:
- The Order details;
- Product specifications;
- Photographs and videos;
- Packaging condition;
- Shipping information;
- The nature of the reported issue;
- The condition of the Goods; and
- Other relevant circumstances.
Submission of a return or refund request does not automatically mean that the request has been approved.
We will notify You of the outcome after reviewing the relevant information.
6. Return Instructions
If a return is approved, We will provide the customer with the applicable return instructions.
Customers should not send Goods back to Us before receiving return instructions from the Company.
Returned Goods should be:
- In the condition required by the approved return;
- Properly packaged to prevent additional damage during transit; and
- Accompanied by the relevant Order information where requested.
Failure to follow the return instructions may affect the processing of the return request.
7. Exchange
Where an exchange is approved, the replacement item will be subject to availability.
If the same product, colour, size or variation is unavailable, We may contact You regarding an alternative resolution.
An exchange will only be processed after the return request has been reviewed and approved.
Customers should not send an item back for exchange without first contacting Us and receiving confirmation from the Company.
8. Refund
Where a refund is approved, the refund will be processed using the applicable refund method available to Us.
The actual time required for the refunded amount to appear in the customer’s account may depend on the payment provider, bank or financial institution involved.
The Company does not control the processing time of third-party payment providers or financial institutions.
Where only part of an Order is eligible for a refund, the refund may be limited to the eligible item or amount.
9. Non-Eligible Returns, Refunds and Exchanges
Returns, refunds and exchanges will generally not be accepted for reasons including, but not limited to:
- Change of mind;
- Incorrect size selected by the customer;
- Incorrect colour or variation selected by the customer;
- Personal preference;
- The product no longer being wanted;
- Minor colour differences caused by lighting or screen settings;
- Failure to provide the required evidence;
- Failure to report the issue within 24 hours;
- Damage caused after delivery through misuse, improper handling or alteration;
- Products that have been washed, cut, modified or altered, where applicable;
- Fabric that has already been cut or altered; or
- Other circumstances that do not fall within the eligible reasons stated in this policy.
This section is subject to any consumer rights or remedies that cannot legally be excluded under applicable Malaysian law.
10. Customer Responsibility
Customers are responsible for:
- Checking their Order details before completing payment;
- Selecting the correct product, colour, size and variation;
- Providing an accurate delivery address and contact information;
- Inspecting the parcel and Goods promptly after delivery;
- Recording the required unboxing evidence;
- Reporting eligible issues within 24 hours; and
- Providing accurate and sufficient supporting information.
11. Contact Us
If You have any questions regarding a return, refund or exchange, please contact Us as soon as possible.
UZ COLLECTIONS SDN. BHD.
Email: uz-collections@outlook.com
Phone: 011-2075 5179
Address:
NO 39, JALAN TUANKU ABDUL RAHMAN,
CHOW KIT, 50100 KUALA LUMPUR
W.P. KUALA LUMPUR
Website: https://uz-clct.com/
For return, refund or exchange requests, please include your Order number, a clear explanation of the issue and all required supporting evidence.
12. Policy Updates
UZ COLLECTIONS SDN. BHD. reserves the right to update or modify this Return, Refund & Exchange Policy from time to time.
Any updated version will be published on this page with a revised “Last Updated” date.
Customers are encouraged to review this policy before placing an Order.