Shipping & Return
We offer standard delivery services for customer's order(s) shipped to Australia and New Zealand regions ONLY. Charges are listed as below:
$15.00 - Australia region
Standard Delivery (3-7 working days)
$20.00 - New Zealand region
Standard Delivery (3-7 working days)
FREE on orders over $150 (terms & conditions applied)
We do not offer other national delivery services, except Australia & New Zealand.
**Currently we are not able to deliver cologne(liquid) and oil-base products from Australia to New Zealand.
Australia and New Zealand
Our online store is open as usual and we normally pack and dispatch your orders on the same day during business hours Monday to Friday; however, please note that due to the current demand on postal services around Australia and New Zealand, you might encounter some delays with your delivery. We are doing all what we can to make sure that your orders are delivered as fast as possible. Thank you for your understanding.
Truefitt & Hill reserved the rights to modify or change the policy at any time without further notice. Please ensure you have read through all terms and conditions to avoid any misunderstanding.
Truefitt & Hill will not entertain any cancellation, refund, exchange of products due to customer's change of mind once payment is accepted.
We will only accept return requests if
- We delivered the wrong products to customer due to our mistakes
- We delivered a damage/defective item(s) to customer. However, we will ensure all items are in good quality and good conditions before we send it out.
- Please take note that we are not responsible for any damage caused during POS delivery as we will make sure the package is wrapped nicely and securely to avoid any damages.
- Return of items must be requested within 7 days of receiving your order. (Please attached a clear photo of the defect area & state which item)
- The return/exchange will be awarded in the form of CREDIT POINTS (discount voucher) and NOT cash that can be redeemed back through truefittandhill.com.my by purchasing other products of our collector's items.
DAMAGED OR WRONG PRODUCT DELIVERY
It is the buyer's responsibility to inspect all products once they have received. Requests for exchange/refund or return will not be entertained except under the following circumstances:
- Delivery of wrong products (product delivered not as per customer's order).
- Delivery of damaged products due to shipping or any other unavoidable reasons.
For delivery of wrong products, you will be required to return the goods in the same condition as delivered to you. You will have to bear the shipping cost first and we will refund the shipping cost upon receipt of the goods in good condition. The correct items will be shipped to you free of any postage/shipping charges. Please note that we will not accept returned items if they show any signs of usage or damage. In such circumstance, the shipping cost will not be refunded and we will also not replace the products. Please email us at firstname.lastname@example.org before you proceed to return the products to us. We will advise you on the next course of action in detail.
If you have received a damaged item, please follow the procedure below.
Contact us to request a Return Authorization (RA) number; this can be done by sending an email to: email@example.com
In your email, please include:
- Your full name, address, contact details
- Order Confirmation Number
- Items being returned along with a brief reason.
(Please also include 1 and 2 on your return package)
When your Return Authorization # clears, it will be e-mailed to you. Returns must be completed within 15 days of Return Authorization generation. Please print out the attached Return Authorization Form and include it in the package with returned items.
EXCHANGE FOR UNSATISFACTORY PRODUCTS
Exchange for unsatisfactory product/service will be allowed by our company to our privileged customers due to some products may not be as seen on the website. In such cases, you are allowed to do the exchange which will abide under our exchange policy as below:
- The shipping cost for the return of the orders will be borne by the customer itself.
- The exchange product price should be not higher than the earlier purchase.
- If the re-purchase product price is higher, you can use the Discount voucher which will be issued to you and the balance payments thru our payment gateways.
- Delivery timeline will follow again as per our delivery policy from the date of re-purchase.
- Exchange value will be only given on CREDIT POINTS through discount vouchers and NOT cash.
As per our normal delivery policy, we will bear the cost for the re-shipping of the orders as we have absorbed this cost under our restocking fee.
All the request for return/exchange to be shipped back to the address as below:
For more information regarding our return policy, please do not hesitate to contact us at +65 6223 5263 or email us at firstname.lastname@example.org