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Exchange & Refund

Exchange Policy

Thank you for shopping at Top Secret Studio Malaysia. We strive to provide you with high-quality products and exceptional customer service. In the event that you need to exchange a product, please review our policy below:

 

  1. Eligibility:
    • To be eligible for an exchange, the product must be unused, in its original packaging, and in the same condition as when you received it.
    • Exchanges are accepted within [3] days of receiving the product based on the reasons stated in (3.)
  1. Exchange Process:
    • If you wish to initiate an exchange a product, please contact our customer support team at [topsecretstudio2018@gmail.com / +6016-6602406] with your order number and information on the affected item.
    • Our customer support team will provide you with an exchange authorization number (EA#) and further instructions on how to proceed.
    • Please include the EA# on the package when returning the product for an exchange.
    • The cost of shipping the exchanged product back to you will be covered by Top Secret Studio Malaysia.
  1. Reasons for Exchange:
    • Exchange of products can be arranged under the following reasons:
      • If the products delivered are in a damaged or defective condition.
      • If the products are near expiry or expired.
      • If the product is different from the Order delivered.
    • Products for exchange shall be returned in their original condition, quantity, and packaging as they were first delivered to the customer, together with proof of purchase.
  1. Exchange Requirements:
    • Exchange of products can only be made for the following:
      • Products must be exchanged with the same product.
      • Products must be of the same brand.
      • Products must be of the same quantity and volume size.
  1. Alternative Options:
    • In circumstances where there is damaged, expired, or different product upon customer collection, and there is no replacement available, customers have two options:
      • Return the product and we will send the exchange product to you when available.
      • Request a refund for the product.

 

 

Return & Refund Policy

Thank you for shopping at Top Secret Studio Malaysia. We strive to provide you with high-quality products and exceptional customer service. In the event that you need to return or seek a refund for a product, please review our policy below:

 

  1. Eligibility:
    • To be eligible for a return or refund, the product must be unused, in its original packaging, and in the same condition as when you received it.
    • Returns and refund requests are accepted within [3] days of receiving the product based on the reasons stated in (3.)
  2. Return & Refund Process:
    • If you wish to initiate a return, please contact our customer support team at [topsecretstudio2018@gmail.com / +6016-6602406] with your order number and information on the affected item.
    • Our customer support team will provide you with a return authorization number (RA#) and further instructions on how to proceed.
    • Please include the RA# on the package when returning the product.
    • The refund process will take within [7 - 14] working days upon receiving the product, and the amount will be refunded to same mode of payment used for the online purchase.
    • For example, if the mode of payment is through member points and credit card, the refund will be made through member points and credit card.
  3. Reasons for Return & Refund:
    • Refund of products can be arranged under the following reasons:
      • If the products delivered are in a damaged or defective condition.
      • If the products are near expiry or expired.
      • If the product is different from the Order delivered.
    • Products for exchange shall be returned in their original condition, quantity, and packaging as they were first delivered to the customer, together with proof of purchase.

 

Note: Return Shipping Cost

  • The cost of returning the product for an exchange/refund will be borne by Top Secret Studio Malaysia if the exchange/refund is due to an error on our part or a defective product.
  • If the exchange/refund is requested for any other reasons not caused by Top Secret Studio Malaysia, the cost of return shipping will be the responsibility of the customer.
  • We recommend using a trackable shipping method to ensure the safe return of the product.

 

Please note that Top Secret Studio Malaysia reserves the right to make changes to this Exchange Policy without prior notice. Any updates will be reflected on our website.

If you have any questions or concerns regarding our policy, please contact our customer support team for assistance.