Return & Refund Policy


Updated: February 28th, 2021

All items sold are final. PROX do not accept any returns and refunds of buyer change-of-mind once an order had been placed and confirmed through our website.
We encourage Buyers to communicate with our customer service in the event when problem arises in a transaction or during production/delivery process.

 

ACCEPTANCE OF RETURN, REFUND AND/OR EXCHANGE

  • Buyer received manufacturer defective item(s) and no available stock for replacement. *Manufacturer defective item refers to the characteristic of a product which found error in the design or production, causing it to not working properly.
  • Buyer received tem(s) has originally physical damage (e.g. material imperfections, loose wools).
  • Item(s) delivered does not match with the agreed specification (e.g. wrong size or color) to the buyer order.
  • Required item(s) ran out of stock after payment confirmed.

 

REFUSAL OF RETURN, REFUND AND/OR EXCHANGE

  • Manufacturer defective item does not include wrong size chosen, wrong color chosen, dislike of design chosen or any error in purchase caused by the buyer.
  • Product color deviation (due to different devices) and measurements deviation (lay flat) within range of 0.5 to 1.5 inch will not be considered as defective items. Refund and/or exchange is not allowed in this case.
  • Discoloration and garment shape defects caused by buyers’ neglecting during washing. Please refer to the washing instruction in the “care label” before washing.
  • Returns and exchange are not applicable for SALE and PROMOTIONAL item(s).
  • Free gift(s) are not eligible for returns and/or exchange.
  • If the package is undelivered due to invalid address, wrong contact number and/or no one is present at the given address to receive the package, the buyer will have to bear for the additional re-sending shipping fees for the goods. Buyer will be informed by email or phone calls. However, it should be noted that the goods will be disposed/non-claimable after 10 working days from the emails notification date.

 

APPLICATION FOR RETURN, REFUND AND/OR EXCHANGE

  • Please contact our customer service through sales@prox.com.my within seven (7) days upon receiving the package, and this date will be verified from the courier signed received date. Any claims made after seven (7) days will not be accepted.
  • Any item(s) returned to us prior to consultation with our customer service would not be entertained.
  • After the company verification and acceptance of the returns, Buyer shall return the products immediately after verification notice issued by PROX through email or phone call.
  • Free gift(s) or any complimentary that came with the purchase has to be sent back for all returns request. Any missing items will be deducted from the refund amount of your purchase.
  • Buyer is encouraged to return the defect/wrong item(s) together with original invoice and copy of posting certificate or tracking slip.
  • Any products returned after fifteen (15) days from order date will not be accepted and no refund shall be given.
  • A replacement item(s) will be sent as an exchange of the defective/wrong item(s) once the returned item(s) is received and verified.

 

LIABILITY OF RETURN ITEM(S) AND SHIPPING FEES

  • Buyer is to ensure the item(s) to be returned maintain in following conditions:
    • Item(s) is still packed in its original packaging condition with tags intact
    • Item(s) was not worn, soiled, stained or washed
    • Item(s) was not damaged, altered or torn in normal usage in any circumstances
  • For a refund, shipping fees paid are not refundable. Refunds are only provided after products are received and processed at our warehouse.
  • Buyer is responsible for the shipping costs, handling charges and taxes (if any) at full expenses for the exchanged item(s), it should be noted that the actual shipping cost can be greater than the product value.
  • PROX will not responsible if the returned parcel was lost or damaged during the delivery.

PROX reserves the right to reject any return, refund and exchange request that does not fulfill above policy.

By ordering products on PROX website, you agree to be bound by the Return & Refund Policy terms & conditions.