Returns, Refund & Shipping Policy

Customer Satisfaction

Your satisfaction is our first priority. We stand behind the quality of our products and will make things right if you are not satisfied with your purchase. We believe that we can work together with our customers to make every purchase a positive experience. Our shipments are carefully inspected before leaving our warehouse. However, if you receive a defective item, simply follow the instructions below. 

Issue on Color Resolution

We have made every effort to display, as accurately as possible, the colours of our products that appear on our website. However, as the actual colours you see will depend on your monitor, we cannot guarantee that your monitor's display of any colour will be accurate. The position of the pattern/design may vary slightly from what you see. If you have any doubts about our products, please drop us a message at our hotline at +60176479365 or email us at thesambarincident@gmail.com.

Returns

Our return policy lasts 10 days. If 10 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

The customer needs to send a picture of the faulty item. Upon receiving the item, an inspection will be conducted. To complete your return, we require a receipt or proof of purchase.

Refunds

Once your return is received and inspected, we will contact you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 30 days.

We will refund the monetary value of goods returned to us based on these conditions :

10% of the returned item(s) price will be deducted for the handling fee

We offer a flexible return policy to make your online shopping experience a pleasant one. We do monitor the number of returns made by our customers, and continued returns will be flagged and potentially lead to the suspension of your account here.

Late/Missing Refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company. It may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at thesambarincident@gmail.com.

Sale Items

Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.

Exchanges

We only replace items if they are defective, such as decolorization, printing damage, or are the wrong size (e.g. we sent you the wrong size).

We understand that mistakes may happen during the ordering and shipping process, so we will do what we can to correct any mishaps that may occur.

We make most of our collections on-demand, so requesting a size exchange would mean producing an entirely new product, so please be sure that you truly do need a size exchange.

Shipping

The goods are the customer’s responsibility until they reach our warehouse. Please ensure you package your returned items properly in order to avoid damage. We recommend you use a postal service that insures you of the value of the goods you are returning and obtain proof of posting.

Wrong Address

If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you.

What if I accidentally paid more than once?

It is important that customers do not click the pay button twice even when the browser is not responding. It is best to refresh or cancel the transaction and begin again.

1. Please email us your order number at thesambarincident@gmail.com

2. Customers are to bear any bank charges due to money transfers between banks 

3. 3% of the total value will be deducted from the admin fee 

 

Important!

 

No refund on the issue for example on situations: No cash refund on not suitable, not match, change mind situation. But, we are willing to help you in exchange for another ready-stock item if available in our warehouse provided you bear any miscellaneous charges.

Orders cannot be cancelled once it is being processed. No refunds and cancellations will be entertained.

The Sambar Incident will not be responsible for missing parcel/lateness/return back due to third-party delivery partner. However, we are more than happy to assist you with the process to track and enquire about your parcel.

WHERE DO WE SHIP FROM?

Our products are designed, produced and shipped from our store in Petaling Jaya, Kuala Lumpur, Malaysia.

WHERE ALL DO YOU SHIP?
We ship worldwide through various courier companies such as DHL, FEDEX, etc. The choice of courier company will depend on your location. Within Malaysia, we ship a majority of our orders via DHL, Flash Express & City Link. 

WHAT ARE THE SHIPPING CHARGES?
Our stand shipping charges for local orders are MYR10 and vary for international orders. Our price is charged as per advise by our trusted courier service personnel. Please note that the shipping charges are subject to change and reevaluation periodically.

WHEN WILL MY ORDER BE SHIPPED?
In most cases, your order will be shipped within the next 2-3 days upon receipt. Unless a product is stated as pre-order/made to order, then we require 10 to 14 working days to ensure all processes are done in a smooth manner, which includes quality check upon receiving your orders at our store.

In case you require your order to be delivered before a certain date (say you need it for an occasion or for a gift), please feel free to let us know by writing to us at thesambarincident@gmail.com. We shall expedite your request and make sure your order reaches you on time. Please note that priority shipping will incur additional charges for express shipping. 

HOW CAN I TRACK MY ORDER?
After your order is shipped, we’ll share the shipping information along with the name of the shipping service and tracking number with you. You can track your order on the respective shipping service’s site, or just follow the link in the email shared with you. 

WILL I BE CHARGED CUSTOM FEES?
Custom duties/taxes/charges can be charged once the parcel reaches its destination country– We will not be responsible for these charges and we are not aware of what these charges would be for each destination country, if applicable. We would recommend contacting your local custom office to inquire about what these rates would be for parcels being shipped from India to your country of residence.