Returns, Refund & Shipping Policy

Customer Satisfaction

At The Sambar Incident, your satisfaction is our top priority. We stand behind the quality of our products and are committed to resolving any issues if you're not happy with your purchase. If you encounter any problems, especially with product defects, please contact us and follow the return instructions below.

Product Display & Colour Disclaimer

We strive to represent our products as accurately as possible on our website. However, due to differences in monitor settings, the colours you see may vary slightly. Pattern placement may also differ due to production processes. If you're uncertain about any product, feel free to reach out to us at +60176479365 (WhatsApp Business) or thesambarincident@gmail.com.

Returns & Exchanges

Return Window: You may request a return within 7 days of receiving your order.
Eligibility: Items must be unused, in their original condition and packaging.
Proof Required: Include a receipt and clear photo(s) of the defective item.

We offer exchanges for issues such as:

Manufacturing defects (e.g., printing damage, discoloration)
Wrong size or item sent by us

For made-to-order items, exchanges will require a new production cycle. Please confirm your size carefully before ordering.

Note: We do not accept returns or refunds for reasons such as "change of mind," "ordered the wrong size," or "colour does not match."

However, we may assist with exchanges for available ready-stock items (shipping fee to be borne by the customer).

Refunds

After receiving and inspecting your return, we will notify you of the outcome.
If approved, refunds will be issued to your original payment method within 30 days.
A 10% handling fee will be deducted from the refund amount.

We reserve the right to monitor return patterns and may restrict future orders in cases of excessive returns.

Late or Missing Refunds

If you haven't received a refund yet:

Double-check your bank account.
Contact your card provider and bank (processing may take time).
If issues persist, email us at thesambarincident@gmail.com.

Non-Refundable Items

Sale or discounted items
Orders that are already being processed or shipped

Duplicate Payment

If you accidentally made multiple payments:

Email your order details to thesambarincident@gmail.com.
Bank fees for transfers will be borne by the customer.
A 3% admin fee will be deducted from any refunded amount.

Shipping Information

Origin: All products are made and shipped from either Kuala Lumpur or Penang, Malaysia.
Domestic Shipping: Starts at MYR 8.50 (subject to weight).
International Shipping: Calculated based on destination, weight, and courier rates.
Carriers Used: J&T Express, DHL, FedEx, Flash Express, City Link (based on destination).
Shipping Time:

Ready-stock: Shipped within 2–3 working days.
Pre-order / Made-to-order: 5-10 working days.

If you need an order urgently, please contact us in advance. Express options such as Lalamove or Grab Delivery for customers within Klang Valley are available at an extra cost.

Tracking Your Order

Once your order is shipped, we'll email you a tracking number and courier details. You can track your shipment through the courier's official site or via the link provided.

Customs & Duties

For international orders, customs duties and taxes may apply upon arrival in your country. These are not included in our prices and are the customer's responsibility. Please consult your local customs office for more details.

Incorrect Address & Undelivered Parcels

If an incorrect or incomplete address is provided, and the package is returned to us: