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Return, Refund & Exchange - Effective 14.01.2021

Customer Satisfaction

At The Sambar Incident (TSI), 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. But in the event you received a faulty item, simply follow the instructions below.

Returns

Our policy lasts 15 days. If 15 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 items. Upon receiving the item, an inspection will be made.

Products such as face masks are exempt from being returned for sanitary reasons.

To complete your return, we require a receipt or proof of purchase.

Any claims for damaged or defective items must be submitted within 7 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

Refunds

Once your return is received and inspected, we will send you an email 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 a certain amount of days.

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, damaged, or are the wrong size (eg. 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. 

If you need to exchange it for the same item, send us an email at thesambarincident@gmail.com.

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

To return your product, email us at: thesambarincident@gmail.com to let us know the issue and we will gladly handle it. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

The goods are the customer’s responsibility until they have reached our warehouse. Please ensure to package your returned items properly in order to avoid damages. This includes the boxes, packaging, and tags. TSI is not responsible for any items that are returned with damage.

The Sambar Incident recommends 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 (if and as applicable).

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 transfer between banks 

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

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 IF the parcel has been sent out.

6% of the returned item(s) price will be deducted for the handling fee IF the parcel has NOT been sent out.

Customers are to bear any bank charges due to money transfers between banks. The refund process will take within 30 days.

Issue on Color Resolution

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

Repeated Returns

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 on www.sambar.my

Important!

All Sales are Final. 

No cash refund except for no-stock item(s). The refund process will take within 30 days.

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.

Since our items are all custom prints there are maybe 1%-5% imperfect on the printing side not noticeable.

Orders cannot be canceled once it is being processed. No refunds and cancellation will be entertained.

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

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