Unused items in their original packaging can be returned for a refund if you request it within 7 days of receipt and can provide proof of purchase. Customized or personalized products are not refundable, and used reeds and mouthpieces can't be returned for hygiene reasons. If an item is faulty, tell us within 30 days of delivery and we'll repair, replace or refund it, and cover the return shipping.
Thank you for shopping with KL Highland Supplies. We are committed to providing high-quality products and excellent customer service. If you are not completely satisfied with your purchase, please review our refund policy below.
1. Eligibility for Refund
To be eligible for a refund, the following conditions must be met:
- Product Condition: The product must be unused, in its original condition, and in its original packaging.
- Timeframe: Refund requests must be made within 7 days from the date of receipt.
- Proof of Purchase: A valid receipt or proof of purchase must be provided.
2. Non-Refundable Items
Certain items are not eligible for refunds, including but not limited to:
- Customized or personalized products
- Reeds and mouthpieces that have been used. For hygiene reasons, we cannot accept these back once they have been played.
- Clearance or sale items
These exclusions do not apply to faulty items. If anything you bought from us, including a reed, mouthpiece or sale item, arrives damaged or develops a fault, it is covered by section 5.
3. Refund Process
To request a refund, please follow these steps:
- Contact Us: Email us at support@klhs.com.my with your order number, a brief description of the issue, and any supporting documents or photos.
- Return Instructions: We will provide instructions on how to return the product if applicable.
- Return Shipping: The cost of return shipping is the responsibility of the customer unless the return is due to a mistake on our part (e.g., incorrect or defective item).
4. Refund Processing
Once we receive and inspect the returned product, we will notify you of the approval or rejection of your refund.
If approved, the refund will be made to your original method of payment and should reach your account within 14 business days.
5. Defective or Faulty Items
If an item arrives damaged or develops a fault, please let us know within 30 days of delivery.
- How to Report: Email us at support@klhs.com.my or WhatsApp us with your order number, a description of the fault, and photos or a short video.
- What We'll Do: Once we've confirmed the fault, we will repair or replace the item. If neither is possible, we will give you a full refund.
- Return Shipping: We pay the return shipping for faulty items.
This does not cover normal wear and tear, or damage caused by misuse or accidents.
6. Exchanges
If you would like to exchange an item, please follow the same process as outlined for refunds. Exchanges are subject to product availability.
7. Contact Us
If you have any questions or concerns about our refund policy, please contact us at:
- Email: support@klhs.com.my
- Phone: 013 3752281
Thank you for your understanding and for choosing KL Highland Supplies.
