Refund policy

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Return & Refund Policy

Thank you for shopping with The Outlet Store. Should you receive an incorrect or defective item (please refer to Section 3), we will be pleased to resolve the matter for you promptly.

1. 100% Authenticity Guarantee

Every item we sell is guaranteed 100% authentic. Should any item be proven not authentic by a recognised third-party authentication service, we will issue a full refund, including shipping fees.

2. Pre-Dispatch Records

Every order undergoes a thorough inspection before dispatch, and the process is recorded on video:

  • Packing video: Each item is filmed in full during packing, recording its serial number, date code and overall condition.
  • WhatsApp confirmation: Before dispatch, we will send you photos or a video via WhatsApp (+60 11-4366 8898) so that you may verify the colour, model and overall condition of the item.

3. Incorrect or Defective Items

The following are considered incorrect or defective items:

  • Incorrect item: The model, style number or colour received does not match your order confirmation.
  • Hardware malfunction: A zipper, clasp, buckle, magnetic snap or lock is broken or does not open and close properly.
  • Structural damage: A strap or handle is broken or detached, seams have come apart, or the leather, canvas or lining is torn or has a hole.
  • Damage in transit: The item arrives crushed, deformed, stained or scratched, and the damage does not appear in our pre-dispatch photos or video.

The following are not considered defects:

  • Natural characteristics of leather, such as variations in grain, minor marks, light creases and the natural scent of leather.
  • Minor production details that do not affect use, such as slightly uneven stitching, small loose threads or traces of glue along the edges.
  • Slight colour variations caused by screen settings or lighting in photographs.
  • Packaging and detail differences in outlet items, including the absence of a boutique gift box, paper bag or receipt, and differences from boutique versions in materials, logo, serial number format or country of manufacture.
  • Any condition described on the product page, shown in our pre-dispatch photos or video, or confirmed with you via WhatsApp prior to dispatch.
  • Wear or damage arising after delivery from use, accidents or improper storage.
  • The actual size of the item differing from personal expectations. We kindly ask that you review the measurements on the product page before placing your order.

How we handle claims:

  • Time limit: Please contact us within 48 hours of delivery.
  • Unboxing video (required): Please provide a complete, unedited unboxing video, recorded continuously from the sealed parcel (with the shipping label clearly visible) until the issue is shown. Unfortunately, claims without a valid unboxing video cannot be accepted.
  • Resolution: Once verified, we will arrange an exchange (subject to stock availability), a full refund, or a partial refund should you wish to keep the item. Return shipping costs for approved claims will be borne by us.

4. Inspection & Refund Process

  • Video-recorded inspection: All returned parcels are opened and inspected upon arrival, and the entire inspection is recorded on video.
  • Condition verification: If the serial number, date code or overall condition of the returned item does not match our pre-dispatch records, the claim will be declined and the item will be returned to you at your own cost.
  • Refund: Once approved, your refund will be issued to your original payment method within 7 working days. The time taken for the funds to reach your account depends on your bank or payment gateway.

5. International Orders and Import Duties

  • This policy applies equally to orders shipped outside Malaysia.
  • Import GST and duties for Singapore orders are borne by us. If an order is refunded due to an incorrect, defective or non-authentic item, we will issue a full refund without deducting any taxes or duties.
  • Unauthorised returns will not be accepted: Please contact us to obtain approval before returning any item. Parcels returned without prior approval will not be accepted.

6. How to Submit a Claim

Please provide the following information via WhatsApp (+60 11-4366 8898):

  • Your order number
  • A description of the issue
  • Photos of the issue and the complete unboxing video

We will review your request and respond within 1 working day.

退换货及退款政策

感谢您选购 The Outlet Store。若您收到发货错误或有瑕疵的商品（详见第 3 点），我们一定会为您妥善处理。

1. 100% 正品保证

我们出售的每件商品均为 100% 正品。若任何商品经认可的第三方鉴定机构证实非正品，我们将全额退款，包括运费。

2. 发货影像留存

每一笔订单在出货前都会经过严格核查，并进行影像留存：

  • 打包影像留存：每件商品在打包过程中均会全程录像，记录商品的序列号、日期码及整体外观状况。
  • WhatsApp 发货确认：出货前，我们会通过 WhatsApp（+60 11-4366 8898）向您发送照片或视频，方便您核对商品颜色、型号及整体状况。

3. 发货错误或商品瑕疵处理

以下情况属于发货错误或商品瑕疵：

  • 发货错误：收到的型号、款号或颜色与订单确认内容不符。
  • 五金故障：拉链、扣件、皮带扣、磁扣或锁头损坏，或无法正常开合。
  • 结构性损坏：肩带或提手断裂、脱落，车缝线脱开，或皮革、帆布、内衬有破洞或撕裂。
  • 运输损坏：商品送达时被压坏、变形、有污渍或刮痕，且该损坏未出现在我们出货前的照片或视频中。

以下情况不属于瑕疵：

  • 皮革的天然特征，如纹理差异、细微痕迹、轻微折痕及皮革气味。
  • 不影响使用的生产细节，如车线略有不均、细小线头或边缘胶痕。
  • 因屏幕设置或拍摄光线造成的轻微色差。
  • Outlet 款的包装与细节差异：不附专柜礼盒、纸袋或收据，以及在材质、标志、序列号格式或产地上与专柜款不同。
  • 商品页面已说明、出货前照片或视频中已显示，或出货前已通过 WhatsApp 与您确认的状况。
  • 签收后因使用、意外或保存不当造成的磨损或损坏。
  • 实物尺寸与个人预期不同。下单前请先查看商品页面的尺寸说明。

处理方式：

  • 申请时限：请于签收后 48 小时内联系我们。
  • 开箱视频（必须提供）：须提供完整且未经剪辑的开箱视频，从未拆封的包裹（清楚拍到快递面单）开始连续拍摄，直到显示问题所在。没有有效开箱视频的申请恕不受理。
  • 解决方案：经核实后，我们将为您换货（视库存而定）、全额退款，或在您愿意保留商品的情况下提供部分退款。审核通过的申请，退货运费由我们承担。

4. 验货与退款流程

  • 全程录像验货：所有退回包裹在寄达后均会开箱验货，验货过程全程录像。
  • 状态核对：若退回商品的序列号、日期码或整体状况与我们出货前的影像不符，申请将被拒绝，商品将寄回给您，运费由您承担。
  • 退款：审核通过后，退款将在 7 个工作日内退回您的原付款方式。实际到账时间以银行或支付网关为准。

5. 海外订单与关税说明

  • 寄往马来西亚以外地区的订单适用相同政策。
  • 新加坡订单的进口消费税及关税由我们承担。若订单因发货错误、商品瑕疵或非正品而退款，我们将全额退款，不扣除任何税费。
  • 未经同意的退货不予受理：寄回任何商品前请先联系我们获得同意。未经同意寄回的包裹恕不接收。

6. 如何提出申请

请通过 WhatsApp（+60 11-4366 8898）向我们提供以下资料：

  • 您的订单编号
  • 问题说明
  • 问题照片及完整开箱视频

我们会在 1 个工作日内审核并回复您。