Cancellation, Return & Refund Policies

Cancellation


1.    You may cancel your order either in whole or in part, subject always to the terms and conditions below.

2.    We cannot guarantee that an order cancellation request will be accepted. A cancellation request can only be accepted when we receive confirmation that the item you sought to cancel in your request has not been shipped. 

3.    In the event that you cancel part of your order or where the order is cancelled partially for whatsoever reason, the value of the remaining order must meet the same conditions for any campaign offer or Promotion Code that was redeemed or applied to your whole order. If the remaining order value fails to meet those code conditions, we reserve the rights to cancel the entire order or deduct wholly the code amount that was applied to the entire order from any refund or store credit amount.

4.    We reserve the rights to charge an Order Cancellation Fee of not less than RM 20 or 3% of the order value, whichever is higher, for every cancellation request to meet order handling, payment processing and administrative charges incurred in processing your order as well as cancellation request. This fee will be deducted from your store credit amount.

5.    Once your cancellation request is approved, we cannot reverse the process and nullify the cancellation.

6.    We screen all orders for code abuse, suspicious purchasing activity, fraud or bad faith. Any element of abuse, suspicious purchasing activity, fraud, bad faith or violation of offer or code terms and conditions will lead to order cancellation. This term extends code abuse to include the multiple use of a code by any customer across multiple transactions or the use of many or varied accounts or multiple orders associated with a single or group of customers.

7.    Where the use of a code is voided and an order cancelled for reasons of abuse, suspicious purchasing activity, fraud, bad faith or violation of code terms and conditions, a payment processing and handling fee of not less than RM 20 or 3% of the order value, whichever is higher, will be charged and this fee will be deducted from your store credit amount.

8.    If a merchant is unable to proceed with and fulfill any part of the order (e.g. for stock availability reasons), that part of the order will be cancelled accordingly and you will be notified of the cancellation.

9.    We do not guarantee or warrant that the price, offer, availability or any other aspect of a cancelled order, either in whole or in part, will remain the same for any subsequent purchase or order.

10.  We will not be liable or responsible for any damages, claims, liabilities, errors, inaccuracies, costs, harms, inconveniences, business disruptions, delays or expenditures of any kind that may arise as a result of or in connection with any order cancellation request or any order cancellation itself, either in whole or in part.

11.   We do not replace any cancelled order either in whole or in part, code, discount, credit or otherwise compensate customers where they are unable to cancel any order for any reason.


 Return


1.     All returns are subject to tmpoint’s Return Policy. The terms and conditions of the Return Policy apply to orders and are incorporated as part of the Term of Use of the tmpoint Site.

2.     Depending on the applied Return policy, you may return your item to us within 7 calendar days. Countdown starts from the date you received the item to the post stamp date on the return parcel.

3.     Your item cannot be returned after 7 calendar days. The return grace period is 7 calendar days, which begins on the date you receive the item. This period is subject to restrictions and exclusions. 7 calendar days is measured from the date you receive the item to the post stamp date of your return parcel.

4.     If exceeded this period, kindly check the warranty status of the item and proceed to redeem by contacting the manufacturer directly for further assistance.

5.     You can also find all the contact information of your product’s warranty centre on the warranty card inside your package.

6.     Return need to furnish with Proof of purchase (order number, tax invoice, etc.)

7.     Reason for return has to be valid and return acceptance conditions met

8.     You may want to return your item due to any of the following reasons:

a)    In the unlikely event that your return does not meet requirement(s), our Customer Service will notify you before sending it back to you. In this instance, your return courier/postal fee will not be reimbursed. Returns are not applicable for all under garments, socks and swimwear due to hygiene purposes.

b)    Milk formula products are returnable except for "change of mind" request. You are to ensure that product is not opened, as otherwise it will not be accepted for return.

c)     In the event that you have received damaged products, please contact tmpoint Malaysia within 24 hours to expedite the claim process

9.     You can only return an item that was ordered through the tmpoint Site. We screen all return   requests for fraud, abuse and suspicious activity. Any element of suspicious activity, fraud, bad faith or abuse will lead to immediate rejection of the return request

10.  Brand, category, product or item exclusions may apply where the ordered items cannot be returned at all. Sales restrictions or offer item exclusions may apply where the ordered items cannot be returned at all

11.  We reserve the right to refuse any returned item if it does not follow the prescribed return criteria or the return process or procedures

12.  The customer bears the return shipment risk and responsibility until the returned item safely arrives at the designated tmpoint return address and duly acknowledged and received.

13.  We will only reimburse any return shipping fee if we accept the return. The reimbursement will only be in Store Credit form. 

14.  We cannot be held liable or be responsible for any damages, claims, liabilities, errors, inaccuracies, costs, harms, inconveniences, business disruptions, delays or expenditures of any kind that may arise as a result of or in connection with any return request or the return itself, either in whole or in part.

 15.  Any code, discount or promotion used for any returned and refunded order, wholly or in part, will not be valid or re-validated for any subsequent order.

16.  You may return a product and get a refund or exchange if the product does not comply with the relevant consumer guarantees - for example, if the product is damaged or defective when received. However, we cannot facilitate a return of the product with the supplying merchant under the circumstances below:

a)    You have exceeded the 7-day return grace period after delivery.

b)    You changed your mind and no longer want the product.

c)     You ordered the wrong product.

d)    You found a cheaper price elsewhere.

e)    You have been made aware of particular or potential fault(s) or condition(s) before buying the product (e.g. the fault was written on the product's tag, or indicated in the product contents or information page, or the product has been indicated to be a refurbished item)

f)     The product is damaged or made defective by your own actions.

g)    The product condition results from your use or usual wear and tear.

h)    We do not accept returns of used fashion or apparel items.

i)      We do not accept returns of undergarments, socks and swimwear.

j)      Some sale items are not returnable or exchangeable. 


17.  The steps needed for a return are as follow:

a) Download the return form here.

   b) Check the return criteria. You can only return an item if it meets the criteria.

c) Print out the form, and fill all the necessary details.

d) Email the form to us at returns@tmpoint.com. You can also use a smartphone to snap a photograph of the completed form and email that photograph to us (in JPG, GIF or PNG format). We will give you a Reference Number and the shipping address once the default refund method is via tmpoint Store Credit. You may request for the refund to be issued via the original method of payment by contacting our Customer Service Team and that is subject to a payment processing and handling fee of not less than RM20 or 3% of the order value, whichever is higher. It will usually take up to 3 working days to fully process and issue your refund for any return or order cancellation. We will notify you via email once the refund process is completed.If you choose to be refunded via your original method of payment, it may take additional working days as stated below for the funds to be processed into your bank account or card. 

e )Follow the instructions in the form to secure the item properly in a box or package.

f) Attach the completed form with the Reference Number securely in a box or package. We will not be able to identify your return if there is no accompanying form in the return shipment.

g) All shipments must be done only with PosLaju.

h) Attach the consignment note* securely on the box/package.

i) Email the courier name and consignment note to us at returns@tmpoint.com so we can look out for your shipment. 
j) Please make sure that you attach the consignment note on the box so that we can initiate the shipping fee reimbursement if we accept your return(s). We will only reimburse the return shipping fee for the item only. If the return is shipped with express courier service or if you have purchased insurance for the package, we will not reimburse of the additional cost.


Refund

 

The default refund method is via tmpoint Store Credit. You may request for the refund to be issued via the original method of payment by contacting our Customer Service Team and that is subject to a payment processing and handling fee of not less than RM20 or 3% of the order value, whichever is higher. It will usually take up to 3 working days to fully process and issue your refund for any return or order cancellation. We will notify you via email once the refund process is completed.
If you choose to be refunded via your original method of payment, it may take additional working days as stated below for the funds to be processed into your bank account or card.