Both Product Exchange and Product Return (change of mind) cases are treated similarly. Value of product(s) returned are refunded into your account as store credits which you can use to make another purchase. There will be a re-stocking fee of RM20 charged for every return/exchange case, which will be deducted from the refund value and the balance credited into your account.
To be eligible for exchange/return, your product(s) must fulfil these conditions:
1. Return/exchange is only valid within seven (7) days of receiving the product(s)
2. Product(s) must be in sealed/unused condition.
3.Product(s) must be purchased online from www.offspringinc.com
4. Promotional/clearance product(s) are not eligible for exchange/return.
The process for exchange/return of product(s) will be as follows:
1.Email our Customer Care at firstname.lastname@example.org
with the following details:
a) Full name (as per New IC)
b) New IC number
c) Phone number
d) Email address (as used to register an account with Offspring)
e) Order number of the purchase (eg. 1000#####)
f) Product(s) to return
g) Reason(s) for return
h) Photo of each product that you wish to return
2. Once we have verified your details, we will request for you to deliver the product(s) to us. Return address will be provided. Do email us your shipping receipt and details.
3.Once we have received your product(s), our team will inspect the condition of the product(s).
4.Once satisfactory, we will process your refund into your Offspring account within thirty (30) days.
5.A RM20 re-stocking fee will be deducted from the refund value for each exchange/return case, regardless of number of returned products. For example : 3 returned products worth RM100. Restocking fee is RM20 per case. Refund value will be RM80.
For defective/damaged products, you may be required to ship the affected products back to us for investigation. Kindly stop/avoid using the affected products, take photos/videos as evidence and contact us immediately.
For defective/damaged products, the above process applies with the following exception :
1. Please take photos/videos that clearly show the damages/defects of the products.
2. Fees incurred to ship the defective/damaged product back to us are borne by us, and will be refunded into your Wallet upon successful investigation.
3. You will not be charged the RM20 re-stocking fee.
4. Depending on the case, you may be shipped a replacement product or refunded with the value of the affected product(s) into your Wallet.