Refund & Returns Policy

About Returning Your Purchase (applicable for online purchases only)
We trust you will be delighted with our product(s) but there may be occasions where you feel a need to return the item(s). We shall attend to your return request as soon as possible.

Customer satisfaction is our priority. We emphasize on quality control where product(s) are checked for good condition before delivery to you.  However, there are occasions where mistakes happen.

You are required to email to us your Return Request within 7 working days from the date you received the product(s) or we reserve the right not to attend to your request.

Custom timepieces and engraved or embossed items are considered final sale. No returns or exchanges are accepted.

For help with returning manufacturing defects product(s) later than 7 days after date of receipt, please contact us at admin@bilanopolo.com.my to discuss your options.

To make a return request,
Step 1: Download the Return Request Form 
Step 2: Fill up the Form and click submit.
Step 3: You will hear from us within 2 working days to process your request.

Do NOT return your product(s) until you hear from us.

You are required to present the below supporting document(s) for your return and refund request for our verification purposes. We reserve the rights to decline your return request should you fail to submit the required document(s). The supporting documents are:

• A copy of order notification or invoice as proof of purchase from us
• Picture(s) of the defective, damage or wrong product(s)
• You will receive an acceptance letter from us upon approval of your return request. Please attach the acceptance letter in your return parcel.

For delivery on approved return request within Malaysia, we will arrange our authorized logistic partner to collect the return product(s) from you. 

For delivery on approved return request outside of Malaysia, we will contact you to make arrangement for the return parcel.  

Return shipping charges may apply subject to the reason for return (apply for both delivery within/outside Malaysia). Please refer to the chart below for buyer/seller responsibility:

You are responsible to take care of the product(s) until they reach us and ensure all packaging are intact as per original packaging. You may consider to add additional wrapping material to avoid damages during the return shipping to us.

Should the return product(s) we receive not in its original condition or were damaged during shipping handling (where beyond our control, not due to logistic partner or our fault or negligence), you may be charged for the repair of the product(s) and we reserve the right to deduct the cost from your refund.

Under circumstances where we agree that the buyer were to arrange the return shipping, the return product(s) must reach us within 14 working days from the date of approval (or a date agreed upon by both parties).  Please return the product(s) to the below-mentioned address.  Failing to do so, the return or refund will not be processed:

About Exchanging the Product (where applicable)
You will be offered with a new product replacement to the original purchase item, subject to stock availability.

The replacement product(s) will be delivered within 7 to 14 working days from the date of receiving the return parcel to the address as indicated in the original order.

About Getting a Refund (where applicable)
Refunds are permitted for return reasons as outlined above.

Refund will only be processed after inspection on the return product(s) if they are in good condition as per original packaging when delivered to you.

We will notify you via email and/or phone call on the status of your refund request.

Refund will be made directly to the original mode of payment used (credit/debit card, online bank transfer or e-wallet) within 14 working days from the day we notified you on the refund status.

For purchases outside of Malaysia, your refund remittance may take a longer period and subject to financial fees offered by the chosen financial service provider where we will discuss the options with you.

If you do not receive your refund within the agreed refund period, you may write to our customer service champion at admin@bilanopolo.com.my