At CEKAP, your satisfaction is our top priority. We take great care to ensure every order reaches you in good condition and as described. However, we understand that sometimes issues may occur. Please review our return and refund policy below.
1. Damaged, Defective or Lost Items
If your order arrives damaged, defective, or is lost during delivery, we will issue a full refund or send a replacement at no additional cost.
2. Refund Request Timeframe
All refund or replacement requests must be submitted within 2 days from the date you receive your parcel.
3. Proof of Issue
To process your request efficiently, please provide supporting evidence such as:
- Clear photos or videos showing the defect or damage, and
- Your order number or proof of purchase.
4. Contact Us
To request a refund, please follow these steps:
In your message, please include your order number and provide clear supporting evidence, such as photographs or a short video showing the damage to the item and its packaging.
Contact our customer support team via WhatsApp at +60 11-1639 8355.
Our support team will review your request and respond within 5 working days.
5. Refund Method
Approved refunds will be processed to the original payment method used during checkout. Please allow 7–14 working days for the refund to reflect, depending on your bank or payment provider.
6. Return Requirements
In most cases of damaged or lost items, you do not need to return the product.
However, if we require the item for quality checks, we will arrange for the return shipping — no additional cost to you.
7. Conditions for Refund or Replacement
Refunds or replacements will not be approved if:
- The product shows signs of misuse, alteration, or intentional damage.
- The issue arises from factors outside our control (e.g., wrong address provided, unclaimed parcels).
- The request is made after the 2-day timeframe.
8. Products Not Eligible for Return
For hygiene reasons, the following items are non-returnable and non-refundable unless damaged upon arrival:
- Innerwear, socks, and accessories (earrings, hairbands, etc.)
- Clearance or sale items marked “Final Sale”
9. No Additional Charges
We do not charge any handling or processing fees for approved refunds.
10. Communication
You will receive email updates regarding your refund or replacement status throughout the process.
11. Refund Value
Refunds are based on the actual amount paid, after deducting any discounts, promotions, or voucher codes used at checkout.
12. Beyond Lost or Damaged Items
This policy applies strictly to damaged, defective, or lost orders.
For returns due to other reasons (such as size exchange or change of mind), please refer to our Exchange Policy or contact us for further assistance.
We appreciate your trust in CEKAP and are committed to handling all return and refund matters with fairness, transparency, and care.
If you have any questions about this policy, please contact us at hello@cekapware.com.