Return and Exchange Policy

How long does delivery take?

Standard delivery (trackable) by courier for Malaysia orders only. The standard delivery timing taken will be approximately 5 to 7 business days (West Malaysia) & 7-14 business days (East Malaysia) after the order has been placed online.

Can I cancel an order? 

Order Cancellation Policy: Once an order is placed, it cannot be cancelled or modified. All sales are final.

RETURN AND EXCHANGE

We only accept return requests for goods purchased on our Website only.

How do I return/exchange an item?

We only accept returns or exchanges for incorrect or defective items. If you receive an incorrect item or a product that is defective upon arrival, please contact our customer service within 7 business days of receiving the product to initiate the return or exchange process. Items must be unused and in their original packaging to be eligible for return or exchange."

To return a product you must complete this return form and email it to order@slwholdings.com.my.  We will strive to contact you within 3 - 5 business days with a Return Authorisation and further instructions on how to return your goods.

What is the return/refund policy?

For incorrect or defective items shipped, we have a 7 days return policy upon receipt of sales order, subject to the following terms and conditions:

1. Item must be in their original purchase condition, including the original product packaging, proof of purchase, warranty cards, manuals, and all accessories.
2. All packaging must be unmarked and not defaced in any manner. Any item that you received with tags attached must be returned with those tags intact.
3. Items purchased as part of a set or multi-item packs have to be returned as a whole set. If the order was received with: a gift with purchase, bonus items, bundles, sets, it must be returned together with the returned order.
4. All returns will be reviewed first by The Travel Store Malaysia and we reserve the right to perform remedies.

Once an item is return we will either inspect your goods and investigate any claimed defect, or where we believe it is applicable, provide a remedy in relation to your goods. If we do not believe a remedy is applicable (for example, where we believe the goods have been misused or the defect/ damage is not covered by the commercial warranty), we will reject your claim and return your goods to you. You must cover the cost of return in order to receive goods we have rejected on inspection, and we will provide you with instructions on how to make this payment.

Refunds will be issued using the payment method used for purchase. We aim to process refunds and replacements within 30 days of receipt by us of the original product, however this may take longer depending on your item and the number of returns in our system.

Should there be any return requirements left unfulfilled, we will revert and advise you on the pending or rejected return approval via email.