This policy explains when a refund, return or exchange is available for orders placed with PackPek Supplies Sdn. Bhd. Because our shop is sold by the pack, and custom-printed items are made specifically for your order, this policy sets out what is and isn't covered, and should be read together with our Terms & Conditions.
PackPek sells packaging and small business operating supplies, priced and sold as packs rather than individual pieces. Because each pack is picked against real stock on hand, and because packaging materials carry natural manufacturing tolerance in dimensions and count, this policy sets out clearly what qualifies for a refund, return or exchange so there are no surprises once an order is confirmed.
Unused, unopened packs in their original packaging may be returned for a refund or exchange within 7 calendar days of delivery, provided the full pack is returned together and accompanied by proof of purchase. The Client is responsible for return shipping costs unless the return is due to our error or a defect covered under Clause 4. Opened packs, or items that are no longer in resaleable condition, are not eligible for return under this clause.
Every product listing states an approximate manual measurement tolerance of 1 to 2 cm, since box and bag dimensions are measured by hand rather than machine, and pack counts may vary by one or two pieces between production runs. The actual colour of an item may also differ slightly from photographs shown on the website due to monitor brightness, display settings, lighting conditions and photo-taking environment. Variance within these stated tolerances is not considered a defect and is not eligible for return, refund or exchange under this policy.
If an item arrives damaged, defective, or with a fault beyond the tolerance described in Clause 3, notify us within 72 hours of delivery at pack_pek@outlook.com, including your order reference, a description of the fault, and clear photographs of the affected pack and packaging. Claims submitted after this window may still be considered at our discretion but cannot be guaranteed. Once verified, we will offer, at our discretion, a replacement pack, a partial refund reflecting the affected quantity, or a full refund where the fault affects the entire order and a suitable replacement is not available.
If we ship a SKU, size or pack count that does not match your confirmed order, this is treated as our error and Clause 4 applies in full, at no cost to you, including return shipping of the incorrect items where applicable.
Items custom-printed to your specification, including branded stickers, boxes and labels, are made specifically for your order and are non-refundable and non-returnable once production has started, except where the finished item does not match the artwork or specification you approved, in which case Clause 4 applies. We recommend reviewing a proof carefully before approving a custom print order.
To start a return or claim, email pack_pek@outlook.com with your order reference and the reason for the request. We will confirm eligibility, and where a physical return is required, provide instructions for how and where to send the goods. Please do not send items back before receiving this confirmation, as unsolicited returns may not be processed promptly.
Approved refunds are issued by bank transfer to the account used for the original payment, or another account you nominate in writing, within 14 business days of approval. Refunds are issued in Malaysian Ringgit (MYR); where the original payment was made in another currency, the refunded amount reflects the MYR value received, less any transaction charges already incurred by PackPek that are not recoverable.
The following are non-refundable except where the entire order is cancelled due to our error: outbound courier charges once goods have been dispatched, and any custom-print production costs already incurred as described in Clause 6. These represent real, non-recoverable costs paid to third parties on the Client's instruction.
For bulk orders, cancellation before the order has been picked and packed is refundable in full. Cancellation after packing has commenced forfeits the portion of the order already committed to stock and handling costs incurred up to that point, with any remaining balance refunded. We will provide a breakdown of costs incurred on request.
Exchanges for a different SKU or size follow the same eligibility conditions as Clause 2 and are subject to stock availability. Exchanges are not available for custom-printed items or for items falling within the dimension or count tolerance described in Clause 3.
For any refund, return or cancellation request, contact pack_pek@outlook.com or call +6017-618 8464, quoting your order reference. our contact address is 15-2-1, Level 1, Jalan Setia Prima R U13/R, Setia Alam, 40170 Shah Alam, Selangor, Malaysia.