Last Updated: April 12, 2024 MYT

At Buy996, we aim for your complete satisfaction with every purchase. If you’re not entirely happy with your order, you may be eligible to return the item and receive a refund. Please read through our simple procedure outlined in this Return and Refund Policy.

1. How to Initiate a Return?

To make a return, kindly follow these steps:

I. Log in to your Buy996 account on our website or app to request a refund. If you don’t have an account, simply click “Save your Order” in your order confirmation email to initiate the return process.

II. Locate the relevant order in “Your Orders” section and click on the “Return/Refund” button.

III. Choose the item(s) you wish to return and specify the reason for the return. Depending on your reason selection, additional information may be required. After providing the necessary details, click “Next Step” to proceed.

IV. If no physical return is necessary, you’ll proceed directly to selecting your refund method. You can opt for a refund credited to your original payment method or receive it as Buy996 credits. Make your choice and click “Submit”.

V. For items requiring physical return, you’ll be prompted to select your return and refund preferences. Once submitted, we’ll provide you with a return label for shipment. Enjoy free return shipping on your first return for every order within 30 days from the purchase date.

VI. After packaging all return items together, affix the provided return label on the outer packaging. Drop off your package at the nearest J&T Express location, and you’re all set!

VII. Keep track of your return status on the order details page or through Buy996’s notifications via SMS, email, or push notifications. Ensure that your return package is postmarked within 14 days of return submission to avoid termination of the return process. Please note that the provided return label is valid only for shipments within Malaysia, excluding security-restricted areas such as military bases.

2. Is Return Shipping Free?

Enjoy complimentary return shipping on your first return for every order within 90 days of purchase. Additional returns from the same order may incur a RM8.50 shipping fee, which will be deducted from your refund. We recommend consolidating all return items in one shipment to minimize costs and environmental impact.

3. Where to Find the Return Label?

Access your return label in two simple steps: Click on “All Orders” → “Print a return label and start return” → “Print return label” Alternatively, navigate to “Returns” → “Print return label” to download and print your return label.

4. Return Eligibility

Nearly all items purchased on Buy996 are eligible for return and refund, except for: Clothing items showing signs of wear, washing, or damage post-delivery, or with removed tags or hygiene stickers. Non-refundable labeled items. Certain orders with free gifts.

5. Return Window

You may return eligible items within 90 days of purchase. Ensure that your return package is dispatched within 14 days of return request submission within this window.

6. Refunds

I. Refunds are processed upon receipt and inspection of returned items.

II. Missing or undelivered items can be refunded upon request.

III. Refund processing times may vary between 5 to 14 business days, subject to your financial institution’s processing duration. Original shipping fees are non-refundable, except in cases of Buy996’s error.

IV. Opt for faster refunds with Buy996 credits, which have no expiration date and can be used for future purchases. Once issued, Buy996 credits cannot be reversed or redeemed for cash.

V. Advanced or instant refunds may be granted based on your shopping history and at Buy996’s discretion.

7. Refund Timeline

Additional time may be required for your financial institution to process refunds after issuance. Refer to the table below for more details.

8. Important Notice

I. The return address provided on your package is not valid for returns. Only use the return label provided by Buy996.

II. Double-check your return package to exclude any unwanted items. Buy996 is not liable for returning or refunding such items. If you have any queries regarding returns or this policy, please contact our customer service team.