Refund, Return and Exchange Policy
At CONX SDN. BHD., we want our customers to have a positive shopping experience. This policy explains how to request a return, refund, or exchange for baby products, toys, and related goods purchased through our website.
- Eligibility for Returns
Customers who receive an incorrect, damaged, defective, or materially different product may contact us to request an appropriate resolution.
Return and exchange requests should be submitted within 7 days of receiving the order, where reasonably practicable. This request period does not limit any mandatory rights available to consumers under applicable Malaysian law.
To help us assess a request, customers should provide:
- Their order number and proof of purchase.
- A description of the issue.
- Clear photographs or videos showing the product and its packaging, where relevant.
- Product Condition
Where appropriate, returned products should include their original packaging, accessories, manuals, and other supplied components.
For hygiene and safety reasons, certain baby-care products or products that have been opened or used may require additional assessment before a return or exchange can be approved.
These conditions will not override any consumer rights or remedies required by law, including rights relating to defective or misrepresented products.
- Non-Returnable Situations
Subject to applicable law, a return or exchange may not be accepted solely because a customer changes their mind, selects the wrong item, or no longer wants the product.
However, this does not affect any rights that may apply when a product is faulty, unsafe, incorrectly supplied, or otherwise fails to meet legal requirements.
- Refunds
If a refund is approved, it will generally be issued through the original payment method where reasonably possible.
Refund processing times may vary depending on the payment provider or financial institution. Customers will be informed if additional information is required.
Any refund will be handled in accordance with applicable Malaysian law.
- Exchanges
Exchanges may be considered for eligible products, subject to product availability and the circumstances of the request.
If the requested replacement is unavailable, we will discuss an appropriate alternative or refund where applicable.
- Return Shipping Costs
For products that are damaged, defective, incorrectly supplied, or otherwise eligible for a remedy under applicable law, we will discuss reasonable return arrangements with the customer.
For other approved returns, any applicable return shipping arrangements will be communicated before the return proceeds.
- How to Request a Return or Refund
Please email conx-sb@outlook.com with the subject line “Return, Refund or Exchange Request”.
Include your order number, contact details, a description of the issue, and supporting photographs where applicable.
Please wait for our instructions before sending any product back to us.
- Contact Information
CONX SDN. BHD.
Email: conx-sb@outlook.com
Address: DBKK NO. D-1-21 (UNIT NO. IC/D/078/1), Lorong Inanam Kapital 3A, Inanam Capital, 88450 Kota Kinabalu, Sabah, Malaysia.