Our policy lasts 7 days. If 7 days have gone by since your order receipt we are unable to proceed or offer an exchange.
i. Custom-Orders, Pre-Orders i.e. Made-To-Order (MTO) are Non-Refundable and Non-Exchangeable
ii. In-Stock orders are Exchangeable
Exchangeable merchandise may be returned for an exchange within 7 days of order receipt if they remain in their original condition/packaging and are accompanied by proof of purchase. Merchandise must not have been worn (other than for the purpose of checking size) or washed or altered. Exchanges will only be made in the amount of the original purchase of the merchandise and to be performed in our stores only.
Please note that Custom-Orders, Pre-Orders i.e.made-to-order (MTO) products are non-exchangeable.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive an exchange, the cost of shipping will be deducted from your receipt amount unless in cases of damaged, defective, incorrectly supplied products, or products subject to order cancellation. We cannot be held responsible for returned parcels lost in transit; please use a carrier that can provide you with a tracking number.
Step 1: To initiate a return please email our Customer Service at - include (name, email, contact no. and order no.) and reason for return.
Step 2: Once the customer service accepted the return request.
For International and outstation customers, please proceed to return products in their original packaging alongside your order reference to the following address:
Caerus Group Sdn Bhd
No. 15, Jalan PJU 7/16, Mutiara Damansara,
47810 Petaling Jaya, Selangor, Malaysia
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange.
If you are approved, then your exchange will be processed and delivered within a certain amount of days.
You are responsible to cover the delivery shipping charges from your return.
All returns from Klang Valley customers will only be via our stores only.
We only replace items if they are defective or damaged.
If we receive your cancellation request prior to i) order payment is accepted then you have nothing more to do; we will cancel the order.
However, it may not always be possible to stop an order from being dispatched/processed as we endeavor to process orders immediately.
What should I do if my product arrives damaged or defective, or isn't what I ordered?
When we ship your order, we do our best to make sure that the products are top quality and in perfect condition. In the case of damaged, defective product or incorrect with your order, you will have the choice of return and we will exchange the items for you when we have handled your return. Please note that a product that is damaged as a result of wear and tear are not considered to be faulty.
Please follow the steps in Return Process above to smoothen the process for both side.
The returned goods/products will be checked with the receipt together and the goods should be in the good condition. The packaging should also be in original condition in original shipping container as received. If the goods/products has been used or damaged by the customer, there will not be any refund. CAERUS will also not be responsible if your shipment is lost during the return transit. Once we have checked and confirm the goods/products, customer will received their refund within 3-5 working days after the confirmation.
Please contact us at firstname.lastname@example.org or Web Live Chat if you have any questions or doubts.