Definitions
For the purposes of this Return, Refund and Exchange Policy:
- “Company” (referred to as either “the Company”, “We”, “Us” or “Our” in this Policy) refers to ALL IN ALL SDN. BHD.
- “Goods” refers to the items offered for sale on the Service.
- “Orders” means a request by You to purchase Goods from Us.
- “Service” refers to the ALL IN ALL SDN. BHD. website, accessible from https://allinallx.com.
- “You” means the individual accessing the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
- “Return” means the process of sending purchased Goods back to the Company in accordance with this Policy.
- “Refund” means the return of an amount paid by You for an eligible Order, subject to the terms of this Policy.
- “Exchange” means the replacement of an eligible purchased item with another item, subject to availability and the terms of this Policy.
General Return, Refund and Exchange Policy
At ALL IN ALL SDN. BHD., We aim to provide customers with Goods that correspond to the information, specifications and descriptions displayed on Our website.
Unless an exception described in this Policy applies, all Goods sold are not exchangeable and are not refundable.
We do not accept returns, refunds or exchanges simply because You have changed Your mind, selected the wrong item, ordered the wrong size or otherwise no longer wish to keep the purchased Goods, unless required by applicable law.
A Return, Refund or Exchange may only be considered in the circumstances described below.
Eligible Reasons for Return, Refund or Exchange
A purchased item may be eligible for a Return, Refund or Exchange if one of the following circumstances applies:
1. Wrong Item Sent
If We sent You an item that is different from the item You ordered, You may contact Us to request an appropriate resolution.
For example, this may include situations where:
- You ordered one product but received a different product.
- You ordered a particular variation but received another variation.
- The item received does not correspond to the Order details.
You must provide the required evidence described in this Policy so that We can verify the issue.
2. Item Does Not Match Website Information
A purchased item may be eligible for a Return, Refund or Exchange if the item received materially does not match the specifications, description, features or other material information advertised on Our website at the time of purchase.
We may review the Order information, product listing and evidence provided by You before determining whether the item qualifies.
Minor differences that do not materially affect the product, such as minor variations in appearance, colour caused by screen settings, packaging changes or other non-material differences, may not necessarily qualify for a Return, Refund or Exchange.
3. Spoiled, Damaged or Defective Item
If the purchased item is spoiled, damaged or defective upon delivery, You may contact Us regarding a Return, Refund or Exchange.
Where applicable, You must provide clear evidence showing the condition of the item when received.
Damage that occurs after delivery due to misuse, improper handling, accidents, unauthorized modifications or failure to follow applicable instructions may not qualify under this Policy.
4. Delivery Exceeds the Shipping Timeline
If Your Order exceeds the delivery timeline stated in Our Shipping Policy, You may contact Us regarding the Order.
Our standard shipping timeframe is approximately 7 days, as described in Our Shipping Policy.
Delivery timeframes may be affected by circumstances outside Our reasonable control, including courier delays, public holidays, severe weather, transportation disruptions, incorrect delivery information or other unforeseen circumstances.
We will review the relevant Order and delivery information before determining whether the Order qualifies for a refund or other remedy.
Required Evidence for Refund Requests
To protect both customers and the Company and to allow Us to properly investigate claims, You are required to provide sufficient evidence when submitting a Return, Refund or Exchange request.
For a refund request, You must provide:
Unboxing Video
A clear and continuous unboxing video showing:
- The parcel before it is opened
- The parcel in its unopened condition
- The shipping label
- The external packaging
- The process of opening the parcel
- The Goods received
- The condition of the Goods immediately after opening
The video should clearly show that the parcel has not been opened before the recording begins.
The unboxing video must be continuous and sufficiently clear for Us to review the condition of the parcel, packaging and Goods received.
First-Use Video
Where applicable, You must also provide a clear video showing the first use of the item.
The video should demonstrate the relevant issue, defect, malfunction or other condition forming the basis of the claim, where such demonstration is reasonably possible.
Photographs and Supporting Documents
You may also be required to provide:
- Clear photographs of the Goods
- Photographs of the packaging
- Photographs of the shipping label
- Photographs showing any damage or defect
- Order number
- Order confirmation
- Proof of purchase
- Screenshots of relevant Order information
- Other documents or evidence reasonably requested by the Company
We may request additional information where the evidence initially submitted is insufficient to determine the validity of the claim.
24-Hour Reporting Requirement
All Return, Refund and Exchange requests must be submitted to the Company within 24 hours of receiving the Goods.
You must contact Us at:
Email: all_in_all1@outlook.com
The 24-hour period begins when the Order is delivered or otherwise made available to You according to the applicable delivery records.
We strongly recommend that You inspect Your parcel and Goods immediately upon receipt.
If You believe that the item is wrong, does not match the advertised information, is spoiled, damaged or defective, You should contact Us as soon as possible and before using the item, where reasonably possible.
Requests Submitted After 24 Hours
Any Return, Refund or Exchange request submitted after the 24-hour period may not be accepted.
We strongly recommend that You do not delay in contacting Us if You identify a problem with Your Order.
Failure to submit a request within the required period may result in the request being rejected, subject to any rights You may have under applicable law.
Requests Without Required Evidence
Return, Refund and Exchange requests must include the evidence required under this Policy.
Requests submitted without the required evidence may not be accepted.
In particular, where an unboxing video is required, the absence of a clear and continuous unboxing video may make it difficult or impossible for Us to verify the condition of the parcel and Goods at the time of delivery.
We may reject a claim where the evidence provided is insufficient, unclear, incomplete, edited in a manner that prevents verification, or otherwise does not allow Us to reasonably establish the circumstances of the claim.
How to Submit a Request
To submit a Return, Refund or Exchange request, please send an email to:
all_in_all1@outlook.com
Your email should include:
- Your full name
- Order number
- Date of purchase
- Date the Order was received
- Description of the issue
- Reason for the Return, Refund or Exchange request
- Clear photographs
- Required unboxing video
- First-use video, where applicable
- Any other supporting evidence requested by Us
Please ensure that all submitted information is accurate and complete.
Review of Requests
After We receive Your request and supporting evidence, We will review the information provided.
Our review may include:
- Verification of the Order details
- Review of the photographs and videos
- Comparison with the product information displayed on Our website
- Review of delivery information
- Review of the condition of the Goods
- Communication with the relevant courier or delivery provider, where necessary
We may request additional information or evidence if necessary.
Submitting a Return, Refund or Exchange request does not automatically mean that the request has been approved.
A refund, exchange or other resolution will only be provided after We have reviewed the claim and determined that it meets the requirements of this Policy and applicable law.
Return Instructions
If We approve a Return, We will provide You with instructions regarding how and where to return the Goods.
You should not send Goods back to Us before receiving return instructions from the Company.
Goods returned without prior approval or without following Our return instructions may not be accepted.
Returned Goods should, where reasonably possible, be kept in their original condition and packaging.
Condition of Returned Goods
Where a Return is approved, You may be required to return the Goods in the condition in which they were received, subject to the nature of the issue giving rise to the approved Return.
We may review the condition of returned Goods before completing the applicable refund or exchange process.
Where the condition of the returned Goods is materially different from the condition demonstrated in the evidence originally submitted, We may review the claim again before determining the appropriate resolution.
Refund Process
If a refund is approved, the refund will generally be processed using the original payment method or another reasonable method determined by the Company, subject to the payment provider’s procedures.
The time required for the refunded amount to appear in Your account may vary depending on Your bank, card issuer or payment service provider.
The Company does not control the processing time of third-party financial institutions or payment providers.
Exchange
Where an Exchange is approved, We may replace the eligible Goods with the same or an appropriate replacement item, subject to availability.
If the same item is unavailable, We may contact You regarding an alternative resolution, which may include a refund or another option where appropriate.
An Exchange is not available for ordinary change-of-mind requests or where the item does not qualify under the eligible circumstances stated in this Policy.
Non-Eligible Returns and Refunds
Unless required by applicable law, the following circumstances generally do not qualify for a Return, Refund or Exchange:
- Change of mind
- No longer wanting the Goods
- Ordering the wrong item
- Selecting the wrong variation
- Ordering by mistake
- Personal preference
- Minor differences that do not materially affect the Goods
- Damage caused after delivery through misuse or improper handling
- Damage caused by accidents or unauthorized modifications
- Requests submitted after the 24-hour reporting period
- Requests submitted without the required evidence
- Requests where the evidence is insufficient to verify the claim
Fraudulent or Misleading Claims
We reserve the right to reject a Return, Refund or Exchange request where We reasonably believe that the claim is fraudulent, misleading, abusive or intentionally inaccurate.
We may request additional evidence or information to verify a claim.
Nothing in this Policy is intended to exclude or limit any rights that cannot lawfully be excluded or limited under applicable law.
Customer Responsibilities
You are responsible for:
- Providing accurate Order information
- Providing a valid delivery address
- Inspecting the parcel and Goods promptly after delivery
- Recording the required unboxing video
- Providing clear and continuous evidence where required
- Reporting eligible issues within 24 hours
- Providing accurate information when submitting a claim
- Following Our return instructions when a Return is approved
Failure to comply with these requirements may affect the Company’s ability to verify and process Your request.
Policy Changes
We reserve the right to update or modify this Return, Refund and Exchange Policy from time to time.
Any changes will be published on the Service.
The version of the Policy applicable to Your Order will generally be the version in effect at the relevant time, subject to applicable law.