This Return, Refund and Exchange Policy applies to purchases made through STANLEY ONE STOP SOLUTION SDN. BHD. (“Company”, “We”, “Us” or “Our”) through https://stanleyonestop.online/ (“Website”).
The Company aims to provide customers with accurate product information and Goods that are properly prepared and delivered. This Policy explains the circumstances under which a return, refund or exchange may be considered and the requirements that customers must follow when making a request.
By placing an Order through the Website, You acknowledge that You have read and understood this Policy and agree to comply with the procedures stated below.
1. Definitions
For the purposes of this Policy:
- “Company” (referred to as either “the Company”, “We”, “Us” or “Our”) refers to STANLEY ONE STOP SOLUTION SDN. BHD.
- “Goods” refers to the products offered for sale through the Website, including commode chairs, walking sticks, wheelchairs, cushions, back support products and other related products.
- “Order” means a request made by You to purchase Goods from the Company.
- “Website” refers to https://stanleyonestop.online/
- “Customer”, “You” or “Your” means the person who purchased Goods from the Company.
- “Return” means the process of sending purchased Goods back to the Company for an approved reason.
- “Refund” means the return of an amount paid by You for Goods where the Company has approved the refund.
- “Exchange” means the replacement of purchased Goods with another item where the Company has approved an exchange.
- “Evidence” means photographs, videos, Order details, delivery information or other supporting documents reasonably requested by the Company.
2. General Return, Refund and Exchange Policy
2.1 Items sold by the Company are not exchangeable and are not refundable unless the circumstances fall within the approved conditions stated in this Policy.
2.2 The Company does not accept returns, refunds or exchanges simply because a customer has changed their mind, selected the wrong product, selected the wrong size or no longer requires the Goods, unless otherwise required by applicable law.
2.3 Before placing an Order, customers are encouraged to carefully review the product description, specifications, features, dimensions, images and other information provided on the Website.
2.4 Customers should ensure that the Goods selected are suitable for their intended purpose before completing the purchase.
2.5 Any return, refund or exchange request must comply with the requirements and procedures set out in this Policy.
2.6 The Company reserves the right to review each request individually and determine whether the relevant conditions have been satisfied, subject to applicable law.
3. Circumstances Where a Return, Refund or Exchange May Be Accepted
Subject to the requirements of this Policy, a return, refund or exchange may be considered in the following circumstances:
3.1 Wrong Item Sent
The merchant sent the wrong item to the customer.
This means that the Goods received do not correspond to the Goods stated in the customer’s Order due to an error by the Company.
Examples may include:
- A different product was sent;
- A different product model was sent;
- A different product type was sent; or
- The item received does not correspond to the confirmed Order.
Where the Company confirms that the wrong item was sent, an appropriate remedy may be provided.
3.2 Item Does Not Match Website Description
The purchased item received does not materially match the specifications, description, features or other information advertised on the Website.
The Company may request photographs, videos, Order details or other supporting evidence to determine whether the Goods received materially differ from the information provided at the time of purchase.
Minor differences in colour, appearance or packaging that do not materially affect the Goods may not necessarily qualify for a return, refund or exchange.
3.3 Item Is Spoiled, Damaged or Defective Upon Delivery
The purchased item received is spoiled, damaged or defective upon delivery.
This may include circumstances where the Goods are:
- Physically damaged;
- Broken;
- Defective;
- Missing essential parts;
- Damaged during transportation; or
- Otherwise materially damaged or unusable upon arrival.
Customers must provide the required evidence so that the Company can assess whether the damage or defect existed upon delivery.
3.4 Delivery Exceeds the Applicable Delivery Timeline
The Order exceeds the delivery timeline stated in the Company’s Shipping Policy.
The Company’s standard delivery timeframe is stated in its Shipping Policy. Where an Order materially exceeds the applicable delivery timeframe, the customer may contact the Company for an assessment of the situation.
The Company may investigate the delivery status with the relevant courier or delivery provider before determining whether a refund or other appropriate remedy is available.
4. No Change-of-Mind Returns
4.1 The Company does not generally accept returns, refunds or exchanges where the customer simply changes their mind after placing an Order.
4.2 The following circumstances generally do not qualify:
- Customer no longer wants the item;
- Customer purchased the wrong product;
- Customer ordered the wrong quantity;
- Customer selected an unsuitable product;
- Customer ordered by mistake;
- Customer found another product elsewhere;
- Customer no longer requires the Goods; or
- Customer does not like the product after receiving it.
4.3 Customers are therefore advised to review all available product information carefully before completing an Order.
5. Evidence Required for Refund, Return or Exchange Requests
5.1 To protect both customers and the Company and to allow the Company to properly investigate a claim, customers are required to provide appropriate evidence when submitting a return, refund or exchange request.
5.2 The customer may be required to provide:
A. Continuous Unboxing Video
A clear and continuous unboxing video showing:
- The unopened parcel;
- The shipping label;
- The external packaging;
- The condition of the parcel before opening;
- The process of opening the parcel; and
- The Goods received inside the parcel.
5.3 The unboxing video should clearly show the condition of the parcel before it is opened.
5.4 The video should be continuous and should not be materially edited, interrupted or manipulated in a way that prevents the Company from verifying the condition of the parcel and Goods.
5.5 The shipping label should be clearly visible where reasonably possible so that the Company can verify the relevant Order.
B. First-Use Video
5.6 Where applicable, the customer must provide a clear video showing the first use of the item.
5.7 This requirement may apply particularly where the customer claims that the Goods are defective, malfunctioning or do not perform as described.
5.8 The video should clearly demonstrate the issue being reported.
5.9 Customers should not attempt to repair, modify, dismantle or alter the Goods before contacting the Company regarding an alleged defect unless instructed by the Company or required for immediate safety reasons.
C. Photographs and Other Supporting Evidence
5.10 The Company may also request:
- Clear photographs of the Goods;
- Photographs of damaged areas;
- Photographs of the packaging;
- Photographs of the shipping label;
- Order confirmation;
- Invoice or receipt;
- Order number;
- Delivery information;
- Courier information;
- Product serial number, where applicable;
- Videos demonstrating the reported issue; or
- Other reasonable supporting documentation.
5.11 Customers must provide clear and relevant evidence that allows the Company to properly investigate the claim.
6. 24-Hour Reporting Requirement
6.1 All return, refund and exchange requests must be submitted to the Company within 24 hours of receiving the Goods.
6.2 The customer must contact the Company within the 24-hour period if the Goods are:
- Incorrect;
- Damaged;
- Defective;
- Materially different from the advertised description; or
- Subject to another circumstance that may qualify under this Policy.
6.3 Requests should be sent to:
Email: stanley-onestopsolution@outlook.com
6.4 The 24-hour period begins from the time the Goods are recorded as delivered or received by the customer or recipient, as reasonably evidenced by the relevant delivery information.
6.5 Customers are strongly advised to inspect the parcel and Goods immediately after delivery.
7. Requests Submitted After 24 Hours
7.1 Any return, refund or exchange request submitted after the 24-hour period may not be accepted.
7.2 The Company is not obligated to accept requests submitted after the stated period, except where required by applicable law or where the Company determines otherwise at its discretion.
7.3 Customers should therefore inspect their Orders immediately upon receipt and contact the Company promptly if there is any issue.
8. Evidence Requirement
8.1 A return, refund or exchange request must be supported by the evidence required under this Policy.
8.2 Requests submitted without the required evidence may not be accepted.
8.3 In particular, where applicable, customers are required to provide:
- A clear and continuous unboxing video;
- A video showing the first use of the item;
- Relevant photographs; and
- Order or transaction information.
8.4 The Company may request additional evidence if the information originally submitted is insufficient to determine the circumstances of the claim.
8.5 Failure to provide requested evidence may result in the request being rejected.
9. How to Submit a Return, Refund or Exchange Request
9.1 To submit a request, customers should email the Company at:
stanley-onestopsolution@outlook.com
9.2 The email should include:
- Customer’s full name;
- Order number;
- Contact number;
- Date the Goods were received;
- Product name;
- Description of the issue;
- Reason for the request;
- Clear photographs;
- Required unboxing video;
- First-use video where applicable; and
- Other supporting evidence requested by the Company.
9.3 Customers should clearly state whether they are requesting:
- A return;
- A refund; or
- An exchange.
9.4 The Company may contact the customer for additional information before making a decision.
10. Review and Assessment
10.1 Once a request is received, the Company may review the submitted information and supporting evidence.
10.2 The Company may assess:
- Whether the request was submitted within 24 hours;
- Whether the Goods correspond to the Order;
- Whether the Goods materially match the Website description;
- Whether the Goods were damaged or defective upon delivery;
- Whether the evidence is sufficient;
- Whether the reported issue is attributable to the Company, manufacturer, courier or customer; and
- Whether the requested remedy is permitted under this Policy and applicable law.
10.3 The Company may contact the customer for clarification or additional evidence.
10.4 No return should be made unless the Company has provided return instructions or approval.
10.5 Customers who return Goods without prior approval may be responsible for the associated return arrangements and costs, subject to applicable law.
11. Return Procedure
11.1 If a return is approved, the Company will provide the customer with instructions regarding the return.
11.2 The customer must follow the Company’s return instructions.
11.3 The Company may specify:
- Return address;
- Courier requirements;
- Packaging requirements;
- Return timeframe;
- Required documentation; and
- Other applicable conditions.
11.4 Customers should retain proof of return shipment until the Company confirms receipt of the returned Goods.
11.5 The Company may inspect returned Goods before approving a refund or exchange.
12. Condition of Returned Goods
12.1 Where a return is approved, customers should return the Goods in the condition required by the Company.
12.2 Where reasonably possible, the Goods should be returned with:
- Original packaging;
- Accessories;
- Manuals;
- Labels;
- Components; and
- Other items originally supplied with the Goods.
12.3 Goods should not be intentionally damaged, modified, dismantled or altered before being returned.
12.4 The condition of the returned Goods may be considered when assessing the relevant claim, subject to applicable law.
13. Refunds
13.1 Where a refund is approved, the Company will process the refund in accordance with its applicable refund procedures.
13.2 The amount of the refund will depend on the circumstances of the approved claim and applicable law.
13.3 Refunds may be processed using the original payment method where reasonably possible.
13.4 The actual time required for the refunded amount to appear in the customer’s account may depend on the relevant payment provider, bank or financial institution.
13.5 The Company does not control the processing time of Third Party financial institutions.
13.6 Customers should retain their Order confirmation and refund-related communications until the refund has been received.
14. Exchange
14.1 Exchanges are generally not available unless the circumstances qualify under this Policy.
14.2 Where an exchange is approved, the Company may provide a replacement item depending on product availability.
14.3 If the replacement item is unavailable, the Company may offer another appropriate remedy, including a refund where applicable.
14.4 The Company will communicate the applicable exchange arrangements to the customer after reviewing the claim.
15. Damaged Goods
15.1 If Goods arrive damaged, customers must contact the Company within 24 hours of receiving the Goods.
15.2 Customers should not discard the packaging, shipping label or damaged Goods before the Company has reviewed the claim.
15.3 The Company may require photographs and a continuous unboxing video showing the condition of the parcel before opening.
15.4 Where appropriate, the Company may also request a video demonstrating the condition or operation of the Goods.
15.5 After reviewing the evidence, the Company may determine whether the damage occurred before or during delivery and whether an applicable remedy is available.
16. Defective Goods
16.1 If You believe that the Goods are defective, You must notify the Company within 24 hours of receiving the Goods.
16.2 You may be required to provide a clear video demonstrating the defect, together with photographs and other supporting evidence.
16.3 Customers should not attempt to repair or modify the Goods before contacting the Company.
16.4 If the Company confirms that the Goods were defective upon delivery, an appropriate remedy may be offered in accordance with this Policy and applicable law.
17. Wrong Item
17.1 If the Company sends the wrong item, the customer must contact the Company within 24 hours of receiving the Order.
17.2 The customer should provide:
- Order number;
- Photograph of the Goods received;
- Photograph of the shipping label;
- Continuous unboxing video; and
- Other information reasonably requested by the Company.
17.3 If the Company confirms that the wrong item was sent, the Company may arrange an exchange, replacement or other appropriate remedy.
18. Item Does Not Match Website Information
18.1 If the Goods received materially differ from the specifications, description, features or information advertised on the Website, the customer should contact the Company within 24 hours.
18.2 The Company may compare the Goods received against the relevant product information displayed at the time of purchase.
18.3 Minor variations that do not materially affect the product may not qualify for a return, refund or exchange.
18.4 The final determination will be made based on the available evidence and applicable law.
19. Delivery Delays
19.1 The Company provides shipping within Malaysia in accordance with its Shipping Policy.
19.2 The standard delivery timeframe is stated in the Shipping Policy.
19.3 If an Order exceeds the applicable delivery timeline, the customer may contact the Company regarding the delayed Order.
19.4 The Company may investigate the delivery status with the relevant courier or logistics provider.
19.5 If the circumstances qualify under this Policy and the applicable Shipping Policy, an appropriate refund or other remedy may be considered.
20. Non-Qualifying Circumstances
Unless otherwise required by applicable law, the following circumstances generally do not qualify for a return, refund or exchange:
- Change of mind;
- Customer ordered the wrong item;
- Customer selected the wrong product;
- Customer selected an unsuitable product;
- Customer no longer wants the Goods;
- Customer no longer requires the Goods;
- Customer ordered by mistake;
- Customer dislikes the product after receiving it;
- Damage caused by misuse;
- Damage caused by accidental use after delivery;
- Damage caused by unauthorised modification;
- Damage caused by improper handling;
- Damage caused by failure to follow product instructions;
- Normal wear and tear; or
- Requests submitted after the applicable 24-hour period.
This list is subject to any rights or remedies that cannot legally be excluded under applicable law.
21. Hygiene and Personal-Use Considerations
21.1 Certain Goods may be intended for personal, hygiene-related, mobility or support use.
21.2 For health, hygiene and safety reasons, such Goods may not be accepted for return or exchange where the return does not arise from an approved issue under this Policy.
21.3 Customers should therefore carefully review product information before purchasing.
21.4 This provision does not exclude any mandatory rights or remedies available under applicable law.
22. Shipping Costs for Approved Returns
22.1 Where a return is approved because the Company sent the wrong item or because the Goods were confirmed to be damaged or defective upon delivery, the Company may provide instructions regarding return shipping arrangements.
22.2 The treatment of return shipping costs will depend on the circumstances of the approved claim.
22.3 Customers should not arrange expensive or unusual return shipping methods without first receiving instructions from the Company.
22.4 Any shipping arrangement must be approved by the Company where required.
23. Fraudulent or Abusive Claims
23.1 The Company reserves the right to investigate suspicious, fraudulent or abusive return, refund or exchange requests.
23.2 The Company may reject a claim where the evidence appears to have been manipulated, falsified or materially altered.
23.3 The Company may also take appropriate action where it reasonably believes that a customer is abusing the return or refund process.
23.4 Nothing in this section limits any rights available to the Company under applicable law.
24. Customer Responsibility
24.1 Customers are responsible for carefully checking their Goods upon delivery.
24.2 Customers are responsible for providing accurate Order and contact information.
24.3 Customers are responsible for following the instructions provided with the Goods.
24.4 Customers are responsible for submitting any return, refund or exchange request within the required timeframe.
24.5 Customers are responsible for providing clear and truthful evidence supporting their request.
24.6 Customers should retain relevant Order documentation and delivery information until the transaction has been completed satisfactorily.
25. Compliance with Applicable Law
25.1 Nothing in this Policy is intended to exclude, restrict or remove any consumer rights, statutory guarantees or legal remedies that cannot lawfully be excluded under Malaysian law.
25.2 Where applicable law provides You with rights that are more favourable than the provisions of this Policy, those mandatory legal rights will prevail to the extent required.
25.3 The Company reserves all rights available to it under applicable Malaysian law.
26. Changes to This Policy
26.1 The Company reserves the right to amend, update or modify this Return, Refund and Exchange Policy from time to time.
26.2 Changes may be made to reflect:
- Changes in business operations;
- Changes to products;
- Changes to return procedures;
- Changes to delivery arrangements;
- Changes in payment methods;
- Changes in applicable laws or regulations; or
- Other legitimate business requirements.
26.3 The updated version will be published on the Website.
26.4 The “Last Updated” date at the top of this Policy indicates when the Policy was most recently revised.
27. Contact Us
All return, refund and exchange requests must be submitted to:
STANLEY ONE STOP SOLUTION SDN. BHD.
Website: https://stanleyonestop.online/
Email: stanley-onestopsolution@outlook.com
When submitting a request, please include Your Order number, full name, contact information, reason for the request and all required supporting evidence.
28. Important Summary
For convenience, the key requirements of this Policy are summarised below:
- Items sold are generally not exchangeable or refundable.
- A return, refund or exchange may be considered if the wrong item was sent.
- A return, refund or exchange may be considered if the Goods materially do not match the specifications, description, features or information advertised on the Website.
- A return, refund or exchange may be considered if the Goods are spoiled, damaged or defective upon delivery.
- A return, refund or other appropriate remedy may be considered where the Order exceeds the delivery timeline stated in the Company’s Shipping Policy.
- Customers must provide a clear and continuous unboxing video showing the unopened parcel, shipping label, packaging and Goods received.
- Customers must provide a clear first-use video where applicable.
- Customers must provide relevant photographs, Order details and other supporting evidence requested by the Company.
- All return, refund and exchange requests must be submitted within 24 hours of receiving the Goods.
- Requests submitted after 24 hours may not be accepted.
- Requests submitted without the required evidence may not be accepted.
- Customers should contact the Company at stanley-onestopsolution@outlook.com before returning any Goods.
- Goods should not be returned without receiving appropriate instructions or approval from the Company.
By placing an Order through the Website, You acknowledge that You have read, understood and agreed to this Return, Refund and Exchange Policy.