Return Exchange Refund

We offer a product exchange within 15 days from the date of receiving your parcel/order if you meet the conditions below:

1. Exchanges are allowed for wrongly selected size, wrongly delivered, defective, or faulty items, subject to availability.
2. Item must be in original condition; unwashed, unworn and unused.
3. The item should be returned in its original plastic packaging, along with the receipt and product tag.
4. You must use a registered courier service such as PosLaju, FedEx, TNT, Aramex, GDex, etc., for the return shipment. We are not liable for any loss or damage during the return.

The Buyer is responsible for covering the shipping costs for the return and re-delivery should the reason being due to change of mind i.e. size /colour /design /product.

However, The Seller will bear the shipping costs for the return & re-delivery if the order was wrongly delivered, defective, or faulty but it is subject to availability.

For details regarding defective or faulty items, please refer to the 'Wrong Item' & 'Defect Faulty' section below.

 

Wrong Item Delivered

• If the product received is different from what you ordered (design, color, or size), please inform us immediately at +6011-1009 1302 or email us at cs@bobrock.com.my with the subject line 'Wrong Item Delivered,' along with your receipt number.
• The product must be in its original condition, unwashed, unworn, and unused.
• The product must be returned in its original plastic packaging.
• The product must be returned to us using a registered courier service, such as PosLaju, TNT, Aramex, GDex, etc. We are not responsible for any loss or damage during the return shipment.

Note: Colors may vary across screens, and we strive to ensure accuracy in both. Differences in color accuracy are not classified as wrong deliveries. 

 

Defect Faulty Damaged

• Only a one-to-one replacement is allowed. Defective products CANNOT be exchanged for a different design, color, or size.
• If no replacement stock is available, we will issue a refund to you in the form of store credit equivalent to the value of the defective item.
• The product must be in its original condition, unwashed, unworn, and unused.
• The product must be returned in its original plastic packaging.
• Defect claims must be made immediately upon receiving the product.
• We reserve the right to decline defective product claims made unreasonably late without a valid reason.
• Please provide clear pictures of the product defect during the claim process.
• The product must be returned to us using a registered courier service, such as PosLaju, TNT, Aramex, GDex, etc. We are not responsible for any loss or further damage during the return shipment.
• The shipping cost for return and re-delivery will be covered by us.
• The item must be returned within 3 working days after we have approved the defect claim.

• Our sales team may sometimes be busy with order packaging, website updates, or Instagram updates.
• To expedite the cancellation process, we encourage you to call or message us on WhatsApp at +6011-1009 1302 to request a cancellation.
• We will have our sales team review and approve your request.
• You will receive confirmation of your cancellation status via a call, WhatsApp, or email from us. 

1. Item must be returned within 3 working days after product exchange request approved.
2. If the exchange item is priced higher than the returned item, the price difference will be borne by the customer. However, if the exchange item is priced lower, no refund will be made.
3. The price difference top-up can be paid through cash deposit or online banking into our account only. While customers have the option to include cash top-up inside the return package, we advise against this practice. Please note that we will not be held responsible in the event of loss during shipment.