HWOOFIT Exchange & Refund Policy

HWOOFIT Exchange & Refund Policy

We want you to feel confident shopping with HWOOFIT. Please review the following terms to ensure a smooth experience with exchanges and refunds.

Exchange Terms

  • Availability: Exchange services are currently available within Malaysia only. We hope to extend this to other regions in the future.
  • Pre-Exchange Approval: Please contact our customer service team before sending any item(s) back. Returns without prior approval will not be accepted.
  • Timeframe: Exchange requests must be made within 7 working days from the date you received your parcel.
  • Exclusions: Exchanges are not available for accessories or Value Buy items.
  • Item Condition: Returned items must be unworn, unwashed, in their original condition, and with all tags attached.

Exchange Options

We currently offer two exchange options:

  1. Self-Return: Customers may arrange delivery of the item(s) back to our warehouse using their preferred courier. HWOOFIT will then deliver the exchanged item(s) with the following charges:
    • West Malaysia: RM 7
    • East Malaysia: RM 15
  2. HWOOFIT Pick-Up Service (Klang Valley only): Customers in Klang Valley may request HWOOFIT to arrange a courier pick-up at their address. A flat fee of RM 14 will be charged, covering both return and re-delivery.
  • Exchange Refusal: HWOOFIT reserves the right to decline exchanges if:
    • The product has been damaged due to misuse, negligence, or accidents (including pet damage).
    • The product shows excessive wear and tear.
    • The product is returned without HWOOFIT tags.
  • Rejected Parcels: Parcels rejected due to incorrect addresses, unreachable contact numbers, or failed delivery attempts will require additional shipping fees for re-delivery. We will notify you via email or phone. If unclaimed within 10 days of notification, the parcel will be disposed of and considered non-retrievable.

Refund Policy

  • Cash Refunds: We do not offer cash refunds for items sold.
  • Order Cancellations: Orders may be cancelled, with the amount refunded as store credit (excluding shipping fees).
  • Refunds on Discounted Orders: For orders placed with promotional discounts, refunds will be calculated based on the final paid price after discount, not the original full price.
  • Out-of-Stock Items: If an item becomes unavailable during an exchange, a full refund will be issued as store credit.
  • Store Credit Validity: Store credit has no expiry date and can be used for future purchases on Hwoofit.com.

Need Help?

For assistance with exchanges or refunds, please contact us at:
📧 support@hwoofit.com / 📱 WhatsApp: +60 11-1689 6540

We appreciate your understanding and support 💛