HWOOFIT Exchange and Refund Policies

Exchange Terms

    Thank you for choosing HWOOFIT! To ensure a smooth exchange process, kindly take note of the following guidelines:

    1. Exchange Service Availability: Currently, our exchange service is applicable only within Malaysia. For other regions, stay tuned as we will soon roll out the exchange service.
    2. Pre-Exchange Communication: Prior consultation with our customer service is essential before couriering any item(s) for exchange. Unnotified returns will not be entertained.
    3. Exchange Timeframe: Please initiate exchanges within 7 working days from the day you received the parcel.
    4. Exclusions: Exchange options are not applicable for accessories and Value Buy items.
    5. Return Conditions: All items for exchange must be returned in their original condition, unworn, unwashed, and with the product tag attached.
    6. Exchange Refusal: We reserve the right to refuse exchanges in the following situations:
      • Products damaged due to misuse, abuse, negligence, or accidents (including pet damage).
      • Products displaying excessive wear and tear.
      • Products lost or damaged due to natural disasters.
      • Products returned without HWOOFIT tags.
    7. Shipping Rates: Customers are responsible for delivering the item(s) back to our warehouse via their chosen courier. HWOOFIT will charge the following rates for delivering exchanged items:
      • West Malaysia: RM 7
      • East Malaysia: RM 15
    8. Rejected Parcels: In cases of rejected parcels due to undelivered addresses, wrong contact numbers, or unavailability during delivery attempts, customers will be responsible for additional shipping fees for re-sending parcels. We will inform customers via email or phone call about rejected parcels. However, unclaimed parcels after 10 days from the notification date will be disposed of and become non-claimable.

    Refund Policy

    At HWOOFIT, we aim to provide a seamless shopping experience. Please take note of our refund terms:

    1. Cash Refunds: We do not offer cash refunds for items sold.
    2. Order Cancellation: We accept order cancellation requests, and the full amount will be refunded to the customer's account as store credit for their next purchase. Please note that shipping fee paid (if any) is not refunded.
    3. Out of Stock: In cases where items are out of stock during exchange, affected customer(s) will receive a full refund credited to their account as store credit.
    4. Store Credit Expiry: Please be informed there will be no time constrain for the store credit balance.
    5. Coupon Code Usage: Note that coupon codes cannot be used in conjunction with current promotions.

    For any inquiries or assistance regarding refunds, kindly reach out to us at support@hwoofit.com.

    Thank you for your cooperation :) Cheers!