We allow the return of products that are damaged during transit or due to faulty manufacturing within 7 days of receiving your item. In such cases, the damaged products must be returned first before we send out a replacement.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
For damaged products, a report to our Customer Support team must be made within 7 working days from the date of delivery. If a report is made after 7 days, the claim will be automatically rejected. Kindly submit the following documentation with your report and email them to customerservice@olakids.com.my:
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Copy of the Consignment Note
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Clear Photos/Video of the received damaged goods and the box they came in
Please note that reports without the above proper documentation will be rejected.
Exchangeable / Refundable Products
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Goods delivered are damaged/defective.
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Goods sold do not match the order details.
Goods are only entitled to a refund if:
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Goods delivered are damaged or defective.
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Goods received are in contrast with what the customer ordered (e.g., incorrect colors/sizes received compared to order details).
Not Exchangeable / Refundable Products
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Intimate products.
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Any consumable items (such as food), custom products (such as special orders or personalized items), and personal care goods (such as skincare/beauty products) that have been opened/used are non-returnable and non-refundable.
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Sale items or gift cards cannot be returned.
Postage for Exchanging Damaged Products
No, we will be responsible for postage incurred for returns and redelivery. Please contact us and we will assist accordingly.
Return Process
Contact us and provide your order number, name of the item, and the reason for returning. Our customer service representative will be happy to assist you with the return process.
In-Person Returns
Yes, but you must contact us for an appointment first before you visit us.
Confirmation of Returned Items
We will notify you by email/WhatsApp once we’ve received and inspected your return, and let you know if the refund was approved or not. Please remember it can take some time for your bank or credit card company to process and post the refund.
Incorrectly Refunded or Replaced Items
We apologize for this mistake. Contact us and we will sort this out for you immediately.
Defective Free Items in Bundles
Goods with Purchase (freebies with purchase) are not refundable or exchangeable if defects are purely aesthetic (minor scratches, minor discolorations, minor imperfect printing) and do not affect the functionality of the product. Rebates (in the form of store credit) will be given as compensation only as per below:
GWP (Freebie) with MYR value of:
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RM0 to RM100: 200 rebate points
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RM101 to RM200: 300 rebate points
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RM201 and up: 400 rebate points
If GWP (Freebie) was found to be defective in function, contact us and we can assist with an exchange depending on stock availability. In the event the item is out of stock, the above tier rebate will apply. For missing GWP (Freebie) in parcels, the above tier rebate will apply.
Refund or Exchange Processing Time
Please allow 14 to 21 working days after the refund application has been approved.
