PROTECH KIT ZONE – RETURN, REFUND & EXCHANGE POLICY
(Premium One Sports Sdn Bhd — 1455937-D)
We truly appreciate your support and trust in shopping with Protech Kit Zone. Please read the following terms carefully, as they outline our policies regarding returns, refunds, exchanges, cancellations, missing items, and special orders.
By placing an order on our platform, you acknowledge and agree to all terms stated below.
1. GENERAL RETURN POLICY (EXCLUDING DAMAGED / FAULTY ITEMS)
We do not accept returns for reasons including but not limited to:
Change of mind
Incorrect sizing
Incorrect item selection
Customer error
Returns are only accepted if the item received is damaged or faulty.
If you receive a damaged or defective product, you must report the issue within 3 working days from the date of receipt by emailing [email protected], including:
Order number
Description of the defect
At least 3 clear photos showing the defective area(s)
Late submissions or incomplete evidence may result in rejection.
2. REFUND OPTIONS (DAMAGED / FAULTY / VERIFIED OUT-OF-STOCK ITEMS ONLY)
Upon review and approval, we may offer one of the following resolutions:
Option 1: Refund via Protech Kit Zone store credit*
Option 2: Refund to the original payment method**
* Store credits are non-transferable and valid for future purchases only.
** We are not responsible for currency exchange losses, bank charges, or payment gateway fees.
3. CANCELLATION POLICY
All sales are final once an order is placed.
We do not accept cancellations under any circumstances, including:
Change of mind
Incorrect size or item selection
Courier or customs delays
Duplicate orders placed by mistake
Customers are strongly advised to review cart contents, sizes, and shipping details before checkout.
If an error is identified after ordering, please contact us immediately. While we may attempt to assist, no changes or cancellations are guaranteed once processing or dispatch has begun.
4. EXCHANGE & RETURN CONDITIONS (DAMAGED / FAULTY ITEMS ONLY)
To qualify for return or exchange approval:
Item must be unworn, unused, and in original condition
All tags, labels, and packaging must remain intact
Return shipment must be trackable
Return shipping costs are borne by the customer
Shipping fees are strictly non-refundable
Return must be initiated within 7 days of receipt (upon approval)
Protech Kit Zone reserves the right to:
Replace the item
Issue store credit*
Refund to the original payment method**
⚠️ Items marked as non-returnable on our website are strictly excluded.
5. REFUSAL AT DELIVERY
5.1 Customer Responsibility
By placing an order, the customer agrees to accept delivery. Unjustified refusal will result in:
No refund or replacement
All shipping and return costs borne by the customer
Forfeiture of any promotional vouchers used
5.2 Valid Reasons for Refusal
Delivery may only be refused if:
Parcel is visibly damaged or tampered with
Wrong item was sent
Evidence (photos/videos) must be submitted within 24 hours of delivery.
5.3 Failed Delivery Attempts
If delivery fails due to refusal or unavailability:
Redelivery fees may apply
Shipping and handling charges may be deducted from any eligible refund
5.4 Customs-Related Refusal
Refusal due to customs duties, taxes, or import charges is treated as non-refundable.
5.5 Abandoned Parcels
Orders abandoned due to customer non-response or refusal are considered forfeited and non-refundable.
6. MISSING ITEMS / INCOMPLETE ORDER POLICY
6.1 Reporting Missing Items
Missing item claims must be submitted within 24 hours of parcel receipt to [email protected], including:
Order number
A full unboxing video (mandatory) showing:
Sealed parcel
Shipping label
Entire unboxing process without cuts
Photos of received items and packaging
⚠️ Claims without an unboxing video will be automatically rejected.
6.2 Verification
All claims are subject to internal verification (packing records, weight logs, dispatch data).
6.3 Resolution
If approved, we may:
Reship the missing item
Issue store credit
Refund the item value
Shipping fees and customs charges are non-refundable.
6.4 Exclusions
Missing item claims are not valid for:
Reports after 24 hours
Orders without unboxing video
Promotional freebies
Third-party or forwarding deliveries
All decisions are final.
7. PERSONALIZED ITEMS POLICY
All personalized items are strictly non-cancellable, non-refundable, and non-exchangeable, including:
Player names and numbers
Custom printing
Sponsor logos or sleeve patches
Customers are responsible for verifying spelling, numbers, and design details before checkout.
⚠️ Errors submitted by the customer are not eligible for correction or refund.
Defective personalization caused by our error may be reviewed if reported within 7 days of receipt with clear evidence.
8. PRE-ORDER / SPECIAL ORDER POLICY
All pre-order and special-order items are final sale.
No cancellations, refunds, or exchanges are allowed once the order is placed.
Delivery timelines are estimates only and may change due to supplier, shipping, or customs delays.
If a supplier fails to deliver, we will issue a refund or store credit.
9. WARRANTY TERMS
COVERED
The warranty covers the following issues only:
Manufacturing defects
Printing defects applied by Protech Kit Zone
Structural defects not caused by misuse, mishandling, or improper care
NOT COVERED
The warranty does not cover:
Normal wear and tear
Damage caused by washing, drying, ironing, or improper garment care
Size-related dissatisfaction or fitting issues
Personalized or customized items
Included name & number printing that is purchased separately and self-printed by the customer
WARRANTY CLAIM PROCEDURE
All warranty claims must be submitted within 7 days from the date of receipt
Claims must include:
Order number
Clear description of the issue
Clear photos showing the defect
Any claim submitted after the stated period or without sufficient supporting evidence will not be entertained.
10. DELIVERY DAMAGE DISCLAIMER
We are not responsible for damage or loss during return shipping.
Customers must:
Use protective packaging
Use trackable courier services
Insure high-value returns
Items damaged during return transit may result in claim rejection or partial resolution.
11. CLEARANCE / DISCOUNTED ITEMS / COUPON & VOUCHER TERMS
All items purchased under clearance, promotional, discounted pricing, or with any coupon or voucher applied are final sale.
This includes, but is not limited to:
Items sold under clearance or promotion
Items purchased using discount codes, coupons, vouchers, or store credits
Orders with included or complimentary name & number printing, badges, sponsors, patches, or any related printing or customization materials
Once an order is confirmed, no cancellations, returns, exchanges, refunds, or warranty claims will be accepted under any circumstances.
All coupons and vouchers are strictly one-time use only, non-reusable, and non-exchangeable for cash or credit.
12. OUT-OF-STOCK POLICY
Regular Periods
Customers will be notified. If no response within 3 days, store credit may be issued.
Promotion Periods
No individual notification. Store credit will be issued automatically.
Refunds to original payment methods are not available during promotion periods.
📧 Customer Support: [email protected]
Protech Kit Zone reserves the right to amend this policy without prior notice.