Refund and Returns Policy

Overview

At MOMENTUM DYNAMICS SDN. BHD., we believe in providing quality second-hand products and excellent customer service. We understand that there may be situations where you need to cancel an order or return a product. This policy outlines the terms under which cancellations, returns, and refunds can be made to ensure a fair and transparent experience for all our customers.

2. Order Cancellation Policy

Customers may cancel their order within 12 hours from the time of purchase.

To cancel your order:

  • Send an email to momentum-d@outlook.com
  • Subject line: “Order Cancellation – [Your Order Number]”
  • Include your full name, contact number, order number, and the reason for cancellation

If your cancellation request is received within the 12-hour window and your order has not yet been processed or shipped, a full refund will be issued to your original payment method.

Orders that have already been processed or dispatched cannot be canceled. However, once received, you may return the item within 30 days in accordance with our return policy.

3. Return Policy

We accept returns within 30 days of the delivery date. If you are not completely satisfied with your purchase, you may return the item for a refund, subject to the conditions below.

3.1 Eligible Items for Return

Items eligible for return must meet the following criteria:

  • Returned within 30 calendar days from the delivery date
  • In the same condition as received (for second-hand books, reasonable wear consistent with product listing is accepted)
  • Include original packaging (if applicable)
  • Not visibly altered, defaced, or damaged due to misuse
  • Accompanied by proof of purchase (order confirmation, receipt, or invoice)

Examples of eligible items include:

  • Second-hand books in their listed condition
  • Unused bookmarks
  • Unused tote bags in original condition

3.2 Items Not Eligible for Return

  • Items returned more than 30 days after delivery
  • Items that show excessive damage or wear beyond what was disclosed at the time of purchase
  • Items returned without prior approval via email communication

4. Return Process

To initiate a return:

  1. Email us at momentum-d@outlook.com
  2. Subject line: “Return Request – [Your Order Number]”
  3. Include:
    • Your full name and contact number
    • Order number
    • Reason for return
    • Photos of the item (if applicable), especially for used or damaged item concerns

We will respond within 2–3 business days with further instructions. Once your return is approved, you may proceed to send the item back to us. Please retain your shipping receipt and tracking information for reference until the return process is completed.

5. Refund Policy

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.

If approved, a full refund will be issued to your original payment method. Refunds typically take 7 to 14 business days to appear, depending on your bank or payment processor.

You will be notified via email once the refund has been successfully processed.

6. Damaged or Incorrect Items

If your order arrives damaged or if you receive an incorrect item, please notify us within 3 days of delivery.

Email momentum-d@outlook.com with:

  • Order number
  • Description of the issue
  • Clear photos of the damaged or incorrect item

We will assess the issue and arrange for an appropriate resolution, which may include a replacement or refund.

7. Important Notes

  • All returns must be approved before sending items back to us.
  • Please package your return securely to prevent damage in transit.
  • Ensure all original materials are included when returning an item.
  • We recommend retaining tracking information for any returns until the refund is issued.

8. Contact Information

For any questions or assistance related to returns, refunds, or cancellations, please contact us:

MOMENTUM DYNAMICS SDN. BHD.
Email: momentum-d@outlook.com
Address: 165-1-B, Lorong 22/SS1, Bandar Tasek Mutiara, 14120 Simpang Ampat, Pulau Pinang, Malaysia

9. Policy Updates

MOMENTUM DYNAMICS SDN. BHD. reserves the right to update or modify this policy at any time without prior notice. Any changes will be posted on our website and will take effect immediately upon publication.