This Return, Refund and Exchange Policy applies to all books, bookmarks, tote bags and other products purchased from MOMENTUM DYNAMICS SDN. BHD. [202501008915 (1610329-H)]. We make reasonable efforts to ensure that every product is accurately described, checked and properly packed before delivery.
1. Eligible Requests
A return, refund or exchange may be considered if:
- The wrong product was delivered.
- The title, edition, design or quantity differs from the confirmed Order.
- The product does not match its advertised description or specifications.
- The product arrived damaged, defective or incomplete.
- A book arrived with torn, missing, misprinted or severely damaged pages.
- A tote bag arrived with defective stitching, straps or fastenings.
- Delivery exceeded the period stated in our Shipping Policy.
All requests must be submitted within 30 days from the date of delivery.
2. Evidence Required
Customers must provide:
- A valid Order number or proof of purchase.
- Clear photographs of the complete product and packaging.
- Close-up photographs showing the damage, defect or incorrect item.
- A continuous unboxing video showing the unopened parcel, shipping label, packaging and products received.
- Photographs of the book title, edition or product label, where applicable.
- Any additional information reasonably requested during the assessment.
Requests submitted without sufficient evidence may not be approved.
3. Condition of Returned Products
Returned products must:
- Remain unused and in their original condition.
- Be returned with their original packaging.
- Retain all labels, tags, covers and protective materials.
- Include all bundled products, bookmarks and complimentary items.
- Be free from stains, writing, highlighting, folding or customer-caused damage.
- Not have been washed, modified, repaired or personalised.
- Be packed securely to prevent further damage.
4. Non-Eligible Requests
Returns, refunds and exchanges are generally unavailable for:
- Change-of-mind purchases.
- Books ordered in the wrong title, genre, language, format or edition.
- Products ordered in the wrong colour, design or quantity.
- Books that have been read, written in, highlighted or damaged after delivery.
- Books with folded pages, stains, water damage or missing covers caused after receipt.
- Tote bags that have been used, washed or overloaded.
- Bookmarks or accessories showing signs of use.
- Minor printing or colour variations that do not affect normal use.
- Minor differences caused by photography, lighting or screen settings.
- Products with missing packaging, tags or bundled items.
- Clearance or promotional products, unless incorrect or defective upon delivery.
- Requests containing false, altered or insufficient evidence.
5. Submitting a Request
Customers must contact momentum-d@outlook.com before returning any product.
The request should include:
- Customer’s full name.
- Relevant Order number.
- Description of the issue.
- Required photographs and unboxing video.
- Any other supporting information.
Customers must wait for approval and return instructions. Products returned without prior authorisation may not be accepted.
6. Inspection and Approval
All returned products will be inspected to verify their condition and the reported issue. Submission of a request does not automatically guarantee approval.
We may reject a request if the product shows signs of use, reading damage, writing, washing, modification, improper storage or handling after delivery.
7. Refunds
Approved refunds will be processed through the original payment method whenever possible.
The processing period may vary depending on the bank, payment gateway or financial institution. Any administrative or other non-refundable charges will not be included unless the issue resulted from an error by the Company.
8. Exchanges
Approved exchanges are subject to stock availability.
If the original product is unavailable, we may offer:
- A suitable replacement.
- An alternative product of similar value.
- Store credit.
- A refund of the approved amount.
Customers choosing a higher-priced replacement must pay the price difference.
9. Cancellation Policy
Orders may only be cancelled within 12 hours from the time of purchase, provided processing, packing or shipment has not begun.
Processed or dispatched Orders cannot be cancelled. The Company may cancel an Order due to unavailable stock, incorrect pricing, unsuccessful payment verification, suspected fraud or another reasonable operational circumstance.
10. Contact Information
MOMENTUM DYNAMICS SDN. BHD.
Registration No.: 202501008915 (1610329-H)
Email: momentum-d@outlook.com
Address: 165-1-B, Lorong 22/SS1, Bandar Tasek Mutiara, 14120 Simpang Ampat, Pulau Pinang, Malaysia.