At BLUE REEF COMMERCE SDN. BHD., we are committed to providing our customers with quality aquarium products and a satisfying shopping experience. If you are not completely satisfied with your purchase, we are here to help. Please read this Return & Refund Policy carefully to understand your rights and responsibilities regarding returns, refunds, and cancellations.
Definitions
For the purposes of this Return & Refund Policy:
- Company (referred to as “the Company”, “We”, “Us”, or “Our”) refers to BLUE REEF COMMERCE SDN. BHD.
- Goods refer to the aquarium decor, aquarium accessories, aquarium filters, and other products available for purchase through our website.
- Orders mean a request made by You to purchase Goods from the Company.
- Service refers to the online store operated by BLUE REEF COMMERCE SDN. BHD.
- You means the individual purchasing Goods from our website or any legal entity acting on behalf of such individual.
Our Commitment
Customer satisfaction is important to us. We strive to ensure that every product is carefully inspected before shipment. If you receive an item that does not meet your expectations or arrives in an unsatisfactory condition, we encourage you to contact us so we can review your request and provide an appropriate solution.
Return Eligibility
You may request to return eligible products within 30 days from the date you receive your order.
To qualify for a return, the following conditions should be met:
- The item must be returned within the 30-day return period.
- The product should be unused and kept in its original condition.
- The product should be returned together with its original packaging whenever possible.
- All accessories, manuals, labels, and included components should accompany the returned item.
- Proof of purchase, such as your order confirmation or receipt, may be required to verify your purchase.
Once your returned item has been received, our team will inspect it to determine whether it meets the return requirements.
Return Process
If you wish to return a product, please contact our customer support team before sending any item back.
Please include:
- Your full name
- Order number
- Contact information
- Product name
- Reason for the return
- Photos of the product if applicable
Our customer support team will guide you through the return process and provide the necessary instructions.
Contact Information
BLUE REEF COMMERCE SDN. BHD.
Email: bluereef.commerce@outlook.com
Address:
RM 20-2, JALAN REMBIA HUB 1,
TAMAN IKS REMBIA HUB,
78000 ALOR GAJAH,
MELAKA,
MALAYSIA
Inspection of Returned Goods
After receiving your returned item, we will carefully inspect it to verify its condition and confirm that it meets our return requirements.
Inspection may include checking:
- Product condition
- Completeness of included accessories
- Packaging condition
- Product functionality where applicable
- Order verification
The inspection process generally takes several business days after the returned item has been received.
Refund Policy
If your return is approved, your refund will be processed using the original payment method whenever possible.
Depending on your payment provider or financial institution, it may take several business days before the refunded amount appears in your account.
Refunds are only processed after the returned goods have been received and successfully inspected.
If a refund cannot be completed using the original payment method, we will contact you to discuss an alternative solution.
Partial Refunds
In certain situations, partial refunds may be issued where appropriate, including but not limited to situations where returned products are incomplete or show signs of use beyond what is reasonably necessary for inspection.
Each request will be reviewed individually to ensure a fair outcome for both the customer and the Company.
Exchanges
If you have received an incorrect item or wish to exchange an eligible product, please contact us within the applicable return period.
Exchange requests are subject to product availability. If the requested replacement product is unavailable, we may offer an alternative product or issue a refund where appropriate.
Order Cancellation Policy
Customers may request to cancel an order within 12 hours of placing the order.
Cancellation requests submitted within the 12-hour period will be reviewed promptly. If the order has not yet entered processing or shipment preparation, we will proceed with the cancellation and arrange the appropriate refund.
To request a cancellation, please contact us as soon as possible using the contact details provided in this policy and include your order number for faster assistance.
Damaged or Incorrect Products
If you receive a product that is damaged during delivery or if the wrong item has been supplied, please contact us as soon as possible after receiving your order.
To help us resolve the issue efficiently, please provide:
- Your order number
- Clear photographs of the product
- Photographs of the packaging if applicable
- A brief description of the issue
Our support team will review the information and work with you to provide a suitable resolution.
Refund Processing Time
After your returned item has been inspected and approved, refunds are generally processed within several business days.
The actual time required for the funds to appear in your account may vary depending on your payment provider, bank, or credit card issuer.
Contact Us
If you have any questions regarding this Return & Refund Policy or require assistance with a return, refund, or cancellation request, please contact us.
BLUE REEF COMMERCE SDN. BHD.
Email: bluereef.commerce@outlook.com
Address:
RM 20-2, JALAN REMBIA HUB 1,
TAMAN IKS REMBIA HUB,
78000 ALOR GAJAH,
MELAKA,
MALAYSIA
We are committed to responding to customer enquiries promptly and providing a fair and transparent resolution process. Our goal is to ensure every customer enjoys a positive shopping experience when purchasing aquarium decor, aquarium accessories, aquarium filters, and related products from BLUE REEF COMMERCE SDN. BHD.