Returns & Refunds

In short

• Orders can be cancelled for a full refund any time before they are shipped. Once an order has shipped it can no longer be cancelled, and our returns policy applies instead.
• If an item arrives faulty, damaged or wrong, we cover the return shipping and send you a replacement or a refund.
• Any other return is at our discretion — where we agree to accept one, you pay the return shipping fee.

Cancelling an order

Orders can be cancelled for a full refund any time before they are shipped. Once an order has shipped it can no longer be cancelled, and our returns policy applies instead.

To cancel, message us with your order number as soon as you can — the sooner the better, as we usually dispatch quickly. A cancellation before shipping is refunded in full to your original payment method.

Faulty, damaged or wrong items

If an item arrives faulty, damaged or wrong, we cover the return shipping and send you a replacement or a refund.

Please contact us within 5 days of delivery. Take a photo of the problem and of the parcel as received, and send these to us with your order number. Items damaged through misuse, accident, or normal wear are not covered.

Other returns

Any other return is at our discretion — where we agree to accept one, you pay the return shipping fee.

We are a small retailer, so please choose carefully before ordering — we can't promise to accept a change-of-mind return, and we'll always tell you before you send anything back.

Returning the item

Once we've confirmed your return, please send the item back in its original packaging with all parts, accessories, and manuals included. Who pays the return shipping depends on the reason, as set out above. We recommend using a trackable delivery service, as we cannot be responsible for parcels lost on the way back to us.

Refunds

Once we receive and inspect the returned item, we'll process your refund to your original payment method within 5 business days.

How to start a return or cancellation

Email us at playera9600@gmail.com or message us on WhatsApp at 011-5320 9600, with your order number, the item(s) involved, and — for a faulty, damaged or wrong item — photos of the problem and the parcel. We'll confirm the next steps and, where applicable, provide a return address.

We answer messages Monday–Friday 10:00–18:00 and Saturday 10:00–14:00, Malaysia Time (MYT, GMT+8), and are closed Sundays and Malaysian public holidays — you can expect a reply within 1 business day.