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Home / Returns And Refund

Dasar Pemulangan / Pertukaran Barang

• Bayaran balik secara tunai tidak tersedia. Walaubagaimanapun, jika pelanggan tidak berpuas hati dengan produk pembelian, pelanggan boleh mengembalikan barang tersebut kepada Al Aqsa Carpets dalam masa 3 hari waktu bekerja daripada tarikh penerimaan dan pilih produk lain untuk pertukaran.

• Sekiranya produk yang anda beli adalah produk ‘custom-made’ seperti rumput tiruan dan karpet masjid adalah tidak boleh dikembalikan atau ditukar.

• Item yang ingin dipulangkan haruslah tidak mempunyai kerosakan dan dalam keadaan baik. Prosess pemulangan melalui pos adalah tanggungjawab pelanggan. Apabila barang sampai ke warehouse kami, kami akan check semula barang dan proses pertukaran barang dilakukan.

• Pelanggan juga boleh terus buat pertukaran di outlet kami, di Al Aqsa Carpets Factory Outlet Store (AQSAFOS) di Desa Latania, Seksyen 36 Shah Alam.

Proses Pertukaran Barang Melalui Pos

  1. Anda boleh chat kami di platform online dalam tempoh 3 hari selepas terima barang (Email : [email protected]) atau KLIK DI SINI.
  2. Ambil gambar barangan dan sebab kenapa pelanggan tidak mahu barangan tersebut.
  3. Anda perlu sertakan maklumat yang diperlukan (nombor order anda, nama, no. telefon, alamat dan butiran produk). Jika anda gagal berbuat demikian, semua permintan pemulangan / pertukaran akan dibatalkan serta-merta.
  4. Membungkus kembali parcel dalam keadaaan baik.
  5. Kos pemulangan barang adalah ditanggung oleh pelanggan.
  6. Selepas pihak kami terima barang proses pertukaran barang akan bermula.

Return and Exchange Policy

  • Cash refunds are not available. Returns and exchanges must be made within 3 days from the date of receiving the item.
  • The cost of return and delivery of the new item will be fully borne by the customer.
  • Customers who make walk-in purchases walk-in, and wish to exchange a product due to unwanted color or mismatch will not be entertained.
  • If the product you purchased are custom-made such as mosque carpets, office carpets, premium carpets, or artificial grass cannot be returned or exchanged.
  • The value of the item to be exchanged must be equal to or greater than the original purchase amount. Additional payment is required if the value exceeds the initial purchase. If the value of the item to be exchanged is less, the balance will not be replaced with a cash payment.
  • Puchased online can refer to the following process for exchanging items due to defects, product damage, or dissatisfaction. The return and exchange process can be done walk-in at our branches or online.
  • If you behave unprofessionally, act rudely, use inappropriate language, our company reserves the right to reject your request.
  • The product images displayed on the website may slightly differ from the actual products received. We strive to display the colors of the products on the website as accurately as possible. We also do not guarantee that repeated purchases (different batches) will result in the same color as before. 
  • Claims are not valid if the product is worn, dirty, or damaged. Al Aqsa Carpets reserves the right to reject the return/exchange of items that are not in perfect condition unless the received product is damaged.

A. Return and Exchange Process Through "Walk-In"

  1. Customers need to inform us of the return and exchange of items via WhatsApp at 0146014611 or email us at [email protected]Please include:
    1. Photo evidence
    2. Buyer's name
    3. Buyer's phone number
    4. Purchase order number
    5. Purchase date
  2. Al Aqsa will review and respond on whether any return or exchange can be processed.
  3. If approved, customers need to bring the item to Al Aqsa Carpets branch for the return and exchange.
  4. The returned item must not have damage exceeding the provided photo evidence and must be in good condition.
  5. Upon arrival at the branch, the item will be rechecked before the return and exchange process.

B. Exchange Process Through Mail

  1. Customers need to inform us of the return and exchange of items via WhatsApp at 0146014611 or email us at [email protected]Please include:

    1. Photo evidence
    2. Buyer's name
    3. Buyer's phone number
    4. Purchase order number
    5. Purchase date
  2. Al Aqsa will review and respond on whether any return or exchange can be processed.
  3. If approved, customers can return the item by mail using any courier service. The return process is the customer's responsibility.
  4. Al Aqsa reserves the right to reject any item exchange if damage occurs during the return shipment (other than damage or defects from our side).
  5. After rechecking, if there is no damage (from the return shipment), the item exchange will be processed, and the goods will be sent back to you.

C. Damaged Product Claim Policy

  1. If you receive an item in imperfect condition, less quantity than purchased, or less quantity than advertised, you can file a complaint via our WhatsApp at 0146014611 or email: [email protected].

  2. Complaints must be made within 2 days after receiving the product, and your complaint must include information such as:

    1. Photo evidence
    2. Buyer's name
    3. Buyer's phone number
    4. Purchase order number
    5. Purchase date
  3. We will review the complaint you provide and respond within 24 working hours.
  4. Products are classified as defective if they are received damaged after delivery by the courier service or due to manufacturing errors from the factory.

  5. After the examination and acceptance of your request, Al Aqsa will offer one of the following 3 claim options:

    1. Discount for product purchase
    2. Replacement with a new product
    3. Next purchase voucher
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