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Refund Eligibility:

Refunds are only available in the form of store credit for cases where the customer is at fault.

Refunds to the bank account are applicable when the mistake is made by our own team.

Customer's Fault:

a. If the customer is at fault and wishes to request a refund in the form of store credit, they need to follow these steps:

i. Contact our customer support team via email at info@kaptenbatik.com.my or phone at 0103605321.

ii. Provide the order details, including the order number, and explain the reason for the refund request.

iii. Our customer support team will review the request and assess its eligibility for store credit.

iv. If the refund is approved, the customer will receive store credit in their online store account, which can be used for future purchases.

Team's Mistake:

a. In the event of a mistake made by our own team, and a refund to the bank account is necessary, the following steps should be followed:

i. Once the mistake is identified, our customer support team will reach out to the customer to acknowledge the error and apologize.

ii. The customer will be asked to provide their bank account details for the refund.

iii. After verifying the bank account details, the refund will be processed to the customer's bank account.

iv. The customer will be notified of the refund confirmation, along with any relevant transaction or reference numbers.

Communication and Timelines:

Our customer support team will maintain regular communication with the customer throughout the refund process.

Refund requests will be processed promptly, and customers will receive updates regarding the status of their refund within a reasonable timeframe.

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