Refund and Returns Policy

TANG RETAIL MALAYSIA SDN. BHD.
71B, JALAN BANDAR CEMERLANG 1, BANDAR CEMERLANG, 81800 ULU TIRAM, JOHOR
Email: tang_retail@outlook.com
Business: School bags & backpacks

Purpose & Scope

This policy explains how customers can request a return, exchange, refund, or order cancellation for purchases of school bags, backpacks, and related accessories sold by TANG RETAIL MALAYSIA SDN. BHD. It applies to purchases made directly through our official sales channels.

General Eligibility for Returns & Refunds (within 30 days)

  • Returns are accepted within 30 calendar days from the date of delivery shown on the tracking record or receipt.
  • Items must be unused, unwashed, and undamaged, with all original swing tags, labels, protective films, barcode stickers, inserts, straps, dust bags, and packaging intact.
  • Please repack the item securely to prevent transit scuffs, edge wear, crease marks, or ink transfer.
  • For multi-item orders, you may return one or more eligible items while keeping the rest.
  • A proof of purchase (order number, receipt, or confirmation email) is required.

Notes specific to bags: Returns cannot show signs of wear such as base scuffs, strap creasing, pen marks, stains, odour, or stretched compartments caused by use/trial loading.

What We Check on Receipt

To protect all shoppers, our team verifies:

  • Product identity (SKU/colour/model) matches the order,
  • Condition is “as new” with all components present,
  • No signs of use or alteration (e.g., extra holes on straps, removed tags, custom stickers/embroidery).

If an item arrives not meeting the eligibility above, we’ll notify you by email with photos from our inspection and discuss next steps.

How to Start a Return (RMA)

  1. Email tang_retail@outlook.com with subject “Return Request – Order #”.
  2. Include:
    • Order number and purchaser name,
    • Product name/SKU and quantity,
    • Clear photos of the item and its tags/packaging (front, back, strap, base, inner label).
  3. We will reply with a Return Merchandise Authorization (RMA) and instructions.
  4. Please do not send items without an RMA to avoid delays or misrouting.

Refund Options & Processing Time

  • Once your return is received and approved through inspection, refunds are issued to the original payment method only.
  • Please allow 5–10 business days after approval for your bank or payment provider to post the credit. Processing times can vary by institution.
  • If an item is rejected after inspection, we will email you the reason and the available options.

Exchanges (same 30-day window)

Prefer another colour or model? You may request an exchange instead of a refund if stock is available.

  • Price differences (if any) will be charged or credited accordingly.
  • If the requested item is unavailable, we can proceed with a refund instead.

Items Arriving Damaged, Defective, or Incorrect

We take packing and quality checks seriously. If your parcel arrives damaged, contains a manufacturing defect, or the wrong item/colour:

  • Please email tang_retail@outlook.com within 48 hours of delivery,
  • Attach photos of the outer carton/airway bill, inner packaging, labels, and the issue observed.
  • After verification, we will provide next steps and resolution options (replacement, exchange, or refund).
  • Keep all packaging until the case is resolved.

Gifts & Third-Party Purchases

  • Gifts: If the item was marked as a gift at purchase and sent directly to the recipient, the refund will be issued to the original payment method used by the purchaser.
  • Marketplace/Reseller purchases: If you purchased from an authorised marketplace or reseller, please follow the return process on that platform; different policies may apply.

Order Cancellations (within 12 hours)

  • You may cancel an order within 12 hours of placing it if it has not yet moved to packing/dispatch.
  • To request cancellation, email tang_retail@outlook.com immediately with your order number and “Cancel Order” in the subject line.
  • If the order has already entered packing or shipped, cancellation may no longer be possible; you can still proceed through the 30-day return process after delivery.

Address or Details Correction

Provided your order has not entered packing, we can assist with address/contact corrections. Please email us as soon as possible with your order number and the correct details.

Bundles, Promotions & Free Gifts

  • For promotional bundles (e.g., “Bag + Pouch”), the entire bundle must be returned in original condition, including any free gifts associated with the promotion.
  • If only part of a bundle is returned, the refund will reflect the value of items kept, based on their normal (non-promotional) prices.

Hygiene & Safety

To protect customers, items with visible wear or contamination (e.g., stains, odour, pet hair, moisture exposure) will not pass inspection. Please ensure the product is in clean, unused condition when initiating a return.

Lost or Missing Parcel Claims

If your tracking shows delivered but you did not receive the parcel, contact us within 3 business days of the delivery scan so we can assist with a carrier trace.

Contact Us

For all return, refund, exchange, or cancellation requests, please contact:
Email: tang_retail@outlook.com
Company: TANG RETAIL MALAYSIA SDN. BHD.
Address: 71B, JALAN BANDAR CEMERLANG 1, BANDAR CEMERLANG, 81800 ULU TIRAM, JOHOR

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