Return, Refund and Exchange Policy

Definitions

For the purposes of this Return, Refund and Exchange Policy:

“Company” (referred to as either the “Company”, “We”, “Us” or “Our”) refers to MK STAR 80 SDN BHD.
“Goods” refers to the items offered for sale on the Service.
“Orders” means a request by You to purchase Goods from Us.
“Service” refers to MK STAR 80 SDN BHD, accessible from https://mkstar80.online/.
“You” means the individual accessing the Service, or the company or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
“Return” means the process of sending Goods back to the Company in accordance with this Policy.
“Refund” means the return of an amount paid by You for eligible Goods in accordance with this Policy.
“Exchange” means the replacement of eligible Goods with another item, subject to availability and approval by the Company.
“Evidence” means photographs, videos, Order details, delivery information, or other supporting documents reasonably requested by the Company.

1. General Policy

This Return, Refund and Exchange Policy applies to purchases of Goods made through the Service operated by MK STAR 80 SDN BHD.

We aim to ensure that Orders are accurately prepared, properly packaged, and delivered to You in satisfactory condition.

Due to the nature of the Goods sold by the Company, including dog food and pet treats, items sold are generally not exchangeable or refundable unless they fall within one of the circumstances expressly stated in this Policy.

By placing an Order through the Service, You acknowledge and agree to the terms of this Policy, subject to any rights or remedies that cannot legally be excluded under applicable Malaysian law.

2. Items That Are Not Eligible for Return, Refund or Exchange

Unless otherwise required by applicable law, Goods are not exchangeable, returnable, or refundable simply because You:

Change Your mind;
No longer want the item;
Ordered the wrong product;
Ordered the wrong quantity;
Selected the wrong product;
No longer require the Goods;
Do not like the product;
Find the product unsuitable for personal preferences; or
Could have purchased the product elsewhere at a different price.

The Company does not accept returns, refunds, or exchanges for reasons unrelated to an eligible issue described in this Policy.

3. Eligible Reasons for Return, Refund or Exchange

A Return, Refund, or Exchange request may be considered where one of the following circumstances applies:

3.1 Wrong Item Sent

The merchant sent You the wrong item.

For example, the product received is different from the product stated in Your Order due to an error by the Company.

3.2 Item Does Not Match the Website Description

The purchased Goods received do not materially match the specifications, description, features, or information advertised on the Website.

This may include circumstances where the Goods received are materially different from the product information presented at the time of purchase.

Minor differences in packaging, labelling, appearance, or design resulting from manufacturer updates may not necessarily qualify as a valid return, refund, or exchange.

3.3 Spoiled, Damaged or Defective Item

The purchased Goods are spoiled, damaged, defective, contaminated, or otherwise unsuitable for their intended use upon delivery.

For dog food and pet treats, You should not provide the affected product to Your pet if the product appears spoiled, contaminated, damaged, or otherwise unsafe.

You should contact the Company immediately after discovering the issue and provide the required evidence described in this Policy.

3.4 Delivery Exceeds the Applicable Delivery Timeline

The Order has exceeded the applicable delivery timeframe stated in the Company’s Shipping Policy.

The Company’s standard delivery timeframe is within 7 days, subject to the terms, conditions, exclusions, and circumstances described in the Shipping Policy.

Delivery delays caused by circumstances beyond the Company’s reasonable control may be assessed separately.

4. Evidence Required for Refund or Return Requests

To allow the Company to properly investigate a Return, Refund, or Exchange request, You are required to provide sufficient evidence.

For refund or return requests, You must provide the following where applicable:

4.1 Continuous Unboxing Video

A clear and continuous unboxing video showing:

The parcel before it is opened;
The parcel in its unopened condition;
The shipping label;
The external packaging;
The condition of the package;
The process of opening the package; and
The Goods received inside the package.

The video should clearly show the entire unboxing process without significant cuts, edits, or interruptions.

The unboxing video is required to help the Company verify the condition of the parcel and Goods at the time of delivery.

4.2 First-Use Video

Where applicable, You may also be required to provide a clear video showing the first use of the item.

The video should clearly demonstrate the relevant issue or defect where such an issue becomes apparent during the first use of the Goods.

4.3 Photographs and Other Supporting Evidence

You may also be required to provide:

Clear photographs of the Goods;
Photographs of the packaging;
Photographs of the shipping label;
Photographs showing the damage or defect;
Photographs showing the condition of the Goods;
Order confirmation;
Order number;
Delivery information;
Product information or labels;
Batch or expiry information, where applicable;
Videos demonstrating the issue; or
Other supporting documents reasonably requested by the Company.

The Company may request additional evidence where necessary to properly assess the request.

5. 24-Hour Reporting Period

All Return, Refund, and Exchange requests must be submitted to the Company within 24 hours of receiving the Goods.

You must contact the Company within this 24-hour period if You believe that the Goods:

Are incorrect;
Are damaged;
Are defective;
Are spoiled;
Are materially different from the Website description; or
Have another issue that may qualify under this Policy.

The 24-hour period begins from the time the Order is recorded as delivered or otherwise received by You.

You should inspect Your Order promptly after delivery.

6. Requests Submitted After 24 Hours

Any Return, Refund, or Exchange request submitted after the 24-hour reporting period may not be accepted.

The Company may reject requests submitted after the applicable period because the Company may no longer be able to reasonably verify the condition of the Goods at the time of delivery.

Exceptions may apply where required by applicable law.

7. Evidence Requirements

A Return, Refund, or Exchange request may not be accepted if the required evidence is not provided.

In particular, the Company may reject a request where:

No clear unboxing video is provided where required;
The unboxing video does not show the unopened parcel;
The shipping label cannot be identified;
The video has been significantly edited or interrupted;
The condition of the Goods cannot be verified;
The relevant issue cannot be clearly identified;
Required photographs are missing;
The Order details cannot be verified;
Supporting documents requested by the Company are not provided; or
The evidence provided is insufficient to reasonably establish the claimed issue.

The Company may request additional evidence before making a final decision.

8. How to Submit a Return, Refund or Exchange Request

All requests must be submitted by contacting the Company at:

Email: mkstar_80@outlook.com

Your request should include:

Your full name;
Order number;
Date of purchase;
Date the Goods were received;
Product name;
Description of the issue;
Clear photographs;
Required unboxing video;
First-use video, where applicable; and
Any other supporting information requested by the Company.

Providing complete information when first submitting the request may help the Company process the request more efficiently.

9. Assessment of Requests

Once We receive Your request and supporting evidence, the Company will review the information provided.

We may assess:

The Order details;
Product purchased;
Delivery date;
Condition of the package;
Condition of the Goods;
Unboxing evidence;
Photographs and videos;
Product description;
Delivery records;
Communication history; and
Other relevant information.

The Company may contact You if additional information or evidence is required.

A request is not considered approved merely because it has been submitted.

The Company will determine whether the request qualifies under this Policy, subject to applicable law.

10. Return of Goods

Where a Return is approved, the Company will inform You of the applicable return instructions.

You must follow the Company’s instructions regarding:

Return address;
Packaging;
Courier arrangements;
Return timeframe;
Required documentation; and
Other applicable return requirements.

You should not send Goods back to the Company without first receiving return instructions from Us.

Unauthorised returns may not be processed.

11. Condition of Returned Goods

Where a return is approved, You may be required to return the Goods in the condition in which they were received, together with the original packaging, labels, accessories, or other relevant materials where applicable.

However, where the Goods are damaged, defective, spoiled, or otherwise unusable, You should not continue using the Goods merely for the purpose of satisfying a return requirement.

The Company will provide appropriate instructions depending on the nature of the issue.

12. Return Shipping

Where the Company confirms that a return is required due to an eligible issue caused by the Company, the Company may arrange or provide instructions regarding the return shipping process.

You should not incur unnecessary return shipping expenses without first contacting the Company and receiving instructions.

Where a return is required for reasons that do not qualify under this Policy, the Company may decline the return.

13. Refunds

Where a Refund is approved, the Company will process the applicable refund according to the circumstances of the Order and the payment method used, subject to applicable law.

The refund may cover the amount paid for the eligible Goods.

Where appropriate and legally required, applicable delivery or other charges may also be considered.

The Company will not provide a refund for items that do not qualify under this Policy.

14. Refund Processing Time

Once a refund has been approved, the time required for the funds to appear in Your account may vary depending on:

Payment method;
Bank;
Payment service provider;
Financial institution processing times; and
Other third-party processing arrangements.

The Company cannot control the processing time imposed by Your bank or payment provider.

If You have not received an approved refund within a reasonable period, You may contact Us so that We can assist with checking the refund status.

15. Exchange

Where an Exchange is approved, the Company may replace the affected Goods with the same product or another suitable product, subject to availability.

An Exchange is not guaranteed where the requested replacement item is unavailable.

If the same Goods are unavailable, the Company may offer another appropriate resolution, which may include a Refund, replacement with another item, or other remedy, subject to applicable law.

16. Product Availability for Exchanges

Exchange requests are subject to stock availability.

The Company cannot guarantee that the exact same product, flavour, size, packaging, or variation will be available at the time an Exchange is approved.

Where the replacement item differs in price, the Company may determine the appropriate adjustment depending on the circumstances and applicable law.

17. Spoiled or Damaged Pet Food and Treats

For Goods such as dog food and pet treats, You should inspect the packaging and product condition immediately after receiving the Order.

If You notice signs of:

Spoilage;
Contamination;
Unusual damage;
Broken packaging;
Leakage;
Unusual odour;
Visible foreign material; or
Other conditions that may indicate that the product is unsuitable,

You should stop using the affected product and contact Us immediately.

Do not provide an affected product to Your pet while the matter is being assessed.

The Company may request photographs, videos, batch information, expiry information, packaging details, or other evidence to investigate the issue.

18. Incorrect Product

If We have sent You an incorrect product, please contact Us within 24 hours of receiving the Order.

You should provide:

Order number;
Product ordered;
Product received;
Clear photographs;
Unboxing video; and
Other relevant evidence requested by the Company.

If the error is confirmed to have been caused by the Company, We will determine an appropriate remedy in accordance with this Policy and applicable law.

19. Product Description or Specification Issues

If You believe that the Goods received do not match the specifications, description, features, or information advertised on the Website, You must contact Us within 24 hours.

The Company may compare the Goods received against the product information that was displayed at the time of purchase.

Minor differences caused by manufacturer packaging updates, label changes, photography, colour variation, or similar circumstances may not constitute a material mismatch.

20. Delivery Delay Claims

If Your Order has not been delivered within the applicable delivery timeframe stated in Our Shipping Policy, You may contact Us regarding the delay.

The Company will review the delivery status and relevant circumstances.

Delivery delays caused by circumstances beyond the Company’s reasonable control may be considered separately.

A refund or other remedy for a delayed delivery will be determined based on the circumstances and applicable law.

21. Non-Refundable Situations

Unless otherwise required by law, the Company will generally not approve Returns, Refunds, or Exchanges where:

You changed Your mind;
You ordered the wrong item;
You ordered the wrong quantity;
You selected the wrong product;
You no longer require the Goods;
The Goods were improperly stored after delivery;
The Goods were damaged after delivery due to Your handling;
The Goods were used or consumed after delivery despite showing signs of damage or spoilage;
The required evidence was not provided;
The request was submitted after the 24-hour period; or
The claimed issue does not fall within an eligible reason under this Policy.

22. Hygiene and Food Safety

Because the Company sells dog food and pet treats, returned Goods may not always be suitable for resale once opened.

For this reason, You should not open, consume, use, or otherwise alter Goods that You believe are incorrect, damaged, defective, or spoiled before contacting the Company, unless necessary to safely identify the issue.

The Company may determine whether a physical return is required depending on the nature of the complaint.

23. Fraudulent or Misleading Claims

The Company reserves the right to investigate suspected fraudulent, dishonest, or misleading Return, Refund, or Exchange requests.

This may include requests involving:

Altered or manipulated evidence;
Edited or misleading videos;
False claims regarding product condition;
Repeated unsupported claims;
Deliberate damage;
Incorrect Order information; or
Other conduct intended to obtain an unauthorised refund or replacement.

Where appropriate and legally permitted, the Company may reject such requests and take further action.

24. Changes to This Policy

The Company reserves the right to update, amend, or modify this Return, Refund and Exchange Policy from time to time.

Any updated version will be published on the Service.

The version of the Policy applicable to an Order will generally be the version in effect at the relevant time, subject to applicable law.

25. Consumer Rights

Nothing in this Policy is intended to exclude, restrict, or limit any mandatory rights or remedies You may have under applicable Malaysian law.

Where applicable law provides You with rights that are more favourable than the terms of this Policy, those statutory rights will continue to apply.

If any provision of this Policy conflicts with a mandatory legal requirement, the relevant legal requirement shall prevail to the extent of the conflict.

26. Governing Law

This Return, Refund and Exchange Policy shall be governed by and construed in accordance with the laws of Malaysia.

Any dispute relating to a Return, Refund, Exchange, Order, or this Policy shall first be addressed through good-faith communication between You and the Company.

Where a dispute cannot be resolved amicably, it shall be subject to the jurisdiction of the courts of Malaysia, subject to any mandatory rights or remedies available to You under applicable Malaysian law.

27. Contact Us

All Return, Refund, and Exchange requests must be submitted to:

MK STAR 80 SDN BHD