REFUND & RETURN POLICY
Overview
At BLUEWAVE PACKAGING SOLUTION SDN. BHD., we aim to provide reliable packaging products and food service supplies that meet the needs of retailers, food businesses, distributors, manufacturers, and commercial customers. Customer satisfaction is important to us, and we take reasonable steps to ensure that products are supplied in good condition and according to confirmed order details.
This Refund & Return Policy explains the conditions under which products may be returned, exchanged, replaced, or refunded. By placing an order with us through our website, online store, email, phone, or any other sales channel, customers agree to the terms stated in this policy.
Return Eligibility
Customers may request a return within seven (7) calendar days from the date of delivery. To be eligible for return, products must be unused, unopened, undamaged, and returned in their original packaging. The product must also include all original labels, cartons, accessories, documents, and any other materials supplied together with the order.
Returned products must be in a condition suitable for resale. Items that have been used, washed, opened, contaminated, repacked, modified, damaged, or handled improperly may not qualify for return, exchange, or refund. Proof of purchase, such as an invoice, receipt, or order confirmation, must be provided when submitting a return request.
Non-Returnable Products
Certain products may not be eligible for return due to hygiene, food safety, customization, or business handling reasons. These may include opened food containers, plastic cups, bowls, plates, tableware, wraps, films, plastic bags, custom packaging, printed packaging, special-order items, clearance items, promotional items, and products purchased in bulk under special pricing arrangements.
Products supplied according to customer specifications or special procurement requests are generally non-returnable unless they are proven to be defective or incorrectly supplied.
Damaged, Defective, or Incorrect Products
Customers are advised to inspect all products immediately upon delivery. If any product is damaged, defective, incomplete, or incorrectly supplied, the customer must notify us within forty-eight (48) hours from the time of delivery.
To support the claim, customers may be required to provide photographs, videos, packaging images, delivery notes, invoice details, and a description of the issue. Claims submitted without sufficient supporting evidence may require further review and may be rejected if the issue cannot be verified.
If the issue is confirmed, BLUEWAVE PACKAGING SOLUTION SDN. BHD. may offer a replacement, exchange, store credit, partial refund, or full refund depending on the nature of the issue, product availability, and circumstances of the order.
Return Authorization Process
Customers must contact our customer service team before returning any product. Products returned without prior approval may be refused or returned to the customer at the customer’s cost.
Once a return request is approved, we will provide instructions on the return method, return address, packaging requirements, and any supporting documents required. Customers are responsible for ensuring that returned products are packed securely to prevent damage during return shipping.
Return Shipping Costs
Unless the return is caused by our error, such as incorrect products supplied or verified defective items, customers may be responsible for all return shipping costs. Original delivery fees are generally non-refundable unless the refund is due to an error on our part.
For customer-initiated returns, including wrong product selection, change of mind, over-ordering, or incorrect quantity ordered, return shipping costs and any related handling fees may be borne by the customer.
Inspection and Refund Processing
All returned products will be inspected upon receipt. Approval of a return request does not automatically guarantee a refund. Refunds will only be processed after the returned products have been inspected and confirmed to meet the conditions of this policy.
Approved refunds will generally be processed through the original payment method where possible. Refund processing times may vary depending on banks, payment gateways, card providers, and financial institutions. In some cases, refunds may be provided in the form of store credit or product replacement by mutual agreement.
Exchanges
Product exchanges may be offered for incorrect, defective, or damaged products subject to stock availability. If the same product is unavailable, we may offer an alternative product, store credit, or refund. Any price difference between exchanged products may need to be settled before the replacement is dispatched.
Limitation of Liability
BLUEWAVE PACKAGING SOLUTION SDN. BHD.’s liability for returned products shall not exceed the purchase price paid for the affected product. We shall not be responsible for indirect losses, business interruptions, loss of profit, operational delays, or consequential damages arising from product returns, delivery issues, or product suitability.