At BARK AVENUE SDN BHD 202501057921 (1659327-U), we want you to be satisfied with every purchase. Please read our policy carefully regarding returns, refunds, and exchanges.
1. General Rule & Eligibility
Items sold are strictly not returnable, refundable, nor exchangeable unless one of the following conditions is met:
- Wrong Item: The merchant sent the incorrect item (e.g., wrong model, size, or variant).
- Misrepresentation: The purchased item received does not match the specifications, description, features, or information advertised on our website.
- Damaged/Defective: The purchased item received is spoiled, damaged, or defective upon delivery.
- Delayed Delivery: The delivery timeline exceeds the period specified in the company’s Shipping Policy.
2. Strict Evidence Requirements
To eligibility for any return, refund, or exchange, the customer MUST provide the following essential evidence:
- Continuous Unboxing Video: A clear, continuous, and unedited unboxing video explicitly showing the unopened parcel, the shipping label, the original packaging, and the exact item received.
- First-Use Video: A clear video showing the first use of the item, where applicable (e.g., electronic or functional products).
- Supporting Documents: Relevant photographs, your Order Number, or any other supporting documents requested by the company.
3. Crucial Timeline & Submission
- 4-Hour Window: All return, refund, and exchange requests must be emailed to us at barkavenue@outlook.com within 24 hours of receiving the item.
- Strict Rejection: Any requests submitted after the 24-hour period, or submitted without the above-mentioned required evidence, will strictly not be accepted.
4. Return & Processing Procedures
Once your request is reviewed and approved by our team (usually within 1–2 business days):
- Item Status: Returned items must be completely unused, in their original condition, and in their original packaging.
- Return Deadline: You must return the approved item to our warehouse within 7 business days.
- Resolution: Once the returned item is received and inspected:
- For Exchanges: We will ship the correct or replacement item at no additional cost.
- For Refunds: We will process the refund to your original payment method or store credit (subject to company discretion).
5. Non-Returnable / Non-Refundable Items
We strictly do not accept any return, refund, or exchange requests for:
- Items damaged due to customer misuse, neglect, or improper installation.
- Products marked as Clearance / Final Sale.
- Products returned to our warehouse without prior written approval from our team.
6.Shipping Fees
- Merchant Error: If the return/exchange is due to our mistake (e.g., wrong, faulty, or delayed item), BARK AVENUE will cover all return and replacement shipping costs.
- Customer Error: If a return or exchange is approved under special circumstances for reasons not caused by the merchant (e.g., buyer error), all shipping costs will be fully borne by the customer.